Call Center Management Course
4.3/5
This course equips you with core management skills for call centres, covering forecasting, rostering, performance metrics, coaching, and continuous improvement to enhance efficiency and service quality.

4.3 in rating
4 to 360 hours flexible workload
valid certificate in your country
What will I learn?
Master essential management skills to plan staffing, design efficient rosters, and protect peak periods while meeting labour rules. Learn to forecast demand, apply Erlang concepts, and translate data into accurate schedules. Set smart KPIs, build simple dashboards, and use coaching frameworks, feedback loops, and continuous improvement tools to boost performance, service quality, and operational stability.
Elevify advantages
Develop skills
- KPI strategy design: build practical dashboards, targets, and review cadences fast.
- Call centre coaching: run focused 1:1s, PDPs, QA feedback, and remediation plans.
- Forecasting demand: create accurate call volume forecasts using real call centre data.
- Workforce planning: turn forecasts into lean, compliant rosters with Erlang basics.
- Continuous improvement: run RCA, A/B tests, and feedback loops to lift CSAT and SL.
Suggested summary
Before starting, you can change the chapters and the workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
Your lessons are perfect. I purchased the one-year package and finally have the opportunity to follow various topics of interest without needing to change platforms... I'm grateful for everything you do, I've already recommended you to other people...

Giulio CarloDigital Marketing Student
I like how the lessons are straight to the point and how I can change chapters and skip content I don't need.

Mariana FerresPhotography Student
I like the content and the way videos are presented and transcribed, which speeds up the process!

Luciana AlvarengaNail Design Student
The platform is fast and simple to use. The diversity of content and complementary videos really help with learning.

André FelipePrompt Engineering Student
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