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Workforce Management Course

Workforce Management Course
flexible workload of 4 to 360h
valid certificate in your country

What will I learn?

The Workforce Management Course gives you practical tools to forecast contact volume, build accurate staffing plans, and design efficient schedules for 7-day operations. Learn key WFM concepts, labor rules, KPIs, Erlang C, and skill-based routing while balancing service quality, cost, and employee wellbeing. Apply clear templates, data-driven methods, and continuous improvement to create stable, fair, and high-performing teams.

Elevify advantages

Develop skills

  • Contact forecasting mastery: build accurate, data-driven volume predictions fast.
  • Capacity planning skills: turn forecasts into lean, Erlang C–based staffing plans.
  • Schedule design expertise: create fair, optimized shifts that cut overtime costs.
  • KPI and QA analytics: track SL, ASA, AHT, and quality to drive performance gains.
  • Change-ready WFM leadership: roll out new schedules with clear, trusted communication.

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
Workload: between 4 and 360 hours

What our students say

I was just promoted to Intelligence Advisor for the Prison System, and the Elevify course was crucial for me to be the chosen one.
EmersonPolice Investigator
The course was essential to meet the expectations of my boss and the company I work for.
SilviaNurse
Very great course. Lots of rich information.
WiltonCivil Firefighter

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