Workforce Management Course
This course provides essential skills in workforce management, focusing on forecasting, planning, scheduling, and performance optimization to balance service, costs, and employee satisfaction.

4 to 360 hours of flexible workload
certificate valid in your country
What Will I Learn?
The Workforce Management Course equips you with practical tools to forecast contact volume, develop precise staffing plans, and create efficient schedules for round-the-clock operations. Gain insights into essential WFM principles, labour regulations, KPIs, Erlang C, and skill-based routing, all while maintaining a balance between service quality, costs, and employee well-being. Utilise straightforward templates, data-driven approaches, and ongoing enhancements to build stable, equitable, and high-performing teams.
Elevify Advantages
Develop Skills
- Mastery in contact forecasting: develop accurate, data-driven volume predictions swiftly.
- Capacity planning proficiency: convert forecasts into efficient, Erlang C-based staffing plans.
- Expertise in schedule design: craft fair, optimised shifts that reduce overtime expenses.
- KPI and QA analytics: monitor SL, ASA, AHT, and quality to enhance performance outcomes.
- WFM leadership for change: implement new schedules with transparent, reliable 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.What our students say
FAQs
Who is Elevify? How does it work?
Do the courses come with a certificate?
Are the courses free?
What is the course duration?
What are the courses like?
How do the courses work?
What is the duration of the courses?
What is the cost or price of the courses?
What is an online course and how does it work?
PDF Course