Call Center Management Course
This course equips call centre managers with core skills in forecasting, scheduling, performance tracking, coaching, and continuous improvement to optimize operations and enhance service delivery.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
Master essential management skills to plan staffing, design efficient schedules, and protect peak periods while meeting labour rules. Learn to forecast demand, apply Erlang concepts, and translate data into accurate rosters. 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 schedules 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 workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workloadWhat our students say
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