Workforce Management Course
This course equips you with essential workforce management skills to forecast volumes, plan staffing, and optimize schedules while balancing service, costs, and employee satisfaction.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
The Workforce Management Course provides practical tools to predict contact volumes, create accurate staffing plans, and design efficient schedules for operations running seven days a week. You will learn key WFM concepts, labour rules, KPIs, Erlang C, and skill-based routing, all while balancing service quality, costs, and employee wellbeing. Apply straightforward templates, data-driven approaches, and ongoing improvements to build 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.What our students say
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