Call Center Management Course
Master call center management with practical tools for KPIs, coaching, forecasting, and workforce planning. Learn to boost service levels, cut costs, improve CSAT, and lead high-performing teams in any call center environment.

from 4 to 360h flexible workload
certificate valid in your country
What will I learn?
Master essential management skills to plan staffing, design efficient schedules, and protect peak periods while meeting labor 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 center coaching: run focused 1:1s, PDPs, QA feedback, and remediation plans.
- Forecasting demand: create accurate call volume forecasts using real call center 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 workload.What our students say
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Course in PDF