Call Center Management Course
This course equips participants with essential skills for effective call centre management, including forecasting, scheduling, performance metrics, coaching, and continuous improvement techniques to optimize operations and service quality.

flexible workload from 4 to 360h
valid certificate in your country
What will I learn?
Master key management skills to plan staffing, create efficient schedules, and cover peak times while following labour rules. Learn to predict demand, use Erlang principles, and turn data into precise rosters. Set effective KPIs, develop basic dashboards, and apply coaching methods, feedback systems, and ongoing improvement tools to enhance performance, service quality, and operational reliability.
Elevify advantages
Develop skills
- KPI strategy design: build practical dashboards, targets, and review cadences quickly.
- Call centre coaching: conduct focused one-on-one sessions, 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 improve 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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