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Workforce Management Course

Workforce Management Course
4 to 360 hours of flexible workload
valid certificate in your country

What Will I Learn?

The Workforce Management Course gives you practical tools to forecast contact volume, build accurate staffing plans, and design efficient schedules for 7-day operations. Learn key WFM concepts, labor rules, KPIs, Erlang C, and skill-based routing while balancing service quality, cost, and employee wellbeing. Apply clear templates, data-driven methods, and continuous improvement to create stable, fair, and high-performing teams.

Elevify Differentials

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 workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.
Workload: between 4 and 360 hours

What our students say

I was just promoted to Prison System Intelligence Advisor, and the course from Elevify was crucial for me to be chosen.
EmersonPolice Investigator
The course was essential to meet the expectations of my boss and the company I work for.
SilviaNurse
Great course. A lot of valuable information.
WiltonCivil Firefighter

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