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Performance Indicators Management Course

Performance Indicators Management Course
from 4 to 360h flexible workload
certificate valid in your country

What will I learn?

The Performance Indicators Management Course provides a practical toolkit to design SMART KPIs, avoid perverse incentives, and balance leading and lagging measures. Learn essential BPO metrics, clear formulas, and dashboard design, then build governance routines, data quality controls, and an implementation roadmap that aligns teams, drives accountability, and sustains measurable performance gains.

Elevify advantages

Develop skills

  • Design effective KPIs: apply SMART, avoid perverse incentives, align with strategy.
  • Calculate core BPO metrics: AHT, FCR, SLA, cost per transaction, and utilization.
  • Build KPI dashboards: connect data sources, ensure data quality, and clear visuals.
  • Run KPI governance: define owners, SOPs, review cadence, and escalation paths.
  • Lead KPI rollout: pilot design, change management, and continuous improvement.

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 Intelligence Advisor of the Prison System, 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 where I work.
SilviaNurse
Very great course. Lots of rich information.
WiltonCivil Firefighter

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