Performance Indicators Management Course
This course equips participants with practical skills to design, implement, and manage performance indicators effectively, focusing on KPIs, BPO metrics, dashboards, governance, and rollout strategies to drive organizational performance.

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.What our students say
Your lessons are perfect. I purchased the one-year package and finally have the opportunity to follow various topics of my interest without needing to change platforms... I thank you for everything you do, I've already recommended you to other people...

Giulio CarloDigital Marketing Student
I like how the lessons are straight to the point and how I can change chapters and skip content I don't need.

Mariana FerresPhotography Student
I like the content and the way videos are presented and transcribed, which speeds up the process!

Luciana AlvarengaNail Design Student
The platform is fast, simple to use. The diversity of content and complementary videos help a lot with learning.

André FelipePrompt Engineering Student
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