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Workforce Management Course

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

What will I learn?

The Workforce Management Course provides practical tools to predict contact volumes, develop precise staffing plans, and create efficient schedules for round-the-clock operations. Gain knowledge of essential WFM principles, labour regulations, performance indicators, Erlang C, and skill-based routing, all while maintaining a balance between service standards, expenses, and staff welfare. Utilise straightforward templates, evidence-based approaches, and ongoing enhancements to foster reliable, equitable, and effective teams.

Elevify advantages

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, optimised 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 the 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 the chosen one.
EmersonPolice Investigator
The course was essential to meet the expectations of my boss and the company I work for.
SilviaNurse
Very great course. Lots of rich information.
WiltonCivil Firefighter

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