Workforce Management Course
This course equips participants with essential workforce management skills, including forecasting, planning, scheduling, and performance analysis, to optimize operations while balancing service, costs, and employee well-being.

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.What our students say
FAQs
Who is Elevify? How does it work?
Do the courses have certificates?
Are the courses free?
What is the course workload?
What are the courses like?
How do the courses work?
What is the duration of the courses?
What is the cost or price of the courses?
What is an EAD or online course and how does it work?
PDF Course