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Call Center Management Course

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

What will I learn?

Master essential management skills to plan staffing, design efficient schedules, and protect peak periods while meeting labor rules. Learn to forecast demand, apply Erlang concepts, and translate data into accurate rosters. Set smart KPIs, build simple dashboards, and use coaching frameworks, feedback loops, and continuous improvement tools to boost performance, service quality, and operational stability.

Elevify advantages

Develop skills

  • KPI strategy design: build practical dashboards, targets, and review cadences fast.
  • Call center coaching: run focused 1:1s, PDPs, QA feedback, and remediation plans.
  • Forecasting demand: create accurate call volume forecasts using real call center data.
  • Workforce planning: turn forecasts into lean, compliant schedules with Erlang basics.
  • Continuous improvement: run RCA, A/B tests, and feedback loops to lift CSAT and SL.

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
Great course. A lot of valuable information.
WiltonCivil Firefighter

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