Certified Workforce Manager
“What am I missing?” is the question
most WFM managers ask. Covering all the bases is both science and art – – and
this workshop course details the entire process – from the gathering of data,
to forecasting, budgeting, scheduling, etc. We include lessons that benefit
both rookie and seasoned attendees from any size organization.
By the end of this
course, participants will be able to:
•
Components of a comprehensive WFM
Strategy
•
Terminology and metrics used in WFM
•
How to gather the right data, at the
right time, to optimize operations
•
Different phases of forecasting,
planning, optimizing and analyzing
•
Calculating Utilization and Shrinkage
•
Overcoming the “Big Brother” syndrome
too often associated with Workforce Management
You will
take away immediately useful information that will save money, improve customer
experiences and enhance your professional skills for this critical contact
center function.
Course Curriculum
- Introduction to manpower management
- You and your position
- Metrics and interrelationships
- Workforce Management Components
- Collect data
- Expectation
- Planning and scheduling
- Real-time optimization
- Analysis
Instructor
Super admin
Administrator
Admin of ejaabi
Trainees Feedback
Reviews