Workforce Management Principles

Overview

This 2-day course takes a gander at creating primary learning and aptitudes in workforce the executives for administration and bolster focuses. No past workforce the board is required to go to this course.

Audience

Administration and Support Center directors, administrators, group leads and anybody new to the Workforce Management work in your middle.

 

 

Schedule & Prices
Course Details Schedule
Classroom Training*
Duration : 2 Days
Fee : Online : $1,200  (1-on-1), London : On Request (1-on-1), Dubai : $1,700 , India : $1,200

March
02-03 (Delhi)
09-10 (Bangalore)
16-17 (Chennai)
April
13-14 (Bangalore)
20-21 (Chennai)
May
18-19 (Chennai)
July
06-07 (Delhi)
13-14 (Bangalore)
20-21 (Chennai)
Instructor-Led Online Training
Duration : 2 Days
Fee :  $1,200


March
02-03
09-10
16-17
April
13-14
20-21
May
18-19
July
06-07
13-14
20-21
Fly-Me-a-Trainer
Duration : 2 Days
Fee : On Request
Client's Location
As per mutual convenience

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After completion this course, you will learn following topics:

Module 1: What is WFM?

  • Defining WFM
  • The Planning and Management Process
  • Stages and Organizational Structure of WFM gatherings
  • 6 step process for occasion arranging
  • WFM Maturity Grid

 

Module 2: Forecasting

  • Four Key terms: Talk Time, After Call Work Time, Handle Time, Workload
  • Forecasting Methodologies
  • Common Forecasting Issues

 

Module 3: Resource Staffing

  • Calculating Staffing Needs
  • QueueView
  • Six Immutable Laws
  • Staffing Model
  • Shrinkage
  • Response Time Calculation

 

Module 4: Scheduling

  • The Demand Curve
  • Scheduling Process and Practices
  • Scheduling Challenges and Options

 

Module 5: Effective Real-Time Management (RTM)

  • Three Key Principles of RTM
  • Communications
  • RTM Monitoring
  • Proactive Planning – Escalation Plan

 

Module 6: WFM Reporting and Analytics

  • Data Administration: People, Time Management and Contacts/Calls
  • WFM Metrics and Strategic Line of Sight
  • Data Visualization

 

Module 7: Summary and Next Steps

  • Six Key Learnings
  • Action Plans/Next Steps

 

 

 

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