Workforce Management Principles Certification Training


Workforce Management Principles Certification Training Course 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.

 

 


Workforce Management Principles Course schedule & Prices

Course Details Schedule
Live Virtual Classroom (Instructor-Led)
Duration : 2 Days (4 Days for 4 Hours/Day)
Fee : 600 (Includes Taxes) 
9 AM - 5 PM (Flexible Time Slots for 4 hours option)








Client's Location
As per mutual convenience
Classroom Training (Available: London, Dubai, India, Sydney, Vancouver)
Duration : On Request
Fee : On Request
On Request
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Course Prerequisites
  • No formal pre-requisites for this course.

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