Workforce Management Principles Course Overview

The Workforce Management Principles course is a comprehensive training designed to equip learners with the essential skills and knowledge for effective workforce management (WFM). This course covers the foundations of WFM, including defining WFM, understanding the planning and management process, recognizing the organizational structure of WFM groups, and strategic approaches such as the 6 step process for holiday planning and the WFM Maturity Grid.

Through lessons on forecasting, resource staffing, and scheduling, participants will learn to manage key elements such as talk time, after call work time, and handle time. They will also tackle common forecasting issues, calculate staffing needs, and understand the dynamics of scheduling challenges.

The course also delves into Effective Real-Time Management (RTM), teaching principles and communication strategies for monitoring and proactive planning. In the WFM Reporting & Analytics module, learners will explore data administration, metrics, and the importance of data visualization.

By the end of the course, participants will have a clear understanding of WFM essentials, ready to implement their skills with an action plan for continuous improvement in their roles.