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.


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