This course covers the details of each step of the workforce management process. You will gain an understanding of forecasting, scheduling, and intraday management, as well as becoming familiar with the various WFM roles and responsibilities within a contact center.

• Define workforce management (WFM) in contact centers 
• Describe the main challenges of WFM: maintaining the service level, varying call volumes, and handling customer requests in real-time 
• Articulate the step-by-step process of forecasting workload 
• Articulate the steps to calculate staffing requirements, and what impact the requirements can have on service goals 
• Discuss key measures to indicate if the daily forecast is effective Apply the right methods if service goals are not met 
• Describe how workforce management departments can be organized in large, medium, and small contact centers 
• Explain the roles and responsibilities of the main workforce management stakeholders in a contact center

• Presentations
• Roleplays
• Group Discussions
• Lectures & Seminar Method
• Assignments
• Activities
• Polls
• Surveys
• Whiteboard interaction
• Case Studies & Functional Exercises

An individual can benefit from this program in various ways only out of their willingness and participation. Individuals who participate in this Workforce Management Introduction Training Program can gain from it in the following ways:

• Understand how to interact with the customer and make them feel important
• Gain a clear understanding of self-awareness of our personality and the customer’s personality and how we can adapt to serve better
• Get a detailed understanding of communication skills, body language and listening skills to interact with the customer and retain them for life
• Have a reduction in the complaints from customers and focus on customer satisfaction

Organizations wanting to make their customers feel special and important should look at nominating their employees for this program. Companies who nominate their employees to participate in this Workforce Management Introduction Program can benefit in the following ways:

• Gain higher customer satisfaction from their consumer/end-user
• Have their employees work on their interpersonal skills
• Employees will focus on a more professional approach to interact with the customer
• Reduction in complaints from the customer
• The organization will be known for going the extra mile to support the customer

• Director SDM
• General Manager SDM
• Manager SDM
• Workforce Planning Manager
• Recruitment & Selection Manager
• Organization Development Manager
• Planning Manager
• Workforce Planning Specialist

Module 1. Introduction

Module 2. The Challenges of Contact Center Workforce Management

Module 3. Analyzing Data and Creating a Forecast

Module 4. Calculating Requirements and Scheduling Staff

Module 5. Communication Skills

Module 6. Managing Intraday Performance

Module 7. Operational Structures and Stakeholder Needs final exam