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Provided by: Contacts Plus Workforce managementBusiness and Management Skills |
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Certificate Program
Provided by Contacts Plus
As contact centers become more complex, the importance of having the right staff and supporting resources in the right places at the right time becomes ever more crucial to success. Workforce management is the process of utilizing accurate staffing figures every hour to maximize service and minimize cost. It is one of the most important planning and management functions of a call center manager or a supervisor.
Key Learning Objective and Outcomes:
By the end of this program, participants will have been able to:
Understand workforce management and impact of poor WFM.
Increase your value to the organization by increasing forecast accuracy
Improve the quality of historical data
Calculate Staffing required in a call center to meet service goals.
Related Jobs or Careers: Managerial level
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Workforce management
Impact of poor WFM.
The positive impacts of accurate forecasting on employees and customers.
Reading reports techniques.
The data collection process and calculating trend and identifying seasonal patterns.
Defining Average Handle Time (AHT) variances.
The relationship between workload and staff.
Basic scheduling principles.
Managing vacation, breaks and peaks
Workforce shrinkage.
Erlang C application.
Managing daily schedules and service.
Tracking schedule adherence and real time monitoring skills.
The positive impacts of accurate forecasting on employees and customers.
Reading reports techniques.
The data collection process and calculating trend and identifying seasonal patterns.
Defining Average Handle Time (AHT) variances.
The relationship between workload and staff.
Basic scheduling principles.
Managing vacation, breaks and peaks
Workforce shrinkage.
Erlang C application.
Managing daily schedules and service.
Tracking schedule adherence and real time monitoring skills.
About The Training Provider: Contacts Plus
Contacts Plus - Contacts Plus is a young -spirited organization in Egypt with an ultimate goal to serve the Middle East North Africa (MENA) and Gulf Regions markets.
Since it was established in 2004, the company has adopted a strategic vision of deploying & applying the World Best Practices methodologies and Models in the Arab world.
Our edge is to integrate and harmonize the three business pillars:...
