Contact Center Training

Workforce Manager Certification

“What am I missing?” is the question most WFM managers ask. Covering all the bases is both science and art – – and this workshop course details the entire process – from the gathering of data, to forecasting, budgeting, scheduling, etc. We include lessons that benefit both rookie and seasoned attendees from any size organization.

Participants will learn:

  • Components of a comprehensive WFM Strategy
  • Terminology and metrics used in WFM
  • How to gather the right data, at the right time, to optimize operations
  • Different phases of forecasting, planning, optimizing and analyzing
  • Calculating Utilization and Shrinkage
  • Overcoming the “Big Brother” syndrome too often associated with Workforce Management

You will take away immediately-useful information that will save money, improve customer experiences and enhance your professional skills for this critical contact center function.

    For All Workforce Management Staff

    On-Demand Course (Self-Paced)

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    9 Modules | ≈ 7-8 Hours

    TESTIMONIALS

    What Our Customers Say
    About Workforce Manager Certification

    “It’s obvious for me that BenchmarkPortal is very professional in everything that concerns contact centers issues. I liked the training certification methods. BenchmarkPortal is a company you can trust. BenchmarkPortal – job well done.”

    Workforce Management Specialist

    “The course material and instructor were fantastic. I can take a lot away and am armed with a wealth of knowledge. I am excited to put the plans in action.” 

    Contact Center Manager

    Call Center Campus New Orleans Attendee

    COURSE

    Workforce Manager Certification
    Course Objectives

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    Introduction to Workforce Management

    2 Sections

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    You and Your Center

    3 Sections

    Z

    Metrics and Interrelationships

    4 Sections

    Z

    Components of Workforce Management

    2 Sections

    Z

    Data Gathering

    2 Sections

    Z

    Forecasting

    4 Sections

    Z

    Planning & Scheduling

    4 Sections

    Z

    Real-Time Optimization

    2 Sections

    Z

    Analyze

    3 Sections

    VIDEO

    About the Workforce Manager Certification Course

    CLASSES

    Available Workforce Manager Certification Course(s)

    COURSE

    Private Workforce Manager
    Certification
    Course Offerings

    Personalized Training Delivered At Your Center!

    Our on-site call center training provides a cost-effective way to optimize your training in your own call center, and cover key issues to successfully elevate your contact center to new levels of excellence.

    • Learns through action – in your center, using your data, using their center management tools and managing your resources
    • Customize the learning experience by focusing on specific areas of interest
    • Save on employee travel cost
    • Minimize time away from work
    • 2-3-day training at client’s location
    • Course materials, examinations, and certificates included.

    Book A Course Today!

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