Saudi Arabia
Egypt
UAE
Canada
Certified Workforce Manager
“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.
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By the end of this course, participants will be able to:
• 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.
- Introduction to manpower management
- You and your position
- Metrics and interrelationships
- Workforce Management Components
- Collect data
- Expectation
- Planning and scheduling
- Real-time optimization
- Analysis
