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 Centre Manager or a Supervisor. During this training course, attendees will learn the step-by-step process of effectively forecasting and calculating staff requirements, creating staff schedules, and tracking daily service and performance. You will also learn about the impact that each and every person can make in terms of achieving service goals for the day.
This is an unparalleled opportunity to learn an integrated approach to call center workforce planning based on the realities that managers and analysts face every day. This workshop not only teaches proven techniques to improve forecasting and scheduling but allows you to practice those techniques with input from expert instructors. You and your colleagues will work through realistic exercises to solve common forecasting, staffing, and scheduling challenges. You will leave with a laptop full of true-to-life examples and reference for many years to come.