NSW Workforce Management Essentials

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NSW Workforce Management Essentials

November 20 @ 9:00 am - November 22 @ 5:00 pm

$3300
Call Design Events for Workforce Optimisation training

This 3 day course covers the workforce management principles and practicalities that are essential for all Workforce Planners to know and understand. The course covers everything from forecasting for both inbound and outbound contacts to scheduling and real time management. It is designed on best practice theory and has no dependency on owning or purchasing a particular brand of software for success!

At the end of day 3, participants will sit an exam for accreditation.

Outline:

1) Introduction & Overview2) Forecasting & Planning
  • Introduction to Workforce Management
  • WFM Team Structures
  • Time Series Analysis
  • Erlang C
  • Shrinkage
  • Attrition
  • Outbound Forecasting
3) Scheduling Considerations4) Performance Analysis
  • Scheduling considerations
  • Scheduling components
  • Schedule creation
  • Monitoring Daily Performance
  • Managing Adherence and Attendance
  • Measuring the WFM Team’s Performance​
5) Contingency planning6) Communication
  • Phase 1 – Analyse & Prepare for Change
  • Phase 2 – Manage Change
  • Phase 3 – Reinforce Change
  • Effective communication
  • Creating a clear message
  • Choosing the correct medium
  • Dealing with conflict
7) A day in the life of a WFP
  • Daily tasks
  • Weekly tasks
  • Monthly tasks
  • Other tasks

Delivered by:

Call Design Events for Workforce Optimisation training

Details

Start:
November 20 @ 9:00 am
End:
November 22 @ 5:00 pm
Cost:
$3300
Event Category:
Website:
https://www.auscontact.com.au/events/event/wfm-essentials-nsw-2-2018

Other

Suitable for:
Workforce Optimisation roles
Start Time
Morning
Duration
Multiple days

Venue

Auscontact National head office
Suite 301, 55 Chandos Street
St Leonards,New South Wales2065Australia
Phone:
1800 025 727
Website:
https://www.auscontact.com.au/

Organiser

Call Design
Phone:
1300 397 399
Website:
https://www.calldesign.com.au/

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