Workforce Management Essentials

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Workforce Management Essentials

May 23 @ 9:00 am - May 25 @ 5:00 pm

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.


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


May 23 @ 9:00 am
May 25 @ 5:00 pm
Event Category:


Suitable for:
Workforce Optimisation roles
Start Time
Multiple days


Call Design
1300 397 399

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