Real-Time Workforce Management Specialist

3 days ago


Melbourne, Victoria, Australia Acxpa Full time

As a Real-Time Workforce Management Specialist at Acxpa, you will play a critical role in ensuring the success of our contact centre operations. The March 2024 Real-Time WFM for Contact Centre Analysts training course is designed to equip you with the skills and knowledge required to make informed decisions, encourage efficient planning, and improve customer experience.

This comprehensive course covers everything from workforce planning fundamentals to tracking and analysis, as well as intervention and recommendations. You will learn how to optimize resources during busy periods, balance staff preferences with shift and break times, and provide recommendations to the business.

The course consists of four modules delivered live over one day, facilitated by CallDesign, the Workforce Optimisation experts in Australia. You will gain a deeper understanding of workforce management, including forecasting, scheduling, and exception management.

What You'll Learn
  • Workforce planning fundamentals
  • Forecasting and scheduling
  • Tracking and analysis
  • Intervention and recommendations

No prior experience with WFM software is required, but if you're interested in exploring vendors, we have listed suppliers on the Australian Customer Experience Professionals Association (ACXPA) Supplier Directory.


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