Workforce Management Specialist

7 days ago


Melbourne, Victoria, Australia Acxpa Full time
Unlock Efficient Contact Centre Operations

The March 2024 Real-Time WFM training course is designed for Contact Centre Analysts to enhance their skills in workforce management, ensuring they can make informed decisions, optimize planning, and improve customer experience.

Course Overview

This comprehensive course covers the fundamentals of workforce planning, tracking, and analysis, as well as intervention and recommendations. Participants will learn to forecast future customer demand, align rosters, and manage exceptions to maximize business and customer outcomes.

Key Takeaways
  • Understand the importance of workforce management in contact centres
  • Learn to forecast and schedule staff effectively
  • Track and analyze results to inform decision-making
  • Develop skills to manage exceptions and make recommendations
Course Details

The course will be delivered online, and participants will receive a certificate upon completion. Tickets can be purchased instantly with a credit card or an invoice can be requested at checkout.

Discounts Available
  • Save 15% when booking for three or more staff in the same transaction
  • ACXPA Members save 25% off all CX Skills courses for 12 months

Contact us for any questions regarding the March 2024 Real-Time WFM training course.



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