WFM Technician Course
What will I learn?
Advance your career in the call centre industry with our Workforce Management (WFM) Technician Course, specifically designed to equip professionals with vital workforce management skills. Delve into data analysis, mastering industry-standard service levels and Average Handling Time (AHT). Learn to develop impactful reports, optimise scheduling, and effectively reduce costs. Gain a comprehensive understanding of call centre operations, leverage technology, and improve performance using key metrics. This concise, high-impact course offers practical insights to enhance efficiency and drive success in your role.
Develop skills
Enhance the development of the practical skills mentioned below
Master data analysis: Effectively analyse call volume and handling time data.
Craft reports: Structure and present workforce management insights in a clear and concise manner.
Optimise costs: Implement cost-reduction strategies and manage budgets efficiently.
Enhance scheduling: Develop efficient schedules for peak and off-peak hours.
Boost efficiency: Reduce idle time using flexible scheduling solutions.
Suggested summary
Workload: between 4 and 360 hours
Before starting, you can modify the chapters and the workload.
- Choose which chapter to start with
- Add or remove chapters
- Increase or decrease the course workload
Examples of chapters you can add
You will be able to generate more chapters like the examples below
This is a free course, focused on personal and professional development. It is not equivalent to a technical, undergraduate, or postgraduate course, but provides practical and relevant knowledge for your professional journey.