WFM Technician Course

Preview certificate

What will I learn?

Boost your call centre career with our WFM Technician Course, designed to give professionals like you the skills you need for workforce management. Get stuck into data analysis, understanding industry service levels and average handling time. Learn how to put together good reports, make schedules work better, and cut costs properly. Understand how call centres work, use technology, and improve performance with important numbers. This short, but good course gives you practical ideas to help you work better and succeed in your job.

Develop skills

Enhance the growth of the practical skills listed below

Get good at data analysis: Properly analyse call volume and handling time.

Write reports: Structure and present workforce management ideas in a clear way.

Make costs lower: Put in place ways to reduce costs and manage budgets.

Improve scheduling: Create good schedules for busy and quiet times.

Make things more efficient: Reduce idle time by using flexible scheduling solutions.

Suggested summary

Workload: between 4 and 360 hours

Before starting, you can modify the chapters and the workload.

  • Select which chapter to commence with
  • Add or remove chapters
  • Increase or decrease the course workload

Examples of chapters you can include

You’ll be able to generate additional chapters similar to the examples below

This is a free course focused on personal and professional growth. It does not equate to a technical, undergraduate, or postgraduate qualification, but offers practical and relevant knowledge for your professional journey.