This course provides sound understanding of WFM as a function, related processes and how they impact the day-to-day business
- True Challenges of Workforce Management
- Fundamental Steps of Workforce Management
- WFM Roles & Responsibilities
- An Overview of the Workforce Management Process
- Impact of WFM on Service Delivery and Cost of Service.
- Describe why call centre staffing is such a unique kind of problem.
- Outline the step-by-step process of forecasting calls, calculating staff, and creating workforce schedules.
- Identify the impact that every single individual has on meeting service goals and balancing workload