Certificate of Technical Expertise in WorkForce Management

WorkForce Management (WFM) is an important technical aspect of cost-efficient Contact Centre Operations. This training curriculum will help internal staff to develop or enhance their expertise in WFM processes. These courses offer detailed step-by-step knowledge of the entire WFM process. Each workshop combines theory with hands-on exercises, using real-life Canadian case studies to maximize learning.

WFM Professionals who complete all five one-day courses receive the Certificate of Technical Expertise in WorkForce Management from the Institute for Contact Professionals. Except for 'WorkForce Management Fundamentals' which is a pre-requisite for the other four topics, workshops can be taken in any order.

Course	Description
WorkForce Management Fundamentals	This one-day program offers a high-level overview of the WorkForce Management process- the art of balancing long term budgets and short-term execution. Learn the basics of WFM starting with the annual Planning process then moving to forecasting and scheduling, and intra-day activities and reporting. As stand-alone training, this course is perfect for Managers and those new to WFM. For those continuing with the WFM Certificate, it is a pre-requisite for any of the following courses.
WFM Planning	Learn how to conduct an annual planning process including data gathering, resource analysis, flexible workforce info (at-home agents), FTEs and budgeting. Attendees will learn how to create a planning document and will understand the basics of resource allocation and hiring plans.
WFM Forecasting	Attendees learn how to predict Call Centre workload and future events. Using various quantitative and intuitive methods and info from the planning document you will learn how to derive weekly and daily forecasts by the required interval. You will also learn how and why to adjust your calculations.
WFM Scheduling	The outcome of scheduling process is a weekly / bi-weekly plan which specifies when employees will be on duty. Learn how to determine the shrinkage in base staff required, develop required tours, tour assignments and create a complete schedule while incorporating agent preferences.
WFM Intra-day and Reporting	No WFM plan can be carved in stone. Learn how to incorporate last-minute changes and unexpected events into the schedule and maintain Service Level by making adjustments for actual workload. You will also learn what to report and how to analyze performance to continuously improve your Call Centre operation.

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