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Workforce Management 

DURATION: 16 hours (2 days)

Course Description

This 2-day instructor-led workshop covers forecasting, staffing, scheduling, service and cost and how each of these affects the final count.  Designed for the BPO industry in either voice or non-voice specialty, this training will cover the impact of each headcount in terms of achieving service goals identified for the day.  

Course Objectives

At the end of this course, the participant should be able to: 

  1. Define workforce management and its implications on cost and service.  

  2. Describe why BPO staffing is such a unique kind of problem.   

  3. Outline the step-by-step process of forecasting calls, calculating staff and creating workforce schedules.  

  4. Identify the impact that every individual has on meeting service goals and balancing workload.  

  5. Learn to address common workforce management issues.  


An attendee who intends to join this class is preferred to at least have experience in managing a small team, but not strictly required.   

Who Should Attend

Operations Managers, Customer Service Leads, Team Leaders or Supervisors who work in the BPO industry responsible for managing employees.   

Course Content

  1. Overview

  2. Planning and Strategy 

  3. Staffing and Scheduling  

  4. Managing Daily Schedules and Service

  5. Measures and Reports 

  6. Solving Common Workforce Management Problems  

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