4.59
(17 Ratings)

Certification in Basics of WFM

Categories: WFM
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About Course

Introduction :

Workforce management (WFM) is an integrated set of processes that a company uses to optimize the productivity of its employees. WFM involves effectively forecasting labor requirements and creating and managing staff schedules to accomplish a particular task on a day-to-day and hour-to-hour basis.

Importance of workforce management :

WFM systems enable organizations to gain insights into such business metrics as the exact number of employees needed to complete a particular job at a given time of the day, week or month. It also helps track employees’ daily performance.

For example, in a contact center, WFM helps maximize the use of agent labor by forecasting the volume of transactions — calls, messages or emails — and scheduling the correct number of agents with the proper skills at the right time to handle the expected volume of transactions.

UNDERSTANDING THE BASICS OF WORKFORCE MANAGEMENT

After completing this module, participants would be able to:

1.Understanding of the BPO operations.
2.Overview of Call Routing and Life Cycle of a call.
3.Understand the various sub-functions of WFM – Roles & Responsibilities
4.Understand the Command Center Roles and Benefits – Decision-making is key
5.Overview of Tools, Metrics, and Measures
6.Pricing Models
7.Overview of Bill to Pay & Power of One
8.Calculation & Exercise

 WFM Management and Roles & Responsibilities

The Workforce Management (WFM) team provides guidance for effective resource planning and utilization. The Workforce Management role contributes to caller satisfaction, employee satisfaction, operational effectiveness, and profitability.

WFM Mission- Supporting our business goals by having the right people in the right place at the right time to achieve our customer and shareholder targets while preserving employee satisfaction.

WFM’s objective is to plan and manage staff allocation that meets client, customer, and employee needs –with the flexibility to respond to real-time variations from the plan.

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What Will You Learn?

  • Understanding of the industry
  • Understand the various sub-functions of WFM – Roles & Responsibilities
  • Overview of Tools, Metrics, and Measures

Course Content

Basics of Workforce Management
Complete undertand of Basics of Workforce Management

  • Understanding The Basics Of Workforce Management
    14:10
  • WFM Management and Roles & Responsibilities
    11:57
  • Tools used in WFM
    22:44

Student Ratings & Reviews

4.6
Total 17 Ratings
5
13 Ratings
4
3 Ratings
3
0 Rating
2
0 Rating
1
1 Rating
KK
2 days ago
.
Ayush Tiwari
7 days ago
Good
SS
7 days ago
NA
PS
7 days ago
good
Munmun Das
1 week ago
Good
KK
1 week ago
grt learning
SS
1 week ago
.
NS
1 week ago
5 star
LM
1 week ago
Na
TD
1 week ago
good
RD
2 weeks ago
Very effective for learning
AS
2 weeks ago
Good
AS
2 weeks ago
Dont even get time to look at the content because i had to submit the status of this course within 5 minutes of enorrling this
AA
2 weeks ago
It was good
HB
2 weeks ago
Nice
AA
2 weeks ago
GOOD
SA
2 weeks ago
great

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