WFM

Certification in Basics of WFM

 The basics of the WFM course is for intermediate level
4.6
(388)
2,652 Enrolled
2 hours 20 minutes

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

Material Includes

  • Tutorial Booklets
  • Instruction Videos

Requirements

  • No experience or pre-knowledge required
  • Any computer and/or laptop (both Window and Mac OS)
  • No special software needed, just a connection to the Internet

Audience

  • Professionals in WFM/ HR / Resource Management / Operation/ MIS/ Call Centre/ BPO / Students

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 (part-1)
    22:44
  • Tools used in WFM (part-2)
    02:48
  • WFM & Roles & Responsibilities-2
    04:08
  • WFM & Roles & Responsibilities-2
    02:33
  • WFM & Roles & Responsibilities-3
    04:50

Instructors

gwfmlearning

gwfmlearning

4.7
34375 Students
23 Courses

Feedback

4.6
Total 388 Ratings
70.103092783505%
24.484536082474%
3.8659793814433%
0.77319587628866%
0.77319587628866%

Reviews (388)

  1. AS

    Amrit Singh

    12 hours ago
    NA
  2. VG
    Good Knowledgeable session for WFM beginners
  3. PK

    Prasant Kodam

    1 day ago
    NA
  4. MV
    Detailed explanation, May need more images based explanation for easy understanding.
  5. NM

    Nikhil maurya

    2 days ago
    Gud
  6. JJ
    Good content to brush up on the basics of WFM.
  7. DK

    Dattathri K K

    2 days ago
    Great topics covered.
  8. AA

    Amit Ahuja

    2 days ago
    Good Learning Experience
  9. SB

    Sowjanya B

    3 days ago
    It is very important to learn everyone
  10. GB
    good course
  11. MK
    NA
  12. AS
    it's a knowledge gain session
  13. SR

    Sunita Roy

    4 days ago
    NA
  14. PK

    Pradeep Kumar

    4 days ago
    Nice
  15. SS

    Suraj Singh

    4 days ago
    na
  16. SP

    Swarup Pawar

    5 days ago
    good
  17. GK

    Gaurav Kashyap

    5 days ago
    Awsome
  18. SC
    Excellent
  19. MM

    Madhu Muddada

    5 days ago
    Good

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