WFM

Certification in Basics of WFM

 The basics of the WFM course is for intermediate level
4.8
(173)
1,202 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
    04:49

Instructors

gwfmlearning

gwfmlearning

4.8
12651 Students
22 Courses

Feedback

4.8
Total 173 Ratings
82.658959537572%
13.294797687861%
2.8901734104046%
0.57803468208092%
0.57803468208092%

Reviews (173)

  1. SK

    SATHISH KESAVAN

    12 hours ago
    Good Session
  2. KM
    Good experience learning GFWM basics
  3. RG

    Rabi Gupta

    2 weeks ago
    Good course for someone who wants to know how WFM works.
  4. RC

    Rita choudhary

    2 weeks ago
    its designed very effective way easy to understand and gives insight of the process.
  5. G

    Gadepalli

    2 weeks ago
    yes
  6. PM

    pravin mokashi

    2 weeks ago
    KNOWLEGABLE
  7. SN
    Great!
  8. NC
    good
  9. 4 weeks ago
    Yes, this course is related to my work, Thank you
  10. PG

    Pravin Gade

    4 weeks ago
    it is very helpful to improve my knowledge in WFM.
  11. 1 month ago
    I'm Gald to Embrace the knowledge of WFM with GWFM is so enjoyable and useful to gain more.
  12. SA

    Sridhar Ayyasamy

    1 month ago
    Good
  13. VJ

    Vicky Joseph

    1 month ago
    Excellent course to know the basic of WFM. Helps to understand the roles and responsibilities of WFM and importance of WFM.
  14. NK

    Nirmal Kumar

    1 month ago
    Best in learning.
  15. SM

    Shubhrata Misar

    1 month ago
    Great.
  16. JE

    Joel Echavez

    1 month ago
    Nice
  17. 1 month ago
    This course really helped me improve my knowledge and skills in WFM.
  18. LB

    Lamont Bell

    1 month ago
    NA
  19. SS

    Sufiyan Shaikh

    1 month ago
    Astounding!
  20. NA

    Naif Ansari

    1 month ago
    Fantastic Learning

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