Certification Program in Basics of WFM Capacity Planning 

WFM Capacity Planning course is business cases based learning from Basic to advanced level,
1,738 Enrolled
2 hours 20 minutes

About Course

Capacity planning is the process of determining the production capacity needed by an organization to meet changing demands for its products. In the context of capacity planning, design capacity is the maximum amount of work that an organization is capable of completing in a given period. Effective capacity is the maximum amount of work that an organization is capable of completing in a given period due to constraints such as quality problems, delays, material handling, etc.

The phrase is also used in business computing and information technology as a synonym for capacity management. IT capacity planning involves estimating the storage, computer hardware, software, and connection infrastructure resources required over some future period of time. A common concern of enterprises is whether the required resources are in place to handle an increase in users or the number of interactions. Capacity management is concerned and adding central processing units (CPUs), memory, and storage to a physical or virtual server. This has been the traditional and vertical way of scaling up web applications, however, IT capacity planning has been developed with the goal of forecasting the requirements for this vertical scaling approach.

A discrepancy between the capacity of an organization and the demands of its customers results in inefficiency, either in under-utilized resources or unfulfilled customer demand. The goal of capacity planning is to minimize this discrepancy. Demand for an organization’s capacity varies based on changes in production output, such as increasing or decreasing the production quantity of an existing product or producing new products. Better utilization of existing capacity can be accomplished through improvements in overall equipment effectiveness (OEE). Capacity can be increased through introducing new techniques, equipment, and materials, increasing the number of workers or machines, increasing the number of shifts, or acquiring additional production facilities.

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What Will You Learn?

  • GWFM Course offers peer learning and practical sessions with business cases :
  • 1)Understand Fundamentals of Capacity Planning
  • 2)Understanding the Business Requirement for long term and short term
  • 3)Prediction of Key Metrics like Call Volume, AHT, Shrinkage, Attrition & Productivity
  • 4)HC Strategy and planning methods
  • 5) Learn and practice Talent Capability Building
  • 6)Map the availability of HC in Various Stages including GIG Talents
  • 7)Managing Overstaffing / Understaffing / Raising Service Order
  • 8)Factors Impacting Capacity
  • 9)Tracking of Key Planning Metrics
  • 10)Aligning Operations Plan with Financial Planning
  • 11) Learn the best practices in Capacity planning and tool
  • 12) Peer Learning with other WFM Planners and Experts - exchange views and thoughts followed by Q&A

Material Includes

  • Tutorial Booklets
  • Instruction Videos


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


  • Any WFM / Resource Management / HR / Operation Professionals

Course Content

Getting started with Basics of WFM Capacity Planning  course
Getting started with Basics of WFM Capacity Planning  course

  • Overview of Capacity Planning

Advanced Workforce Planning Technique
Workforce planning isn't just about filling vacant positions anymore. In today's dynamic business landscape, organizations need sophisticated strategies to anticipate future talent needs, attract and retain top performers, and ensure they have the right skills and competencies to thrive. This is where advanced workforce planning techniques come into play.

Capacity Plannig Life cycle




18926 Students
23 Courses


Total 155 Ratings

Reviews (155)

  1. VJ

    Vidyasagar Jvi

    12 mins ago
    very interesting insights on Capacity planning , good content material.
  2. RV

    Roopashree V

    9 hours ago
    Very Relevant ...very well explained. Thank you
  3. DP


    12 hours ago
  4. DK

    Deekshith Kj

    13 hours ago
  5. AK

    Amit Khanna

    2 days ago
  6. RN
  7. JC
  8. ED
    Good content
  9. SB
  10. SS
    good contents
  11. SL

    Samrat Lahiri

    1 week ago
  12. DK
  13. AF

    Anne Freda

    2 weeks ago
  14. ST

    Sourabh Tiwari

    2 weeks ago
  15. HM
    Valid course
  16. ST

    Shikher Tyagi

    3 weeks ago
    Very detailed, explained with examples and that's really helpful. Find it very informative.
  17. AN

    Ajeet Nair

    4 weeks ago
  18. KP

    Kaushal Patil

    1 month ago
    I have completed Basics of WFM Capacity Planning training & the module is very useful and informative. I am from TSC team and it made me understand with simple terminology and examples how the demand and supply is planned and managed. This will help me in my career to perform day to day tasks in more better ways.

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