Certification Program in WFM Capacity Planning 

WFM Capacity Planning course is business cases based learning from Basic to advanced level,
116 Enrolled
6 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
  • To become an SME (subject matter expert) in Workforce Planning

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 WFM Capacity Planning  course
Getting started with WFM Capacity Planning  course

  • Experts Talks and Trends in Capacity Planning
  • Overveiw of Capacity Planning
  • Introduction to WFM Capacity Planning ( Practice Session)
  • Capacity Planning Process flow Practical Session
  • WFM Lifecycles and Capacity Planning 
  • WFM Capacity Planning how it works
  • WFM Planning & Capability Building- Advanced Level
  • Capacity Planning Business Cases and Examples
  • RFP Master Class
  • RFP & Billing Practical Session




3586 Students
24 Courses


Total 7 Ratings

Reviews (7)

  1. RR

    Rayham Rizvi

    6 months ago
  2. BH

    Brendan Herman

    6 months ago
    matches what I was taught in BPO about capacity planning and tenders.
  3. MA

    Mehjabin Akhtar

    9 months ago
  4. AA

    Atul Arya

    10 months ago
    Each and everything explained very well
  5. AM

    Abhijit Maitra

    12 months ago
    very good
  6. Vinay Vasudevan
    It was very good match and in depth explanation
  7. AH

    Ajeet Hundal

    2 years ago
    I was doing this course to get some hands on experience with Capacity plans Great session to explain capacity plans and participants shared different models and approaches. Excellent course.

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