Workforce Management For Team Leaders Course
Workforce Management for Team Leaders is a practical, easy to understand course designed to introduce the core principles of workforce management. Tailored specifically for team leaders, management and anyone looking to better understand WFM, this course provides the tools and knowledge needed to support smarter decision making in a contact centre environment.
Workforce Management plays a vital role in contact centre performance, yet it is often misunderstood by those not directly involved in the planning process. This training demystifies WFM by exploring the key concepts, real-time challenges, and the impact of daily staffing decisions. Participants will learn how to better collaborate with their workforce planning teams and contribute to a more efficient, well-run operation.
No prior WFM experience or access to workforce management software is required. Whether you’re new to leadership or simply looking to strengthen your understanding of how WFM drives performance, this course is for you.
Related courses:
LOCATION: ONLINE
COURSE DURATION: 1 DAY
PRICE: $600.00 ex GST
What You Will Learn:
- Workforce management fundamentals and their impact on contact centres
- How staffing decisions affect daily operations and business outcomes
- Techniques to optimise scheduling and manage on-the-day staff movements
- Strategies for improving efficiency without compromising service quality
- Insights into workforce planning challenges and how to navigate them
- Practical leadership skills to support WFM processes and decision-making
Course Outline
Module 1: Introduction
With over 70% of contact centre operating costs being related to personnel, it is critical to ensure the right number of staff are in place to optimise the customer experience.
IN THIS MODULE
You will gain an understanding of what workforce management is; why it is so important and the challenges that organisations face when trying to optimise the customer experience.
We will cover:
- The role of workforce management
- Why workforce planning is so important
- The challenges associated with optimising the customer experience
Module 2: Workforce Management 101
To lead one of Australia’s top-performing teams, it is important to understand what causes fluctuations in service levels. That means understanding the basics of workforce management. This team leader course helps in gaining that insight.
IN THIS MODULE
We provide insight into the importance of workforce planning from a manager’s perspective. This business leader training module includes an overview of forecasting, scheduling and real-time management empowering you as a team leader to make better business decisions.
We will cover:
- Forecasting- how and why historical data is analysed and the drivers that influence demand
- Scheduling- balancing customer service requirements and meeting service level goals with the scheduling preferences of your staff
- Real-time management/ Service Level Planning – strategies to optimise staffing decisions throughout the day
Module 3: The Power of One
It is important for staff to understand the role they play in building customer relationships as well as impacting the overall service that is provided to customers. Everyone has a role to play and everyone is important.
IN THIS MODULE
Team leaders will learn how to explain the impact staff have on service level and customer experience as well as occupancy and profitability.
We will cover:
- The impact each individual has on the customer experience
- The impact on workload, occupancy and service level when staff are not where they should be
Module 4: Workforce Engagement Management
Happy staff make happy customers. In fact, academics and business leaders around the world agree that poor staff motivation and high levels of disengagement can lead to a poor customer experience – quite simply, if your staff aren’t willing to put in the effort, your customers will notice. Therefore, it is essential that team leaders are highly competent in managing engagement levels and encouraging better participation and performance.
IN THIS MODULE
The final module on leadership training covers the strategies and techniques necessary to help your managers motivate and engage their teams. It outlines how to motivate staff; where rewards and recognition can fit into your day-to-day process: and a number of proven techniques that can ensure your workforce engagement management initiatives are a success.
We will cover:
- The basic principles of staff motivation
- Recognition and rewards strategies
- Proven techniques to ensure workforce engagement success
