Workforce Management For Team Leaders Course
Our Workforce Management for Team Leaders course teaches you the basics of workforce management. We’ve designed it specifically as a leadership training program for team leaders or those with an interest in understanding the fundamentals of workforce management practices.
You’ll learn the importance of workforce management and gain insight into techniques to help you make better business decisions with our specially designed team leader course.
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Workforce Management For Team Leaders Course
The one day Call Design Workforce Management For Team Leaders course teaches the basics of workforce management and is designed specifically for team leaders or those with an interest in understanding the fundamentals of workforce management practices.
Participants will learn the importance of workforce management and gain insight into techniques used to help make better business decisions and identify resourcing requirements to become more effective leaders.
Next start date
No dates found.
Location
No location found.
Course duration
No duration found.
Price
No price found.
Related courses:
Workforce Management is an important function in contact centres but one that is often misunderstood by people outside the WFM team. Hence the need for good team leader management courses. This course is designed specifically for team leaders, managers and anyone with a stake in the workforce management process to help them better understand the challenges involved; the impact of on-the-day staff movements and strategies that can be put in place to optimise the process.
You don’t need to own or buy any WFM software or have any prior business leader training to do this course – anyone can pick it up.
Who is this course for?
- Team Leaders
- Contact Centre Managers
- Anyone with a stake or interest in the workforce management process
- Anyone interested in undertaking business leader training
What will I learn?
In this leadership training course, you will learn about the art and science of workforce planning, and how it fits within your business.
We’ve designed this team leader course to help you make better resourcing decisions and help you understand how workforce planning can be a strategic asset, and a key differentiator, for your business.
Why choose Call Design?
We are a leading workforce management consultancy, helping improve enterprise-level workforce optimisation since 1999.
Our team of consultants have worked in the industry, and have significant experience implementing and training best practice Workforce Management. We have a range of industry-leading WFM and WFO tools to help improve your business processes.
THE COURSE AT A GLANCE
- Introduction & Overview
- Workforce Management 101
- The Power of One
- Workforce Engagement Manangement
Course structure
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
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
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
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
Call Design is one of Australia’s leading specialists in the workforce optimisation space in which workforce management is a key component. Our expert consultants have experience working with businesses of all sizes, accessing a suite of products and training solutions designed to improve staff performance, streamline business operations, and ultimately, help you provide customers with a better service.
If you believe your management team could benefit from a better understanding of workforce management, leadership training and increasing staff engagement, it is imperative that you act now. Contact us today to learn more about attending this course, or about any of Call Design’s other services.