Elearning Modules



Course Name: Introduction to Workforce

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Description: Workforce management is an essential component in any operations professional's knowledge repetoire. It describes the very essence of how operations runs. Knowledge of WFM, as it is popularly known, provides operations professionals with the levers by which they can make better decisions to achive better productivity and service levels.

Target Audience: People from any role or background from the BPO industry who have no prior knowledge of Workforce Management.

Duration: 3 Hours

Course Objectives: At the end of this course, the learner will be able to:

a. Explain the meaning of workforce management

b. Identify the need for workforce management

c. List the phases in workforce management

d. Gather and analyze data

e. Forecast workload

f. Calculate staffing requirements

g. Create staff schedules

h. Manage realtime operations

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