Workforce Management Boot Camp | Technical Service and Support
 
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Workforce Management Boot Camp

This course is delivered in partnership with ICMI.

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A comprehensive, four-day workshop that integrates all aspects of workforce management to give work force management professionals the precise, start-to-finish skills that will improve accuracy, efficiency, increase employee and customer satisfaction, and consistently meet service levels.

ICMI’s Workforce Management Boot Camp is an unparalleled opportunity to learn an integrated approach to call center workforce planning based on the realities that managers and analysts face every day.

Through this boot camp, you’ll supplement your on-the-job experience with formal training. You’ll focus on gaining a complete understanding of the theory of workforce management (WFM).

What You Will Learn

  • Understand the basic WFM statistics
  • Examine a variety of forecasting models and determine what works best for you
  • Provide more value through reporting and data administration
  • Get the most out of Excel
  • Use forecasting, scheduling, and analysis tools to increase efficiency
  • Reduce the “chaos mentality” of real-time management and build a proactive real-time management plan
  • Create long-term staffing plans that account for the realities in your center
  • Identify how and when to reforecast

Who Should Attend?

  • Workforce directors, managers, and supervisors who want hands-on expert training in WFM theory and practice

Course Outline

Unit 1: What is WFM

  • The planning and management process
  • WFM maturity assessment
  • Workforce management team structure

Unit 2: Excel - a key tool for WFM

  • Weighted Average
  • Standard deviation: measuring and controlling variation
  • Correlation
  • Pivot tables
  • Advanced formulas
  • Advanced statistics that will help you do your job
  • Samples versus population data

Unit 3: Forecasting

  • Cleaning the data
  • Statistical methods including:
    • Historical models
    • Driver based
    • Event models
    • Judgment based forecasting
    • Comparing forecast performance with regression testing

Unit 4: Long Term Staffing

  • Value of a long term plan
  • Shrinkage/RSF
  • Vacation and holiday planning
  • Staff utilization
  • Staffing models

Unit 5: Weekly Staffing and Scheduling

  • Zero based staffing
  • Scheduling practices
  • Determining shifts
  • Determining FT/PT ratio

Unit 6: Real Time Management

  • Proactive planning
  • Day before adjustments
  • Building a real time response plan
  • Adherence to schedule

Unit 7: Data Administration and Reporting

  • Reporting and data administration
  • Communicating the value of workforce management
  • Building a real time response plan
  • Adherence to schedule
Calendar

Public Classroom

Price: $2995

Facilitated by a faculty member, this four-day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Structured discussions facilitate networking and learning from real-world experiences.
  • To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.

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Onsite

HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.
Date Location Course Member
Price 		Price
6/18 - 6/21/13 Oak Brook , IL Workforce Management Boot Camp $2995 $2995 Show class details
9/24 - 9/27/13 San Diego , CA Workforce Management Boot Camp $2995 $2995 Show class details
 

HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.


HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description