Contact Centre Workforce Planning & Scheduling Course

Name: Contact Centre Workforce Planning and Scheduling Training Course
Availability: InStock

Build defensible forecasts, staffing requirements, fair schedules, and intraday controls for multi-channel contact centre operations.

Contact Centre Workforce Planning & Scheduling Course

At a glance

Duration: 1 Week
Format: Classroom
Cities: Accra, Lagos, Barcelona, Amsterdam, Langkawi, Trabzon and more
Next session: 1 – 5 November 2026, Accra
Average fee: 5,750 €

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Contact Centre Workforce Planning and Scheduling Training Course

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Overview

Contact Centre Workforce Planning and Scheduling Training Course is a one-week professional programme for workforce management, operations, scheduling, forecasting, quality, and service-level professionals who leave with a Contact Centre WFM Operating Plan. It addresses the gap between demand forecasts, staffing requirements, workable schedules, and live operational decisions through interval data, transparent assumptions, scenario modelling, and structured controls. Agile Leaders Training Center develops practical capability in contact centre workforce planning.

Who Should Attend

Teams responsible for forecasting interaction demand and workload
Functions responsible for translating workload into staffing requirements
Operations groups responsible for schedules, coverage, and service delivery
Real-time teams responsible for adherence and intraday contact centre management
Quality and analytics functions responsible for performance evidence
People teams responsible for fair scheduling and employee considerations

The course assumes participants work with contact-centre demand, staffing, schedules, or performance data and leaves out software administration and vendor-specific configuration.

Departments and Industries

The course supports workforce management and operations across service environments with interval-based customer demand.

Contact centre workforce management and resource planning
Customer service operations in banking, insurance, and utilities
Retail, travel, hospitality, and e-commerce support operations
Healthcare appointment and patient contact services
Telecommunications and technical support functions
Shared services and outsourced customer operations

Learning Objectives

By the end of this course, participants will be able to:

Analyze interval demand, handle time, and workload patterns
Build contact centre staffing requirements with explicit assumptions
Apply shrinkage, occupancy, and service-level considerations
Design schedules that balance coverage, skills, and fairness
Use adherence evidence for intraday operational decisions
Evaluate forecast, staffing, schedule, and service performance

Course Agenda

Day 1: Workforce Planning Foundations

Workforce Management for Contact Centres
Service Objectives and Planning Horizons
Interaction Channels, Skills, and Work Types
Planning Roles, Decisions, and Governance
Demand-to-Service Operating Model

Day 2: Workload Forecasting

Historical Interval Data and Data Quality
Volume, Average Handle Time, and Workload
Patterns, Seasonality, Events, and Judgement
Voice and Asynchronous Digital Demand
Forecast Accuracy and Bias Review

Day 3: Staffing Requirements

Service Level, Response Time, and Abandonment
Erlang C Purpose and Assumption Boundaries
Occupancy, Concurrency, and Multi-Skill Effects
Shrinkage Categories and Requirement Uplift
Contact Centre Staffing Requirements Model

Day 4: Scheduling and Intraday Control

Contact Centre Forecasting and Scheduling Linkage
Shift Patterns, Breaks, Activities, and Constraints
Coverage Fit, Employee Preferences, and Fairness
Schedule Adherence and Exception Interpretation
Intraday Reforecasting and Response Options

Day 5: Performance and Capstone

Forecast, Staffing, Schedule, and Service Measures
Interval Reporting and Root-Cause Diagnosis
Scenario Trade-Offs and Decision Escalation
WFM Governance, Review Cadence, and Controls
Capstone: Contact Centre WFM Operating Plan

Practical Exercises

Suggested activities turn operational data into traceable workforce decisions.

Suggested activity: clean an interval dataset and calculate workload drivers
Suggested activity: build staffing and shrinkage scenarios against a service objective
Suggested activity: compare schedule coverage with requirements and employee constraints
Suggested activity: run an intraday variance scenario and document decisions

FAQs

Who suits contact centre workforce planning training, and what experience is assumed?

Professionals who work with demand, staffing, schedules, adherence, or service performance suit the programme. It assumes familiarity with contact-centre operations but does not require advanced statistics or a specific WFM platform.

How does contact centre forecasting and scheduling differ from general workforce planning?

Contact-centre planning works at detailed time intervals and links volatile interaction demand, handling time, queues, service objectives, skills, shrinkage, and schedules. General workforce planning usually focuses on broader headcount and capability horizons.

Does contact centre workforce planning use Erlang C for every channel?

No. Erlang C can support queued voice staffing under stated assumptions, while asynchronous digital work, concurrency, blended skills, and complex routing may require different calculations, simulation, or operational judgement.

How should shrinkage be used in contact centre staffing requirements?

Shrinkage should be defined by category, measured consistently, separated from workload, and applied transparently to productive staffing requirements. Leaders should test assumptions rather than hide avoidable loss inside one percentage.

What makes intraday contact centre management effective?

Effective intraday management compares actual demand, handle time, staffing, and adherence with plan at useful intervals, diagnoses causes, selects proportionate responses, records trade-offs, and protects both service and employee wellbeing.

Conclusion

Participants take back a Contact Centre WFM Operating Plan linking forecasts, staffing requirements, schedules, intraday controls, measures, and governance. It makes planning assumptions visible and decisions easier to review. The plan helps operations respond consistently when demand, availability, or service performance moves away from forecast.

credits: 5 credit per day

Course Mode: full-time

Provider: Agile Leaders Training Center

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Showing 1-20 of 76 events

Location	Dates	Duration	Mode	Price
Accra	Week 44, 2026 1 – 5 November 2026	1 Week	Onsite	€4,100
Lagos	Week 44, 2026 1 – 5 November 2026	1 Week	Onsite	€4,100
Barcelona	Week 46, 2026 9 – 13 November 2026	1 Week	Onsite	€5,700
Amsterdam	Week 47, 2026 16 – 20 November 2026	1 Week	Onsite	€5,700
Langkawi	Week 49, 2026 6 – 10 December 2026	1 Week	Onsite	€6,000
Trabzon	Week 49, 2026 6 – 10 December 2026	1 Week	Onsite	€6,800
Bangkok	Week 50, 2026 13 – 17 December 2026	1 Week	Onsite	€6,000
Rome	Week 52, 2026 21 – 25 December 2026	1 Week	Onsite	€5,700
Kuala Lumpur	Week 53, 2026 28 December 2026 – 1 January 2027	1 Week	Onsite	€5,200
Amsterdam	Week 01, 2027 4 – 8 January 2027	1 Week	Onsite	€5,700
Paris	Week 02, 2027 11 – 15 January 2027	1 Week	Onsite	€5,700
London	Week 03, 2027 18 – 22 January 2027	1 Week	Onsite	€5,700
Nice	Week 03, 2027 18 – 22 January 2027	1 Week	Onsite	€5,700
Seoul	Week 04, 2027 25 – 29 January 2027	1 Week	Onsite	€10,000
Kuwait	Week 04, 2027 31 January – 4 February 2027	1 Week	Onsite	€5,500
Tokyo	Week 05, 2027 1 – 5 February 2027	1 Week	Onsite	€10,000
Madrid	Week 06, 2027 8 – 12 February 2027	1 Week	Onsite	€5,700
Abu Dhabi	Week 06, 2027 8 – 12 February 2027	1 Week	Onsite	€4,700
Amman	Week 06, 2027 14 – 18 February 2027	1 Week	Onsite	€4,100
Singapore	Week 07, 2027 15 – 19 February 2027	1 Week	Onsite	€5,700

Frequently asked questions

What does this course cover?

OverviewContact Centre Workforce Planning and Scheduling Training Course is a one-week professional programme for workforce management, operations, scheduling, forecasting, quality, and service-level professionals who leave with a Contact Centre WFM Operating Plan. It addresses the gap between demand forecasts, staffing requirements, workable schedules, a…

Are training dates available?

Yes. Available dates and destinations are listed in the course dates section on this page.

How can I register?

Choose an available date on this page and complete the registration form, or send a programme enquiry.

Can I download the course brochure?

Yes. Use the brochure download link provided on this page.

Contact Centre Workforce Planning & Scheduling Course