Workforce Planning for Team Leaders in a call centre

February 2025 WFM for Contact Centre Team Leaders

Learn the basics of Workforce Management applicable to any contact centre!

Workforce Management (WFM) is a critical function in contact centres, but it’s often misunderstood by people outside of the WFM team.

This can lead to inefficiencies within your business, impacting service levels, lowering employee morale, and increasing customer frustration.

This February 2025 WFM for Contact Centre Team Leaders course is designed specifically for call centre team leaders, managers and anyone with a stake in the workforce management process.

By completing the course, attendees will better understand the challenges of WFM and the impact on-the-day staff movements can have on performance, and they’ll learn strategies that can be implemented to optimise the WFM process, leading to a range of business benefits.

If you’re looking for ways to improve efficiencies in your call centre, the February 2025 WFM for Contact Centre Team Leaders course will ensure your team leaders are equipped with the skills they need to make better decisions, encourage more efficient planning within their team, and contribute to delivering a better experience for your customers.

Why invest in WFM training in your call centre?

One of the biggest expenses for most businesses is labour. And when it comes to the call centre, labour costs are typically the largest percentage of your costs.

Whilst there is (and will increasingly be) software and systems that can automate some customer enquiries, the majority of call centre work is still resource-intensive and that comes with a high price tag.

Aligning your most valuable resources (call centre employees) with customer demand provides a host of benefits.

The most obvious is cost (you need less labour to achieve the same, if not better results) but there are also positive benefits to Employee Engagement and Customer Experience which, in turn, can further reduce costs through lower turnover, higher customer retention etc.

By understanding and applying WFM principles, your team leaders will improve the outcomes for your customers, your business and your employees.

WFM Training course for Contact Centre Team Leaders in Australia

What your employees will learn

The February 2025 WFM for Contact Centre Team Leaders 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.

Call Centre Team Leader WFM course outcomes

WFM training course for Team Leaders suitability

Who should do this course?

The February 2025 WFM for Contact Centre Team Leaders training course is specifically designed for the call centre/contact centre environment.

Typical roles include:

Emerging Contact Centre Leaders (e.g. 2IC, deputy Team Leader etc)
Contact Centre Team Leaders
Contact Centre Managers
Anyone with a stake or interest in the workforce management process

No WFM Software Required!
You don’t need any WFM software to complete this course and learn WFM principles, but if you are looking for suppliers, you’ll find a list of specialist WFM Suppliers on the Australian Customer Experience Professionals Association (ACXPA) Supplier Directory.

Search for Workforce Optimisation Technology Suppliers >

February 2025 WFM for Contact Centre Team Leaders Course Outline

1 Day of Live, Facilitated Learning

The February 2025 WFM for Contact Centre Team Leaders training course has been designed specifically for employees wanting to learn the basics of Workforce Management in the contact centre.

The course includes four modules, delivered over one day virtual/online training facilitated by the Workforce Optimisation experts in Australia, CallDesign.

MODULE 1: INTRODUCTION TO WORKFORCE MANAGEMENT

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.

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 a call centre team, it is important to understand what causes fluctuations in service levels. That means understanding the basics of workforce management.

We provide insight into the importance of workforce planning from a manager’s perspective. This 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 employees 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!

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.

The final module 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 succeed.

We will cover:

The basic principles of staff motivation
Recognition and rewards strategies
Proven techniques to ensure workforce engagement success

Looking for other workforce optimisation training options?

We offer two other Workforce Optimisation courses – WFM Essentials and WFM for Real-Time Analysts.

Built for Online/Virtual Training

This February 2025 WFM for Contact Centre Team Leaders course has been specifically designed to be delivered online (e.g., Zoom/Microsoft Teams) over a single day.

Plenty of breaks are scheduled to enable you to stay focused and attend to any urgent matters.

The course link and electronic course workbook will be sent to all course participants the day before the course’s commencement.

The course is available for public or private delivery with the differences explained below.

Online Workforce Optimisation training course for team leaders

Where and when

The February 2025 WFM for Contact Centre Team Leaders training course is delivered online and facilitated by the team at CallDesign.

The training dates and times are as follows:

Wednesday 5th February 2025
09:00 to 17:00 AEDT (depending on the final class size, the times may vary a little)
Breaks are included throughout the day
Delivered online (the link will be provided after booking)

Dates don’t suit?

Click here for other upcoming dates, or contact us about conducting a private training session just for your team that provides maximum flexibility with the dates, times and duration of the training.

WFM course dates and times contact centre team leaders

About Call Design

For over 20 years, Call Design has been providing Workforce Optimisation solutions for businesses as well as consulting, training, and a range of other services to improve the efficiencies of contact centres and back-office operations.

Their consultants are experts on WFM best practices. They’ve been leaders in the Australian contact centre, retail and back-office industries since 1999 with a reputation for delivering high-quality solutions so CX Skills is thrilled to partner with them to deliver our WFM courses.

Call Design is also an Accredited Trainer Provider with the Australian Customer Experience Professionals Association (ACXPA), so you can be assured the training is of an exceptional standard and aligned to industry best-practice.

About CX Skills

CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.

We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.

Excellent

CX Skills

5.0

Based on 33 reviews

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Jim Mundy

Did the introduction to contact center manager course with Justin, it was a fantastic experienceYou could clearly see the passion and joy Justin had for what he was teaching and it was clear to see his experienceI really enjoyed some of the storytelling and practical examples Justin provided, it really helped tie everything togetherStrongly recommend

Response from the owner: Thanks Jim, so glad to hear you enjoyed the course with Justin and yes, he's definately very passionate about the industry! Thanks for taking the time to leave a review 🙏

Daniel Lanigan

Just finished the introduction to contact centre management course, i really enjoyed it Justin was excellent as facilitator. Some fantastic content. This course is great for a variety or people in different positions. Team leaders looking to progress would get a lot of benefit but even Contact Centre managers like me who have done the role for a while.It provided some great insights to customer experience and how to help your team leaders to have a greater impact on their people & customers. I'm armed with quite a few practical take aways.

Response from the owner: Thanks Daniel, appreciate the kind words and really glad to hear you enjoyed the course and got some practical takeaways!

Trisha Bridge

I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!

Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/

Angela Cavallaro

I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!

Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!

Alison Jucha

The best course I have taken in 4 decades of customer service.

Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂

K M

Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!

Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!

Joyi Lu

Great company to work with. Excellent training course with trainers that really bring the content to life!

Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!

Eloise

Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.

Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂

Raheel Almas

Highly Recommended!

Todd Johnson

I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.

Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin

Sheree Laursen

Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.

Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!

Keira Smith

Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!

Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin

Jamie Leonard

I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!

Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!

GVW Intranet

I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen

Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!

Jim Rodd

The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.

Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin

Sam Petroulias

Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!

Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.

Dirk van Noort

Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!

Rebecca Goss

We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss

Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!

Marianne Rutz

This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!

Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!

Rachael Lowe

The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.

Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!

Eva P

I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.

Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂

Rory Lynch

I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.

Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!

Lee Siefken

Game-changing training and insight. Highly recommend CX Skills training program.

Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.

Vanessa Gralton

An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.

Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!

Adrian Powell

Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!

Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!

Monica Malgarini

Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.

Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.

Chris Remnant

The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!

Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!

Nicole Field

I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.

Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.

Badri Pokhrel

Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.

Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!

Sarsha S

Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.

Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!

Katherine Robshaw Ed Dept

Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.

Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!

Linda P

Response from the owner: Thanks Linda, great to have you in our course!

Kaylee Gerbes

Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.

Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!

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We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >

Pricing and Payment Options

The one-day February 2025 WFM for Contact Centre Team Leaders training course facilitated live by CallDesign is $697.00 AUD ex GST per employee.

Tickets can be purchased instantly with a credit card or you can request an invoice at checkout.

The price includes:

One full day of live facilitated training by CallDesign
Course workbook (delivered electronically)

Available Discounts

Save 15% when booking for two or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
ACXPA Members save 25% off all CX Skills courses for 12 months. Learn More >
Want to train your whole team or multiple employees? Contact us for customised pricing and availability.

Workforce Management Training Course for Team Leaders

Do you have questions about this WFM for Team Leaders course?

Want to train your whole team or talk to us about a customised training program?

Speak to us live at +61 3 9008 7287 between 8:30 am to 5:30 pm Melbourne, Australia (AEST or AEDT) Monday to Friday or send us a message anytime >

Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?

Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!

With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.

Tickets

February 2025 WFM for Contact Centre Team Leaders

Learn the basics of Workforce Management applicable to any contact centre!