WFM for Team Leaders · private team training · with Call Design
WFM for Contact Centre Team Leaders
Team Leaders are where workforce plans meet reality: adherence, rosters and on-the-day calls all land with them.
In one live day with workforce specialists Call Design, your Team Leaders learn the WFM basics they use every day, and how to explain them to their teams.
- Delivered by Call Design, WFM specialists
- Workbook and certificate included
- No WFM software needed
- Built for Team Leaders
Trusted by leading organisationsHundreds of businesses, from local councils to national brands, have chosen CX Skills to upskill their teams. See who we’ve trained
What’s in it for your team
What your Team Leaders will be able to do
Managing adherence, explaining rosters and making on-the-day adjustments all directly affect service levels, costs and staff engagement.
This day gives your Team Leaders the clarity and tools to make those calls with confidence.
- Better adherence
- Clearer roster conversations
- Steadier service levels
Understand the basics
What WFM is, why it matters and their role in it.
Make better decisions
Real-time playbooks to protect service levels.
Explain the Power of One
How each person’s behaviour moves wait times.
Boost team engagement
Communicate rosters and expectations clearly.
Lift performance
Less stress and fewer missed targets.
Bridge the gap
Connect the WFM team with frontline reality.
The course
Four modules in one live day
WFM for Team Leaders runs as one full day of live, facilitated training with Call Design’s workforce management specialists, online or at your workplace.
The four modules mix practical examples with clear explanations. No prior WFM experience is needed, and the methods work with any WFM system, or none.
Every participant receives an electronic workbook and a certificate of completion.
- 1 full dayLive, facilitated training
- Online or onsiteZoom, Teams or your premises
- Private onlyMinimum 5 participants
- Workbook includedPlus a certificate of completion
What’s covered: four modules
From what WFM is and why it matters, to managing the day and explaining decisions to the team.
WFM fundamentals for Team Leaders
What workforce management really means, and how breaks and log-ins ripple through service levels.
- WFM in plain language
- The Power of One explained
- How frontline actions drive wait times and occupancy
Rosters, shrinkage and coverage
How rosters are built, why shrinkage matters, and how to explain coverage decisions.
- Roster design principles
- Shrinkage types and their impact
- Explaining coverage to staff
Real-time leadership
Playbooks for demand spikes, staff shortages and system issues.
- Monitoring live performance
- Responding to exceptions and gaps
- When to act locally and when to escalate
Communicating WFM decisions
Explain roster changes, adherence and real-time adjustments in ways that build buy-in.
- Explaining the “why” to staff
- Setting clear expectations
- Coaching conversations about adherence
Two ways to run it
WFM for Team Leaders is private training for your team, minimum 5 participants. Choose the format that suits your rosters and locations.
Live online
One full day via Zoom or Teams
- Ideal for spread-out teams
- No travel or venue costs
- Your scenarios and examples
- Minimum 5 participants
Onsite
A full day at your workplace
- Everyone in the room
- Your rosters and queues
- Hands-on discussion
- Travel costs may apply
Need the full WFM lifecycle? See WFM Essentials
Getting sign-off?
Everything your manager needs, in one PDF
Download a two-page fact sheet with the outcomes, modules, format, price and options, ready to forward or attach to an approval.
Who it’s for
Who is WFM for Team Leaders for?
Anyone who leads a team day to day and needs practical WFM skills. No WFM software or experience is needed.
Contact centre Team Leaders
Managing adherence and daily team performance.
Emerging leaders (2IC / acting TL)
Stepping up and needing the “why” behind the roster.
Contact centre managers
Aligning WFM planning with what happens on the day.
Looking for other WFM training? Browse all WFM courses
ACXPA membership
Want WFM tools your Team Leaders can use every shift?
ACXPA membership is a practitioner-built, vendor-neutral toolkit for Team Leaders and anyone who manages a contact centre workforce, and you don’t need to book a course to use it.
Each person on your membership gets their own login to planning tools, calculators, templates and training, plus live access to experienced practitioners every fortnight.
- 50+hours of live expert access a year
- 65+tools, templates and resources
- 18calculators
- 25%off CX Skills live public courses
Live expert access, every fortnight
Our Open Mic is a relaxed, off-the-record Zoom every second Tuesday with ACXPA’s founder and CEO.
No agenda, no slides: bring a question, share what you’re working through, or just listen.
Call Centre and CX Roundtables
Monthly live panels with contact centre and CX leaders on the problems customer-facing teams face every day.
Every session is kept in a searchable library, with an AI assistant that answers your questions.
Eight specialist hubs
Customer service, CX, complaints handling, coaching, training and onboarding, call centres, WFM and benchmarking.
Each hub has its own tools, templates and training, ready when you need them.
The ACXPA WFM Hub
Nine purpose-built workforce planning tools for members, plus free calculators anyone can try, that put WFM maths to work in your own centre.
- Erlang C CalculatorEnter call volume, handle time and your service level target for a quick estimate of the agents you need.
- Workload & Capacity PlannerConvert volume and AHT into minimum FTE once you factor in shrinkage, occupancy and concurrency.
- Staffing Levels SimulatorErlang-powered: find the agent count needed to hit your target service level.
- Service Level SimulatorEnter your team size and see the service level your current staffing can realistically achieve.
- Interval PlannerStress-test your operation by modelling volume, AHT and staffing scenarios across intervals.
- Shrinkage CalculatorTurn leave, meetings and training hours into an accurate shrinkage % for smarter planning.
- Outlier Detection WizardPinpoint top and bottom performers across multiple metrics to focus your coaching effort.
- Cost of Wasted Call Time CalculatorPut a fully-loaded dollar cost on avoidable handling time and the FTE capacity it drains.
- Employee Cost CalculatorSee the true, fully-loaded cost of an employee (wage, super, on-costs, overhead and shrinkage) per year, per hour and per minute.
- Employee Replacement CalculatorQuantify the true cost of turnover, from exit interview through to full productivity.
- Employee Turnover CalculatorMeasure attrition and retention against contact centre benchmarks.
Plus more member tools for Team Leaders
Call centre rankings reports
Monthly, quarterly and sector reports from the Australian Call Centre Rankings, tracking 48+ metrics.
Agent Performance Matrix
Plots every agent on quality versus productivity, so coaching and scheduling decisions start from the same picture.
QA tools
QA Sample Size and Advanced QA calculators, plus the QA Sampling Benchmark to compare your sampling by sector and size.
Business Membership starts at $497 ex GST a year for a team of five, under $100 per person, so each Team Leader gets their own login to the WFM Hub, coaching tools and live expert access.
Delivered by Call Design
Learn from workforce management specialists
WFM for Team Leaders is delivered by Call Design, our official WFM partner: a specialist workforce optimisation consultancy that has helped contact centre, retail and back-office operations plan better since 1999.
Your facilitator is one of their experienced consultants, who blend global best practice with vendor-agnostic methods that work with any WFM system. As an ACXPA Accredited Trainer Provider, Call Design keeps the course practical and relevant to your operation.
Why CX Skills
Why contact centres choose CX Skills for WFM training
Most WFM training is either vendor software training or theory that never meets a real roster.
Ours is designed and delivered by workforce management practitioners who plan for small centres and large-scale operations alike, using vendor-agnostic approaches that work with whatever WFM system you run.
So your planners leave with methods and tools they can apply to your centre the next day.
Practitioner-designed
Designed and delivered by workforce management practitioners.
ACXPA certified
CX Skills is the official training partner of ACXPA, and many of our courses are ACXPA certified.
Take-home tools
Practical templates, calculators and take-home tools included.
Vendor-agnostic
Approaches that work across any WFM system or environment.
For every WFM role
Planners, real-time analysts, team leaders and managers.
Flexible delivery
Live online, onsite and self-paced delivery options.
FAQs
WFM for Team Leaders FAQs
Format, pricing, content and who the course suits.
Who should attend?
Can I book one ticket?
Do we need WFM software?
How is the course delivered?
Who is the trainer?
What’s included?
How much does it cost?
How is it different from the other WFM courses?
How do I book?
Talk to us
Questions about training your team?
Book a call to talk it through, or send us a message and we’ll get back to you.
Book a callDownload the fact sheet
Prefer the phone? Call +61 3 9008 7287 (Mon–Fri, 8:30–17:30 Melbourne time) or email hello@cxskills.com.au.
Ready to give your Team Leaders WFM confidence?
Tell us about your team and we’ll recommend the best format and dates, online or onsite.