WFM for Contact Centre Team Leaders
Practical workforce management for people who run the floor.
Built specifically for contact centre team leaders and emerging managers, this focused program demystifies the WFM basics you use every day. Learn how forecasting, scheduling and real-time management actually work, how your team’s behaviours move service levels, and how to make better on-the-day decisions without being tied to any particular software.
Zero prior WFM experience needed. Clear, vendor-agnostic techniques you can apply immediately.
- 1-day live facilitated training
- Designed for team leaders & managers
- Electronic workbook included
- Vendor-agnostic methods
- Understand the WFM fundamentals that drive service level, cost and CX
- Use scheduling and real-time playbooks to keep people in the right place at the right time
- Explain “Power of One” to your team and lift adherence, occupancy and outcomes
Why WFM for Team Leaders matters
Team Leaders sit at the frontline where workforce management decisions hit reality. From managing adherence and explaining rosters to making on-the-day adjustments, your influence directly impacts service levels, costs and staff engagement. This course gives you the clarity and tools to lead with confidence.
- Understand the basics. Grasp what WFM is, why it matters and the role you play in it every day.
- Make better decisions. Use real-time playbooks to adjust staffing and protect service levels.
- Explain the “Power of One.” Help your team see how their behaviour affects occupancy, wait times and customer experience.
- Boost team engagement. Communicate rosters and expectations clearly so staff feel supported and valued.
- Lift performance. Reduce stress, missed targets and turnover by applying structured WFM techniques.
- Bridge the gap. Connect the work of the WFM team with frontline realities for smoother operations.
Business benefits
- Lower cost-to-serve through smarter staffing decisions
- Improved service levels and operational consistency
- Leaders who understand how to optimise resourcing
- Reduced attrition from clearer, fairer processes
Customer benefits
- Faster responses and reduced wait times
- More consistent service delivery
- Improved satisfaction through better coverage
- Fewer dropped balls due to understaffing
Employee benefits
- Rosters that balance business and personal needs
- Understanding why adherence matters
- Less stress from unexpected workload spikes
- Greater engagement and accountability
No WFM software required! All techniques are vendor-agnostic and apply whether you use a specialist tool or just spreadsheets.
Who should do this WFM for Team Leaders course?
Designed specifically for the contact centre environment, this course is for those who lead teams day-to-day and need practical workforce management skills to manage adherence, explain resourcing decisions and make better on-the-day calls.
Contact Centre Team Leaders
- Responsible for managing adherence and daily team performance
- Need to explain rosters, shrinkage and service levels to staff
- Want proven playbooks for real-time adjustments
Emerging Leaders (2IC / Acting TL)
- Stepping up into leadership responsibilities
- Need the “why” behind scheduling and service level targets
- Build confidence making on-the-day resourcing decisions
Contact Centre Managers
- Need a practical view of WFM levers and trade-offs
- Improve decision-making and collaboration with TLs
- Ensure consistency between WFM planning and floor reality
WFM for Team Leaders Course Modules
Delivered in a single day of live, facilitated learning, the WFM for Contact Centre Team Leaders course builds the essential skills every Team Leader needs to manage adherence, communicate rosters and respond confidently in real time.
The four modules mix practical examples with clear explanations, giving you the confidence and structure to lead your team in a way that protects service levels, controls costs and improves engagement.
Each participant receives an electronic workbook, a certificate of completion, and proven playbooks they can apply immediately on the floor.
1. WFM Fundamentals for Team Leaders
Understand what workforce management really means and why your role is critical. Learn the “Power of One” and how individual behaviours like breaks and log-ins ripple through service levels and customer experience.
- WFM in plain language
- The Power of One explained
- How frontline actions drive wait times and occupancy
2. Rosters, Shrinkage and Coverage
Learn how rosters are built, why shrinkage matters, and how to explain coverage decisions in a way your team understands and accepts.
- Roster design principles
- Shrinkage types and their impact
- Explaining coverage to staff
3. Real-Time Leadership
Build confidence managing the unexpected in real time. Explore playbooks for demand spikes, staff shortages and system issues — and learn when to act locally versus escalate.
- Monitoring live performance
- Responding to exceptions and gaps
- Escalation and recovery steps
4. Communicating WFM Decisions
Strong communication makes WFM stick. Learn how to explain roster changes, adherence expectations and real-time adjustments in ways that build buy-in and accountability.
- Explaining the “why” to staff
- Setting clear expectations
- Coaching conversations about adherence
How This Course Is Delivered
The WFM for Contact Centre Team Leaders course is delivered as a one-day live training program facilitated by experienced industry practitioners. Each module combines practical examples and discussion, ensuring participants can apply their learning immediately.
For organisations that prefer a dedicated option, we also offer private training where the course is run exclusively for your team, either online or onsite, with scheduling arranged to suit you.
Public Courses
Perfect for individual Team Leaders or small groups. Join a scheduled live online session with peers from other organisations and build practical WFM skills in a collaborative setting.
Private Training
Ideal if you’d like the course delivered just for your leaders. Run exclusively for your organisation, with flexible dates and timing to fit your schedule. Available online or onsite.
About Your Trainer
The WFM for Contact Centre Team Leaders course is delivered by Call Design, a specialist Workforce Optimisation consultancy with over 20 years’ experience helping organisations improve forecasting, scheduling and workforce effectiveness.
Since 1999, Call Design has partnered with leading Australian contact centres, retail and back-office operations to build practical WFM capability. Their consultants bring deep expertise, blending global best-practice methods with vendor-agnostic approaches that work in any environment.
Call Design is an Accredited Trainer Provider with the Australian Customer Experience Professionals Association (ACXPA), ensuring the training is high-quality, practical and tailored for Australian contact centres.
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
Your Workforce Management Advantage
A single day of training can transform how Team Leaders manage adherence and explain rosters — but the learning doesn’t have to stop there. With ACXPA membership you’ll gain access to a complete toolkit of WFM resources, training and practitioner connections to keep building capability long after the course ends.
Members save 25% on all CX Skills courses
- WFM Hub packed with rostering, forecasting and reporting tools.
- 15 included self-paced courses plus 300+ more available on-demand.
- Private WFM and Team Leader groups to share strategies and learn from peers.
- Monthly roundtables on WFM, contact centre and CX topics.
- Downloadable calculators & templates you can apply immediately.
- Resource library with benchmarking, videos and best-practice guides.
Pricing and Payment Options
The WFM for Contact Centre Team Leaders course is delivered live over one day by Call Design. It is scheduled at multiple points during the year, making it easy for individuals or organisations to plan attendance.
You can book a single participant or enrol multiple leaders. Choose your preferred intake in the Upcoming Dates section and finalise your booking online.
💳 Credit card or invoice payment available at checkout.
Seats are limited. Early booking is recommended to secure your place.
Register Your Interest in the next WFM for Team Leaders Course
There are currently no public sessions scheduled for this course.
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Simply register your interest below and we’ll notify you when future sessions become available.
Got questions about this course?
Want to train your whole team or explore a private, customised training solution?
Speak with us directly on +61 3 9008 7287 (Mon–Fri, 8:30am–5:30pm Melbourne, Australia) or send us a message.