An Interactive 5-Day Training Course
Workforce Planning & Scheduling in Contact Centers
Optimizing Forecasting, Staffing Models, and Scheduling for Contact Center Performance
An Interactive 5-Day Training Course
This Workforce Planning & Scheduling in Contact Centers training course provides professionals with the knowledge required to plan and schedule workforce resources effectively within contact center environments. The training course focuses on forecasting workload, calculating staffing requirements, and aligning schedules with service level targets. Participants will learn how workforce planning improves operational efficiency, customer experience, and cost management. The training course explains how contact center demand patterns influence staffing decisions and scheduling strategies. Emphasis is placed on balancing service levels, occupancy, and operational productivity. Participants will also understand how structured workforce planning supports consistent service delivery.
The training course further develops skills in forecasting techniques, scheduling models, and intraday management. Participants will learn how to manage shrinkage, create staffing plans, and optimize shift design. The training course also addresses real-time monitoring, performance management, and adherence tracking. Participants will understand how workforce planning tools support decision-making and operational control. Additionally, the training course explains how organizations improve accuracy and efficiency using structured scheduling approaches. By the end of the training course, participants will be equipped to manage workforce planning and scheduling within contact center environments.
This Workforce Planning & Scheduling in Contact Centers training course will highlight:
At the end of this Workforce Planning & Scheduling in Contact Centers training course, you will learn to:
This training course provides structured guidance on workforce planning and scheduling within contact center operations. The methodology focuses on forecasting techniques, staffing models, and scheduling optimization. Participants will examine workforce metrics, operational constraints, and real-time management approaches. The course emphasizes practical workforce planning considerations for contact center environments.
This Workforce Planning & Scheduling in Contact Centers training course will enable organisations to:
Participants will develop:
This OXFORD Management Centre training course is designed for professionals responsible for workforce planning and scheduling in contact center environments.
On successful completion of this training course, Oxford Management Centre Certificate with eligible Continuing Professional Education credits (CPE) from National Registry of CPE Sponsor will be awarded to the delegates
Yes, we provide assistance in securing both hotel reservations & entry visa on all our international training venues, for delegates attending our training courses. For further information / assistance, please contact our Customer Service at:
Yes, Oxford Management Centre is accredited by the following professional bodies;
National Association of State Board of Accountancy (NASBA)
The Oxford Management Centre is registered with NASBA as a sponsor of Continuing Professional Education (CPE) on the National Registry of CPE Sponsors. NASBA have final authority on the acceptance of individual courses for CPE credit.
Yes, discounts are available. For further information please call +971 50 985 0174 or email, info@oxford-management.com
Note: Discounts are not applicable with any other special offer that may be available.
All course bookings made through Oxford Management Centre are non-refundable. By registering for a course, you acknowledge and accept that fees are payable in full and are not subject to refund under any circumstances, including but not limited to participant dissatisfaction, changes in personal or professional circumstances, or partial attendance.
Oxford Management Centre reserves the right to make reasonable adjustments to course content, trainers, or schedules where necessary, without entitling delegates to a refund. Full details of each course – including objectives, target audience, and content – are clearly outlined prior to enrolment, and it is the responsibility of the delegate to ensure suitability before booking.
There are 2 easy ways to register:
We request that all cancellations be made at least one week before the class start date. You may reschedule this class without any penalty. If not, a $250 fee will be charged for cancellations received less than one week before a class begins and for no-shows. Cancellation penalties and any fees incurred by Oxford Management Centre will be deducted from refunds.
For more information request, email info@oxford-management.com or call +971 50 985 0174.
The classroom training fees include course presentation, relevant materials, physical & digital documentation, lunch and refreshments served during entire training. Accommodation and transportation are not included in the training course fees.
While, online training fees cover the course presentation and digital documentation and relevant materials.
The Oxford Management Centre Certificate of Completion with corresponding CPE credits shall be awarded to delegates who has successfully completed the training course.
Payment must be received before the training course commences. You can make payment by bank draft, cash, credit card or wire transfer.
Note: If the payment is not received, Oxford Management Centre has the right to refuse admission.
Upon receipt of your registration form, we will send you the following by e-mail:
If you register online you will receive an e-mail within 24 hours confirming your registration.
