Contact Center Indonesia Certification Workforce Management Professional

23 Oct

Contact Center Indonesia Certification Workforce Management Professional

Contact Center Indonesia Certification Workforce Management Professional (CCIC WFM Professional) is training program for assesses and expands the level of expertise of participants to become a professional in Contact Center Workforce Planner. Pursuing certification shows an individual’s commitment to excellence.  Achieving certification shows a mastery of complex skills from experience and preparation, and a dedication to results-driven performance. Through learning, assessments, and projects, this certification successfully reflects the individual’s broad business knowledge and rewards the certified individual with a pinnacle level of attainment in the industry.

 To become certified, participants need to demonstrate knowledge about how to implement workforce management best practices by taking a class and passing a rigorous certification exam.

 Training Objective

  • Certification training program WFM provides the skills and knowledge that will translate into success for your career as Workforce Planner.
  • Enhance your expertise and be known as the expert of areas that is capacity planning, scheduling and managing daily Contact Center.

Learning Materials

  • Workforce Management Introduction
  • Key Forecasting & Scheduling Terminology
  • Erlang-C adds in application
  • Capacity Planning Process & Methodology
  • Scheduling Process & Techniques
  • Managing Schedule & Staff
  • KPI of Workforce Planner

 Should Attend

  • HR Contact Center function (manager, supervisor and/or staff)
  • Workforce Planner, Desk Control
  • Any functions related to WFM such as Trainer, Supervisors, Team Leaders, Managers and all management roles in Contact Center


  • 3 Days Training 
  • Time : 09:00 – 17:00 WIB


For further information and investment fee, please contact:
Karentisca / Sugi Yanti
Contact: +62 21 729 3311 or +62 83898888 168 (Phone/ SMS/ WhatsApp)

  • 23 Oct, 2019
  • 168Solution Public Class

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