Resource Planning for Team Leaders

After this virtual training course Team Leaders will be able to raise awareness in their centres of how they and their team’s actions and behaviours impact the forecasts and schedules.

They will also understand how schedule adherence, correct use of activity codes and managing holiday allocations determine the planning outputs, and how their actions could reduce the pressure of work.

Read full course description

Objectives

To highlight the key areas of the planning process that Team Leaders and advisors influence, raising awareness of how their actions determine the planning outputs.

This virtual training course provides information and tools for delegates to educate advisors in your centre on the impact their behaviour has on shift patterns, time off the phone and how busy they are when logged in.

Topics covered

Operational perspective on:

The possible causes of perceived poor forecasts
The impact of not adhering to schedules and holiday allocations
The importance of using the correct aux/activity codes and how this can impact schedules produced
The benefits of flexibility to advisors
What occupancy is and why it is important to advisors
What Resource Planning does to optimise service levels and advisor work-life balance

Format

Three 2-hour online sessions on Tuesday, Wednesday & Thursday with tutor support.

How to book

Please complete the form below to book your place and places for colleagues. We will raise an invoice, so if you need to provide a purchase order number, please do so in the form or email it to info@ccma.org.uk.

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Where and when?

Three 2-hour online sessions

Date: Tue 25 Oct 2022 - Thu 27 Oct 2022

Time: 11:00 am - 1:00 pm

Location: Online

Who is it for?

Team Leaders

Why should you go?

Team Leaders will be able to raise awareness in their centres of how they and their team’s actions and behaviours impact the forecasts and schedules.

How much is it?

CCMA members: £449 + VAT additional places £399 + VAT

Non-members: £499 + VAT additional places £449 + VAT

About the trainer

Christine Chapman is a seasoned resource planning trainer. Back in 1998 she was promoted at Nationwide Building Society to Resource Planning Manager supporting 450 colleagues in the contact centre. Since then she has gone on to deliver WFM best practice and training projects across the world.