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 the importance of managing holiday allocations and schedule adherence to reduce the pressure of work.

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 the forecasting and scheduling outputs, including service levels and their shifts patterns.

Topics covered

Operational perspective on:

The cause of poor forecasts
The impact of not adhering to schedules and holiday allocations
The importance of using the correct aux/activity codes
The benefits to advisor of flexibility
What occupancy means to the advisors
The importance of working as a team to achieve the goal

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 13 Jul, Wed 14 Jul and Thur 15 Jul

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.