About the Course
Organisations expect contact centre operations management to deliver provable SLA compliance, cost containment, and customer experience gains. You need to interpret Erlang C outputs, build dynamic schedules in WFM platforms, run QA calibration sessions, produce COPC-aligned scorecards, and integrate AI chat routing without breaking service levels.
This course converts fragmented operational knowledge into a repeatable system. You will practice building capacity plans with historical call data, designing AI-assisted routing rules, conducting adherence audits, and creating executive dashboards. You will apply COPC and ISO 18295 requirements hands-on; you will be introduced to advanced predictive forecasting at overview level only.
Target Audience
This course targets experienced professionals who run daily contact centre operations.
This course is designed for:
- Contact Centre Operations Manager responsible for daily SLA delivery
- Workforce Planning Analyst building Erlang-based schedules
- Quality Assurance Lead managing calibration and compliance audits
- Customer Experience Director reporting to executive leadership
- Service Delivery Manager overseeing multi-channel operations
- WFM Systems Administrator configuring adherence dashboards
- Operations Supervisor handling real-time intraday decisions
- Capacity Planning Specialist forecasting seasonal demand
- Compliance Officer monitoring data privacy in recordings
- Vendor Relationship Manager coordinating outsourced teams
Course Objectives
This course equips you to assess, design, and implement contact centre operations management initiatives that improve SLA attainment, maintain regulatory compliance, and support strategic CX goals.
By the end of this course, you'll be able to:
- Assess current contact centre operations management performance using COPC and ISO 18295 scorecards
- Apply Erlang C modelling to create accurate staffing forecasts from historical data
- Design AI-assisted routing rules that maintain service levels across voice and digital channels
- Build dynamic workforce schedules that incorporate adherence and shrinkage metrics
- Evaluate quality assurance processes against COPC calibration standards
- Map compliance requirements for call recording and data privacy across channels
- Implement real-time monitoring dashboards using WFM platform data
- Synthesize findings into a three-year contact centre operations management roadmap for leadership
Requirements & Prerequisites
Minimum three years managing or analysing contact centre operations. Working knowledge of basic metrics (AHT, SL, occupancy) and spreadsheet modelling required. No coding needed.
Professional and Organizational Impact
When you lead contact centre operations management with credible data and practical strategies, you become a trusted driver of SLA performance and cost control.
As a professional, you will benefit by:
- Build accurate Erlang C staffing models
- Gain COPC and ISO 18295 audit readiness
- Strengthen real-time adherence decision skills
- Enhance AI routing configuration capability
- Develop executive dashboard reporting skills
- Position yourself for senior operations roles
- Expand expertise in multi-channel WFM systems
Organisations that embed contact centre operations management into daily operations reduce cost per contact, mitigate compliance risk, and improve customer retention.
Your organization will benefit from:
- Lower cost per contact through accurate forecasting
- Reduced SLA breach penalties
- Improved first-call resolution rates
- Stronger COPC and ISO 18295 audit outcomes
- Faster AI routing deployment with service protection
- Better regulatory compliance documentation
- Clear three-year technology and capacity roadmap
Training Methodology
This is a practical, outcome-driven course designed to turn contact centre operations management aspirations into measurable action and credible reporting.
Methodology includes:
- Hands-on Erlang C staffing calculation using centre call volume dataset
- Scenario simulation of intraday decision-making under sudden volume spikes
- COPC-aligned quality scorecard audit using sample call recordings
- Stakeholder mapping exercise for executive SLA reporting chain
- Case study analysis from banking, telecom, utilities, and healthcare sectors
- Group workshop producing a capacity plan under fixed budget constraints
- Reflection exercise comparing current adherence metrics against industry benchmarks
Upcoming Sessions
Next available dates worldwide
Certification
Recognized credentials that advance your career
Participants who complete the Contact Centre Operations Management Training Program earn a Trainingcred Certificate of Achievement, demonstrating professional competence and alignment with global standards in learning and development.
NITA Accredited
Accredited by the National Industrial Training Authority, ensuring programs meet nationally recognized standards of quality and relevance.
CPD Certified
Recognized by the CPD Certification Service, ensuring every program meets internationally benchmarked standards of professional excellence.
Why this course earns its place on your CV
Accredited training, practitioner trainers, and peers on the same career track — the three things real expertise is built on.
Effective Learning & Skill Development
- Build expertise with structured, outcome-driven learning.
- Equip individuals and teams with skills that grow with industry needs.
- Reinforce learning through real-world scenarios, case studies and practical exercises.
Career Growth & Professional Advancement
- Apply what you learn with a proven methodology that ensures lasting impact.
- Develop immediately usable skills that translate directly into workplace success.
- Gain the expertise needed for career advancement and leadership roles.
Training Optimization & Learning Excellence
- Tailor training to industry-specific challenges and organizational goals.
- Use data-driven insights and automation to enhance training effectiveness.
- Evaluate progress and ensure long-term learning success.
