Resource Planning for Team Leaders

UK National Contact Centre Academy

Resource Planning for Team Leaders

46 46 people viewed this event.

Improve the interaction between Resource Planning and Team Leaders and empower your leaders through a greater understanding of how the operation impacts forecasts and schedules.

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.

Course Description

This course will 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.

Learning outcomes

An overview of the outputs of Resource Planning

How Advisors and Team Leaders impact these

Appreciation of the influence of Advisor behaviour on planning outputs

How working closely to the plan can give them a better workload balance and work-life balance

Identify what needs to improve in your centre, including data analysis and reporting, as well as advisor awareness and behaviours

Prioritise the issues you have identified

To register for this event please visit the following URL: →


Date And Time

2024-02-13 to


Online event

Share With Friends

error: Content Protected