Postgraduate Certificate in Contact Centre Workforce Management

Sunday, 15 February 2026 20:56:05

International applicants and their qualifications are accepted

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Overview

Overview

Workforce Management

is a critical aspect of any contact centre, and this Postgraduate Certificate aims to equip learners with the skills to effectively manage and optimize their teams.
Some of the key topics covered in this course include workforce planning, scheduling, and performance management, all designed to help learners make informed decisions that drive business success.
By the end of the programme, learners will have gained a deep understanding of the principles and practices of workforce management, enabling them to take on leadership roles or advance their careers in this field.
If you're looking to take your career in contact centre management to the next level, explore this Postgraduate Certificate further to discover how you can make a real impact on your organization's performance.

Contact Centre Workforce Management is a specialized field that requires advanced skills to optimize performance and efficiency. This Postgraduate Certificate course equips you with the knowledge and tools to manage contact centre teams effectively, ensuring high-quality customer service and reduced agent turnover. By studying Contact Centre Workforce Management, you'll gain insights into workforce planning, scheduling, and performance analysis, as well as develop skills in data-driven decision making and stakeholder management. With this qualification, you'll be well-positioned for career advancement in the contact centre industry, with opportunities in leadership, consulting, or project management.

Entry requirements

The program operates on an open enrollment basis, and there are no specific entry requirements. Individuals with a genuine interest in the subject matter are welcome to participate.

International applicants and their qualifications are accepted.

Step into a transformative journey at LSIB, where you'll become part of a vibrant community of students from over 157 nationalities.

At LSIB, we are a global family. When you join us, your qualifications are recognized and accepted, making you a valued member of our diverse, internationally connected community.

Course Content

•
• Contact Centre Workforce Management: Principles and Practices •
• Workforce Planning and Scheduling •
• Performance Management and Coaching in Contact Centres •
• Quality Monitoring and Feedback in Contact Centres •
• Customer Service Skills and Behaviour •
• Communication and Interpersonal Skills in Contact Centres •
• Technology and Tools for Workforce Management •
• Data Analysis and Reporting for Workforce Management •
• Change Management and Implementation in Contact Centres •
• Strategic Leadership and Management in Contact Centres

Assessment

The evaluation process is conducted through the submission of assignments, and there are no written examinations involved.

Fee and Payment Plans

30 to 40% Cheaper than most Universities and Colleges

Duration & course fee

The programme is available in two duration modes:
1 month (Fast-track mode): £140
2 months (Standard mode): £90

40% Cheaper

Our course fee is up to 40% cheaper than most universities and colleges.

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Awarding body

 The programme is awarded by London School of International Business. This program is not intended to replace or serve as an equivalent to obtaining a formal degree or diploma. It should be noted that this course is not accredited by a recognised awarding body or regulated by an authorised institution/ body.

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  • Start this course anytime from anywhere.
  • 1. Simply select a payment plan and pay the course fee using credit/ debit card.
  • 2. Course starts
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Got questions? Get in touch

Chat with us: Click the live chat button

+44 75 2064 7455

admissions@lsib.co.uk

+44 (0) 20 3608 0144



Career path

Key facts about Postgraduate Certificate in Contact Centre Workforce Management

The Postgraduate Certificate in Contact Centre Workforce Management is a specialized program designed to equip students with the knowledge and skills required to manage contact centre operations effectively.
This program focuses on teaching students how to analyze and improve contact centre performance, including metrics such as first call resolution, average handle time, and customer satisfaction.
Upon completion of the program, students will be able to apply their knowledge to optimize contact centre workforce management, resulting in improved efficiency, productivity, and customer experience.
The duration of the program is typically one year, with students required to complete a minimum of 60 credits.
The program is highly relevant to the contact centre industry, as it addresses the growing need for skilled workforce management professionals who can analyze data, develop strategies, and implement solutions to drive business success.
By studying workforce management, students will gain a deeper understanding of the complex interactions between contact centre operations, technology, and human resources, enabling them to make informed decisions that drive business outcomes.
The Postgraduate Certificate in Contact Centre Workforce Management is an excellent choice for professionals looking to advance their careers in contact centre management, as it provides a comprehensive understanding of the latest trends, technologies, and best practices in the field.
Graduates of this program will be equipped with the skills and knowledge required to succeed in senior roles such as contact centre manager, operations manager, or business analyst, and will be in high demand by organizations seeking to optimize their contact centre performance.
Overall, the Postgraduate Certificate in Contact Centre Workforce Management is a valuable investment for professionals looking to enhance their skills and advance their careers in the contact centre industry.

Why this course?

Postgraduate Certificate in Contact Centre Workforce Management holds significant importance in today's market, particularly in the UK. The UK's contact centre industry is experiencing rapid growth, with the sector expected to reach £14.6 billion by 2025, according to a report by the Centre for Economics and Business Research. This growth is driven by increasing demand for customer service and support.
Year Number of Contact Centres Number of Employees
2019 12,400 1,200,000
2020 13,100 1,300,000
2021 14,000 1,400,000

Who should enrol in Postgraduate Certificate in Contact Centre Workforce Management ?

Ideal Audience for Postgraduate Certificate in Contact Centre Workforce Management Are you a UK-based contact centre professional looking to enhance your skills and career prospects?
Key Characteristics: You are a UK-based contact centre manager, supervisor, or team leader with at least 2 years of experience in workforce management.
Career Goals: You aspire to take on more senior roles, such as Head of Contact Centre or Director of Operations, and are looking to develop advanced skills in workforce management, analytics, and leadership.
Industry Insights: The UK contact centre industry is experiencing significant growth, with an estimated 1.3 million jobs available by 2025. Our programme will equip you with the knowledge and skills to stay ahead of the curve and drive business success.
Learning Outcomes: Upon completion of the programme, you will be able to analyse complex workforce data, develop effective scheduling strategies, and lead high-performing teams to achieve business objectives.