I manage the resource requirements for the customer facing departments in our call centre. We are about to move to a new location and begin to expand our business from 150 staff to potentially over 400 by introducing a "service centre" for the overall company, we are only 10% of the whole organisation. At the moment I produce shifts for departments of 50+ agents manuals (Sales and CS) but with the expansion I'm going to be setting up a team that will deal with all MI, Technical development and also resource for the whole centre. I will be getting new technology new telephony, WFM, call recording etc. but it's been discussed that we will look to have a team of SSA's (Sales and Service), plus the initial stages will have people working 2 roles, under the direct sales dept as well as the service centre team. Meaning the resource will have to move with the traffic of calls.
So, long story short, I'm looking to identify a qualification or course that will allow me to build on my knowledge as well as allow me to develop new staff in workforce management / shift planning etc. I appreciate I'll have technology and software that will manage these things to a degree but I'd like my guys to have a understanding of theories and good practise to maximise on the systems available.
Can anyone advise on any good courses or qualifications..? I found one in America that sounded perfect but can't seem to find anything suitable in UK, always seems to be HR related or post grad type courses.
