WFM - Intraday Management

  • Teaches how to monitor intraday developments and make adjustments to optimize staff and meet service goals
  • Outlines methods to react to over- and understaffing throughout the day
  • Provides proven practices on how to best communicate deviations from the plan so that all parties involved can react appropriately to the new situation
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals

Continue to meet service goals throughout the day, even when unexpected situations arise. In this course, you will learn how to apply intraday management tactics to cope with unforeseen events such as agents calling in sick, sudden technical problems, or unexpectedly high call volumes. Then you'll be introduced to proven practices to efficiently communicate plan changes to all necessary persons by choosing the correct communication channel.

The course WFM - Intraday Management is also included in the bundles Staffing Essentials and Call Center Staffing.

Who should take this?

  • New hires in the workforce management department
  • Workforce management professionals that want to improve their intraday management skills


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Course contains 1 h 05 min of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

1. Intraday Management

An Intra Day Guide to Managing Staff and Service

Intraday Management

It is critical to track how accurate your forecast is and how well your schedules are performing every half-hour of every single day to ensure service goals are being met and employees are being utilized effectively.

This interactive e-learning unit will provide you with the essential tools for managing staffing levels to maximize service while minimizing cost and staffing disruptions. It will outline the process of tracking service within the day, define a wide range of overstaffing and understaffing reaction strategies, and provide you with practical solutions for managing the schedule exception process.

Upon completion of this unit, you will be able to:

  • Know which key metrics to monitor throughout the day.
  • Identify possible reasons for plan deviations.
  • React appropriately to over- and understaffing.
  • Implement reaction strategies from both a staffing and technology perspective.
  • Develop a communications plan should intraday staffing changes be required.
  • Implement reaction strategies from both a staffing and technology perspective.
  • Outline the most critical measures of intra-day performance and when to use each one.
  • 5 modules
  • 55 min

Included modules and learning aims:

  1. Introduction 5 min

    • Learn about the fundamentals of intraday management
    • Get a brief overview of what to expect in the modules of the course
  2. Data Monitoring and Analysis 10 min

    • Understand which key metrics you should observe during the course of the day
    • Know how to recognize deviations from the plan
    • Identify reasons for deviations
    • Know the effects of deviations and estimate when to react
  3. Reacting to Over- and Understaffing 10 min

    • Know how to react to workload that is higher or lower than predicted
    • Learn strategies how to handle deviations that occur because agents do not adhere to their schedules
  4. Communicating Deviations Effectively 15 min

    • Quickly determine the root causes of deviations through proper communication
    • Efficiently communicate plan changes to all necessary persons by choosing the correct communication channel
  5. Take Over the Intraday Management 15 min

    • Apply what you have learned in an interactive scenario

Mastery Certification: WFM - Intraday Management

After finishing all the content of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

18 questions 10 min

Mastery Certification: WFM - Intraday Management

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Pricing options for WFM - Intraday Management

We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for WFM - Intraday Management below. If you apply for bulk pricing, please contact us to place your order.

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The WFM - Intraday Management course is designed by call center experts to provide a practical and engaging learning experience. Start today.