Today’s contact centers and customer experience (CX) teams deal with many challenges, such as managing remote employees and hybrid teams, as well as using automation, data and artificial intelligence (AI) tools. These decisions matter. Every staffing choice, interaction forecast and plan affects both customer happiness and employee satisfaction.
That’s why workforce management (WFM) professionals are getting certified. It can help teams improve their skills, grow in their careers and meet changing business needs. Whether you’re learning the basics or mastering workforce management, a WFM certification can make a big difference.
This guide outlines the top workforce management certifications. You’ll see vendor-specific programs, university courses and industry-recognized credentials to help you decide your next step.
Top workforce management certifications to advance your WFM career
Vendor-specific certifications
These certifications focus on mastering the tools, features and best practices within a specific WFM platform or system.
Genesys Cloud CX: WEM – Workforce Management (Genesys Beyond)
This teaches contact center workers how to use Genesys Cloud™ tools for forecasting, scheduling and managing remote teams. Through Genesys Beyond, you’ll take part in hands-on labs, real examples and case studies, and online modules you can do at your own pace. You’ll gain essential skills in managing staffing levels, planning and improving performance using the AI-powered Genesys platform.
Oracle Workforce Management Training and Certification (Oracle University)
Offered by Oracle University, this program helps you learn to set up and manage Oracle Cloud HCM (Human Capital Management) tools. Course content includes time tracking, leave management and staffing. Earning this certification shows you can configure systems to meet business needs and meet compliance requirements.
SAP SuccessFactors Workforce Analytics and Planning Certification
Meant for HR and talent management pros, this certification teaches how to use SAP SuccessFactors for forecasting, planning and analyzing workforce data. It focuses on turning information into useful action to improve labor management, hiring, forecast accuracy and staffing.
Workforce Institute by UKG (Kronos) – WFM Training Programs
UKG (formerly Kronos) offers training programs through the Workforce Institute that focus on efficient operations, better scheduling and rule compliance. Learners can earn certificates based on job roles, such as WFM analysts or operations leaders, with a focus on using automation and data to drive results.
Academic and university-based certifications
These programs offer a wider view of workforce planning, leadership and HR. And they’re helpful for those starting out or moving into management.
Human Resource Management: HR for People Managers Specialization (University of Minnesota)
This online program, offered on Coursera by the University of Minnesota, includes five courses on recruitment, planning, performance management and more. It’s not just for WFM, but it helps those who want to understand the people side of managing a workforce.
Talent Management and Workforce Planning Certificate (Avado)
Talent Management and Workforce Planning Certificate from Avado is a UK-based certificate helps you build modern workforce planning skills like using data, forecasting and connecting plans with business goals. It’s great for those aiming to lead HR or operations teams.
Industry and professional certifications
These are not tied to particular software option and instead focus on general standards and practices in WFM.
COPC Certified Workforce Management Professional
Offered by COPC Inc., the Certified Workforce Management Professional certification program focuses on high-quality operations in contact centers. Topics include quality control, staffing models, service level planning and keeping schedules on track. It’s a good choice for those in fast-paced customer service roles.
ICMI Workforce Management Certification
The International Customer Management Institute (ICMI) offers this to confirm key WFM skills. It covers forecasting, staffing, scheduling and capacity management. It’s a respected option for beginners and experienced professionals.
Certified Manager (CM) Program – Institute of Certified Professional Managers (ICPM)
Programs from ICPM combine workforce management and leadership. It teaches how to lead teams, handle change, connect goals with strategy and improve performance, which are all important in today’s contact centers.
Workforce Planning and Analytics Certificate (HRCI)
Offered by the HR Certification Institute, this program focuses on using data for workforce planning. You’ll learn to analyze trends, predict needs and match staffing levels with company goals. It’s best for those doing strategic workforce planning in larger companies.
Industry societies and regulatory bodies
Certified Workforce Management Analyst (CWMA)
A recognized credential for professionals focused on forecasting, scheduling, staffing and analytics. Requires an exam and continuing education.
Certified Workforce Management Professional (CWMP)
Offered by SWPP, this certification validates knowledge of key WFM principles: forecasting, scheduling, performance management and tech usage. Includes three levels: Associate, Professional and Executive.
SWPP – Certified Workforce Planning Professional (CWPP)
From the Society of Workforce Planning Professionals (SWPP), this certification involves a rigorous program for experienced WFM pros featuring three exams (Planning and Strategy; Staffing and Scheduling; Daily Operations) as well as a project submission.
GWFM (Global Workforce Management Professionals)
This global body with regional chapters, including EMEA, hosts summits and fosters knowledge exchange. It offers professional development events rather than formal certifications.
FullStack WFM Professional Certification (GWFM)
A comprehensive five-in-one program that covers real-time adherence, scheduling, forecasting, capacity planning and WFM finance.
Mastering Workforce Management (COPC)
Course-based training from COPC focuses on best practices in forecasting, scheduling and resource optimization.
Conclusion
Whether you’re just starting out or you have years of experience, WFM certifications can help you improve your skills, boost your confidence and increase your value in today’s job market. From learning new skills to building your strategic thinking, these credentials support every stage of your career.
With the right certifications, you can move from just handling schedules to leading workforce strategy. This can help your company perform better, support employees and provide great customer service.
Frequently asked questions
What is a workforce management certification and why does it matter?
A WFM certification is an official credential that proves you know how to manage staffing, forecasting, scheduling and analytics. These programs help you stay current with industry practices, automation and remote work trends. They also show employers you’re ready for advanced roles in WFM.
Which certification is best for someone new to WFM?
If you’re new, vendor programs like Genesys Beyond or basic courses like ICMI’s WFM Certification are great starting points. They give you a clear learning path and hands-on experience for the job.
How do workforce management certifications impact career growth?
WFM certifications can help you get promoted, stand out in job searches and prove your skills in areas like analytics and planning. They also show that you’re committed to growing professionally, which is something employers value.
