Call Centre Operations Management For Team Leaders

Category: Aci Code Requirements And Specifications For Concrete Design, Construction And Repair Training

Course Description

This revolutionary hands-on training program is perfect for both newly-assigned and experienced Call Centre team leaders. In this training program participants will learn all major tactical management skills needed for day-to-day operation of a Call Centre, where each participant can work within the process area that will have the greatest impact on their Call Centre process capability.

This program focuses on the comprehensive skills and knowledge necessary to successfully manage Call Centre operations. Our Call Centre Operations Management workshop is rich training program that include learning activity “case studies” that focus on practical problem solving and current Call Centre best practices. Furthermore, this program will also equip participants with the skill set they need to improve their Call Centre’s overall performance.

Course Objectives

  • Daily workforce forecasting & scheduling
  • Continuously evaluate / improve workflow
  • Track and measure individual and team productivity and quality results for staffing forecasts
  • Drive improvements in overall service levels, transactional efficiencies & cost management
  • Implement new processes, procedures and technologies as needed.
  • Manage and motivate call centre staff to meet customer service performance goals.
  • Ensure that incentives are developed and executed as planned.
  • Maintain and monitor performance, production, attendance and punctuality records, reviews and appraisals for staff.
  • Monitor adherence to company quality monitoring goals.

Course Outline

  • How well do you work with your employees?
  • Listening to your team members
  • Work Force Management and doing it right?
  • Managing unscrupulous agent activities
  • Quality Assurance
  • Implementing the DMAIC attitude / mind-set
  • Understanding various leadership styles
  • Team Development
  • Conducting Effective Meetings
  • Building Trust
  • Managing Resources
  • Emotional Intelligence
  • Recruitment process improvement
  • Positive belief system – Thinking ahead of the game