Your Call Centre/Customer Experience Implementation Partner

Vital People Management Skills For Team Leaders And Supervisors

2 Day Course

November 15-16, 2017


Course Outline

This interactive 2 day programme for team leaders and supervisors aims to cover the most important behavior, skills and knowledge necessary to cultivate the following key competencies :

1. Development of Team Goals & Relationships

  • Establishes team goals and priorities
  • Creates a team development plan
  • Sets clear team working standards
  • Encourages openness and support among team members
  • Considers individual preferences and development needs when assigning team roles

2. Best Practise CSR Monitoring & Analysis

  • Identifies and communicates best practice for tasks in hand
  • Establishes clear monitoring rationale and guidelines
  • Provides meaningful and action-oriented feedback
  • Tailors coaching style to specific individuals and situations
  • Balances individual development needs with business objectives

3. Coaching & Mentoring Techniques & Principles

  • Continuously seeks to identify areas for improvement in the monitoring process
  • Combines adherence and performance measurement data in giving feedback to CSRs
  • Escalates adherence and performance issues as circumstances dictate
  • Communicates to employees the rationale and operation of performance monitoring practice

4. Performance Appraisal & Development

  • Maintains company and, in particular, disciplinary procedures
  • Encourages input from CSR's for their own personal development plan
  • Cultivates a problem-solving and performance-enhancing environment for team members
  • Seeks to empower others in order to improve efficiency and effectiveness
Limited Places
Note : 3 Registration For Any Single Programme
Earns 10% Discount
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