Your Call Centre/Customer Experience Implementation Partner

INSIGHTS Competency Based Call Centre Training For Agents, Supervisors & Managers


Call Centre Team Leader & Supervisor Series -
Effective Leadership

Overall Objectives

At the end of this course the trainee will have a clear understanding of the role of a Supervisor as a Team Leader. Particular emphasis is placed on the emotional skills of leadership so as to create a more motivated, empowered and enthusiastic team.

Key Objectives

Upon successful completion of this course, the trainee will be able to:

  • Formally and informally lead a team of CSR's
  • Solve problems through a process of root cause analysis.
  • Recognise and control CSR stress and conflict
  • Project a style of leadership appropriate to the situation
  • Lead by example.
  • Predict times when team motivation will be low
  • Handle difficult team members

Course Units

Unit 1 : Introduction to the Role of the Call Centre Supervisor. In this unit you will learn the importance of formal and informal leadership and the need to 'listen' to your CSR team.

Unit 2 : Problem Solving. In this unit you will learn to recognise the difference between problems and symptoms and to solve problems through a process of root cause analysis.

Unit 3 : Stress and Conflict Management. In this unit you will learn the most common causes of stress and conflict, symptoms of stress and conflict and methodologies for avoiding, reducing, resolving stress and conflict in the team.

Unit 4 : Basic Leadership. In this module you will learn the basic principles of being and inspirational leadership. You will also learn the difference between controlling and steering and the benefits of focusing on steering.

Unit 5 : Leadership Style. In this unit you will learn how to influence your team members to focus on key goals and objectives by using mechanical and emotional leadership techniques.

Unit 6 : Leading by Example. In this unit you will learn the key characteristics that you project in the workplace and how you can earn respect by being conscious of what you project.

Unit 7 : Challenges of Leadership. In this unit you will learn that teams are not always receptive to the goals of management and are not always enthusiastic. It is possible to predict when the team are likely to be less motivated and to be prepared with the right kind of supplementary motivational practice. You will also learn how to confront and deal with difficult CSR's

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