The tipping point in contact centers success is the supervisor/team leader. Without effective agent performance assessment, feedback and coaching, the team does not move forward.
The program combines the fundamentals of the call center’s unique operating environment with general leadership and coaching skills to provide call center supervisors and leaders with a curriculum that is specifically suited to them. Through this development program, participants will learn the skills necessary to lead their teams to success.
The program delivers a deeper understanding of the management principles of the call center and elevates the professionalism of the call center leaders. This leads to greater retention as leader clearly see the impact of their positions and the career paths to which they lead. Team Leaders will complete the program with a greater understanding of the results they are being asked to achieve and why they are so important.