Duration

2 days

Course Description

The Certified Contact Center Team Leader Program (CCCTL) is developed for Contact Center middle management individuals. The Team Leader forms the crucial link between operations, management and agents. These individuals face high levels of stress and are usually promoted based on the fact that they were high performing “Super” agents. However, not all individuals are natural leaders and may not have the proper skills to transform themselves from a highly stressed position to exceedingly successful performance.

CCCTL is a comprehensive program that provides insights into the day-to-day leading and management of a team in a knowledge-based environment that demands competent leaders in creating and leading highly successful, loyal and motivated teams. Most importantly, this program will provide Team Leaders with the fundamental bridging skills between the agent and the Team Leader.

This program also looks at how the Contact Center environment contributes into Customer Experience Management and how as a team leader it is important to see things from a more strategic and holistic manner.

Workshop Learning Objectives

Understand the roles and responsibilities of a Contact Center Team Leader;
Understand the fundamentals of Contact Center leadership skills;
Develop strategic thinking skills;
Develop the aptitude of a Team Leader;
Enhance management communication and interaction skills to better manage the team;
Enhance the performance management of the team;
Learn conflict and disciplinary management skills;
Provide a morale and performance booster for the agents in the team.

Who Should Attend?

Senior Contact Center Agents
Team Leaders
Team Managers

Introduction

The Evolution of Customer Service to Customer Experience
Differences Between Customer Experience, Customer Relationship Management (CRM) and Customer Service

Module 1: Introduction to Contact Center Team Leadership

The Difference Between Leadership and Management
The Nature of Contact Center Leadership Duties
Creating Effective Contact Center Leadership Behavior
The Team Leader Role in Customer Experience Management

Module 2: Developing Strategic Thinking Skills

The Strategic Thinking Skills in a Contact Center – Right/Left Brain Orientation
Developing an Understanding of Daily Operations Performance (SLAs) and the Required Actions
Prioritization – Where Am I Spending My Time?
Strategy vs. Operations – Finding the Balance and levelling UP

Module 3: Developing Specific Behaviours to Manage Staff Relations

Developing Supportive Leadership Skills
Developing Mentoring and Coaching Skills
The Guidelines for Recognition and Rewards in A Contact Center
Communicating Supportively when Managing Poor Performance

Module 4: Developing Communication and Interaction Skills

Communicating a Culture of Positive Reinforcement
Developing Positive and Influential Verbal Communication Skills
Developing Positive Non-verbal Communication Skills
Getting to Know Your Team – Individual Focus on Team Members

Module 5: Performance Management and Disciplinary Skills

Managing Conflict in Difficult Staff Situations
Dealing with the Issue and Not the Personality
Effective Disciplinary Actions in a Contact Center
Developing Skills in Providing Performance Feedback

Module 6: Making Teams Work with Empowerment

Identifying Attributes of Successful Performing Teams – Forming, Storming, Norming, Performing
Motivating and Driving Your Team with a Collective Sense of Identity
Creating a Sense of Purpose - Managing Gen Y and Z
Team Happiness Plan – Developing a Team Happiness Plan Specific to Your Team

Programme scope, delivery arrangements and suitability are confirmed during enquiry.

CERTIFIED CONTACT CENTER TEAM LEADER