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Support Center Team Lead

Date Duration
 Fees
 Certification Literature
All year
 2 days Course: 1.080,00 €
SCTL
 The course is in Slovenian and courseware is in English.

  Number of participants is limited to 16.
  Special Discount for HDI-EE Members.
TERMIN

The Support Center Team Lead serves as the champion for the customer and the focal point for support center analysts. For this reason, a team lead must be customer-focused, be able to drive change and process imporvements, provide training, and deliver customer support.

HDI's Support Center Team Lead course is designed for support center professionals who have been or will be promoted to a team lead position and require fundamental management and leadership skills for their increased responsibilities.

Course Objectives

  • Implement best practie standards for support center operations
  • Use effective leadership and management skills
  • Motivate and use fundamental team building and mentoring strategies
  • Manage conflict and handle stress
  • Implement an 8-step method for coaching team members
  • Evaluate team performance using support center metrics, quality assurance monitoring, and key performance indicators (KPIs)
  • Use knowledge management methodsto improve productivity and increase employee and customer satisfaction

Who Should Attend

Experienced support center analysts, supervisors, and team leaders who want to improve their managemet and leadership skills, and those seeking HDI Support Center Team Lead Certification.

Course outline - Support Center Team Lead

Unit 1: Support Center Strategy and Policy

  • The Evolution of the Support Center
  • Strategic Perspective
  • The HDI Support Center Maturity Model
  • Marketing

Unit 2: Support Center Leadership

  • Effective Leadership
  • Management
  • Emotional Intelligence
  • Communication Skills
  • Stress Managemant
  • Time Management

Unit 3: People Management
  • Recruitment
  • Human Resource Management
  • Interviewing
  • New Hire Orientation
  • Workforce Management
  • Performance Management
  • Teamwork
  • Relationship Management
  • Managing Meetings
  • Retention
  • Training and Career Development
Unit 4: Support Center Processes and Procedures
  • Support Center Processes
  • Incident Management
  • Problem Management
  • Configuration Management
  • Change Management
  • Release Management
  • Security Management
  • Knowledge Management
  • quality Assurance
  • Performance Reporting
Unit5: Technologies and Service Delivery Methods
  • Support Center Technology Tools
  • Support Center Service Delivery Methods

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