Call centre operations management training for Team Leaders


Every customer interaction is an opportunity to improve your productivity, boost customer satisfaction and – ultimately – increase revenue. The Contact Center Operations Manager is responsible for planning, organizing, and managing all operational activities that drive such customer experience.

Some of the roles and responsibilities of the Operations Manager are:

Implement and drive strategic plans for the contact centre operation
To deliver excellence in performance through, performance management, training, coaching and inspirational leadership of Managers and Team Leaders managing teams of direct reports
This role needs a high level of inbound and outbound sales/service leadership, as well as a very customer centric approach to customer contact across sales and customer service
To work within a heavily regulated environment ensuring compliance and best practise across the contact centre operation

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Upon actively participating in this course, you will learn:

Direct the forecasting and scheduling of daily workforce.
Continuously evaluate workflow and identify opportunities for improvement.
Track and measure individual and team productivity and quality results for staffing forecasts.
Drive improvements in overall service levels, transactional efficiencies & cost management.
Implement new processes, procedures and technologies as needed.
Manage and motivate call center staff to meet customer service performance goals.
Ensure that incentives are developed and executed as planned.
Maintain and monitor performance, production, attendance and punctuality records, reviews and appraisals for staff.
Monitor adherence to company quality monitoring goals.
Ensure adherence to company policies.
Responsible for the supervision

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Methodology

Group discussions
Case studies
Interactive storytelling
Practical exercises

Who should attend

Team Leaders & Managers leading Service, Helpdesk, Telesales and Debt Collection Teams

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Our vision

Facilitating Customer Delight through Professionalism in Human Capital Development

Our mission

To provide leading edge customized training solutions in each campaign
To develop an experienced team of consultants with impeccable knowledge and experience in their relevant areas of expertise


Our values

Honesty, Integrity, Sincerity

Contact

Quality Input Resources Sdn. Bhd.
Contact person: Shahrukh Moghal
M: +60123278240
Email: shahrukh@contactskills.com