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Essential Skills for Contact Centre Leadership Development Program

By: Contact Center Support Professionals Ltd

Lagos State, Nigeria

10 - 11 Mar, 2014  2 day

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Team Leaders and managers need to have excellent people skills and learn how to balance the demands of their own teams with their operational workload. This workshop will give your team leaders and supervisors the skills required to effectively produce excellent results through other people, and to make that process into one which is easy and enjoyable for both you and your team. The program has been specifically customized for Contact centre and customer assistance centres. The workshop will be delivered using a combination of group interaction, trainer feedback and practical exercises, including the use of video recording. Delegates will be encouraged to use previous experiences and historic management information to create realistic role-play scenarios Learning Outcomes:

  1.  Leadership development Skill
  2.  Integrated Performance Management
i. Dealing with Absenteeism
ii performance mentoring/rehabilitation
iii Disciplinary and terminations

3. Team Management skills
  •  Setting performance goals
  •  Negotiating and Signing team performance Contacts
  •  Monitoring productivity
  •  Coaching for better results
  •  Performance Evaluations, Feedback and Mentoring
  •  Reward good performance
  •  Managing under performance
  •  Team means Everything
  •  Team Relationships and dynamics
  •  Team Communications
Elomaz Hotels, Maryland, Lagos Mar 10 - 11 Mar, 2014
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