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Essential Skills for Contact Centre Leadership Development Program

By: Contact Center Support Professionals Ltd

Lagos State, Nigeria

27 - 28 Nov, 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

    Leadership development Skills

  • Understanding Leadership styles
  • Understanding business strategy
  • Reporting Skills: Team reports Vs Strategic Reports
  • Innovations and Creativity
  • Meeting Management and presentations
  • Conflict resolutions for service leaders
  • Managing stress
  • Prioritisation and effective delegation skills

            Integrated Performance Management

  • Setting performance goals
  • Negotiating and Signing team performance Contacts
  • Monitoring productivity
  • Coaching for better results
  • Performance Evaluations, Feedback and Mentoring
  • Reward good performance
  • Managing underperformance
  • Dealing with Absenteeism
  • Performance mentoring/rehabilitation
  • Disciplinary and terminations

  Team Management skills.

  • Team means Everything
  • Team Relationships and dynamics
  • Team Communications

 CCSP, We Train, We Recruit, We Outsource

Sheraton Hotels, Lagos Nov 27 - 28 Nov, 2014
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