The Role of the Call Centre Manager
Short course
In Belfast City
Description
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Type
Short course
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Level
Beginner
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Location
Belfast city (Northern Ireland)
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Duration
1 Day
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Start date
Different dates available
Managing a call centre effectively is as much of an art as it is a skill. This course helps highlight the key challenges facing Call Centre Managers and gives practical tips on how to quickly make a difference in your role.
Facilities
Location
Start date
Start date
About this course
This course is ideal for anyone who is in a management or supervisory position within a call centre.
Reviews
Subjects
- Call Centre
- Leadership
- Team Leader
- Team Training
- Business Performance
- Manager
- Team
- Leader
- Assistant Call Centre Manager
- Leadership style
- Call Centre Manager
Course programme
At the end of this programme, each delegate will have looked at the following objectives:
- Explore the role and line of responsibilities between the Assistant Call Centre Manager, Call Centre Manager and the Team Leader
- Explore the Candor effect and how it can lead to improve efficiency
- Explore differentiation defined – about people
- Explore how to improve business performance by working together as a team
- Re-examine the difference between what is a leader and what is a manager
- Unity of effort – getting everyone to buy into the same vision, values and strategy and explore the reasons WHY
- Create a culture that enables people to achieve their true potential
- Explore your own leadership style and deploy a wide range of leadership styles that builds trust and effective working relationships
- Work with your manager to build development plans to get everyone into the green zone
- Develop greater empowerment to help team leaders make the right decisions and build confidence
- Action Planning
The Role of the Call Centre Manager