The Role of the Call Centre Manager

Short course

In Belfast City

£ 275 VAT exempt

Description

  • Type

    Short course

  • Level

    Beginner

  • Location

    Belfast city (Northern Ireland)

  • Duration

    1 Day

  • 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

Belfast City (County Antrim)
See map
St. Annes Square, 20 Talbot Street, BT1 2LD

Start date

Different dates availableEnrolment now open
Different dates availableEnrolment now open
Different dates availableEnrolment now open

About this course


This course is ideal for anyone who is in a management or supervisory position within a call centre.

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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

£ 275 VAT exempt