Duration
5 days
This Supervisor Certification course covers the ingredients for great supervisors and exceptional supervisor-led teams. The course both makes the participant step back and look at the supervisor role from a higher level, and explores the day-to-day interactions that make all the difference for success.
As a result of this course, participants should:
- Gain added insights on their leadership role as a contact center supervisor
- Understand what motivates agents to perform at their best
- Hone time management skills for the benefit of agents and the team
- Be able to explain and implement best practices goal setting
- Identify listening skills and communication styles that are key to smooth functioning of supervisor teams
- Learn how to organize and execute coaching sessions
- Understand how to optimize agent performance
- Know how to build effective teams that engage agents and produce superior results
- …and more.
Course Objectives
- Leadership as a Supervisor
- Time Management
- Listening
- Effective Communication
- Employee Engagement
- Coaching Basics
- Teamwork
