Leadership & Organizational Certification

Duration

2 Days

Program Objectives

• How to integrate the contact center vision into strategy
• Contact center organizational design and structure.
• Role and responsibilities of leaders in the call center
• Understand Project Management fundamentals..
• Understand the Vendors Management selection process

Program Tracks

• Fundamentals of leadership in call center dynamic
• Leadership Styles, Approaches and Assessment
• Call Center org chart “your engine”
• Strategic Goal Setting
• Organization Design criteria and framework
• Most important criteria when hiring leaders
• Leaders Roles and Duties in call center context
• Top Measurements for evaluating Leaders Performance
• Understand the five phases of project management
• Successful Factors for Project Management
• Training & coaching (who, what, when, how)
• Vendors Management critical success factors and pitfalls