Contact centre team leader development
- Level
- Total time
Starting dates and places
This product does not have fixed starting dates and/or places.
Description
The Flexible Contact Centre Team Leader
Who Should Attend And Why
Team Leaders 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 you 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 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…
Frequently asked questions
There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.
The Flexible Contact Centre Team Leader
Who Should Attend And Why
Team Leaders 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 you 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 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.
By The End Of The Workshop Participants Will Be Able To:
Gain flexibility in their leadership style
Develop their listening and observation skills
Learn skills to enable them to monitor and develop individual and team performance
Improve their ability to cope under pressure
Workshop Overview
The Role of a Team Leader
delegates will source for themselves the objectives of a team
leader
What is a Team?
learn why we work in teams and what effective teams consist of
Barriers and Personal Responsibilities
how to break through personal barriers
Running Effective Team Meetings
how to lead team meetings that are effective and fun
How Individuals Develop
learn the 4 key stages of individual development within the
team
Flexible Leadership
learn how to effectively adopt a management style which is
appropriate to each individual / situation
Monitoring & Troubleshooting
how to maintain an overview of progress and how to assist
individuals to solve their own problems
Feedback
learn how to reinforce positive and productive behaviour and
develop standards through praise and reprimand
Coaching
how to modify individual behaviour to encourage more productive
performance
Contracting
how to set up and create permission for the day to day coaching and
counselling of team members
Motivation
learn to create new challenges for team members and yourself, even
when the last thing anyone wants to do is pick up a phone!
Dealing With Difficult Customers
proven strategies for handling complaints and criticisms
how to turn complaining customers into your biggest advocates
Share your review
Do you have experience with this course? Submit your review and help other people make the right choice. As a thank you for your effort we will donate £1.- to Stichting Edukans.There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.