Contact centre team leader development

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