Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

What do world-class supervisors, leaders and coaches do? Like Clark Kent to Super Person, developing as a supervisor or team leader involves ongoing growth and transformation. This 2-day workshop is designed for the newer supervisor/leader as one of the steps to acquire the skills and knowledge to manage and refine their ongoing personal development/transition as a manager/leader. This workshop is also ideal for intact work teams facing change.

What will you learn?

This session deals with the successful transformation to a leadership position. The focus is on defining roles and responsibilities, increasing professionalism, developing resources and mentors, managing work through others, self-assessment of skills and knowledge and developing a business and personal development plan for success. Students will leave the workshop with a basic plan to manage their own personal growth, development and transition to leadership and a business plan to manage their area of work responsibilities back on the job.

Key Learning Points

Identify the Personal Transformation You Will Experience as You Refine/develop Your Management Skills
Understand the Roles and Goals of Managers and Leaders - Define Areas of Accountability
Develop the Most Important Key to Personal Growth, Development and Professionalism
Learn the 6 Core Factors Critical to a Manager's/Leader's Success
Use the Principles of the Service Profit Chain to Build Employee Capability
Learn Motivation and Retention Strategies for Agents
Develop Your Own Personal Development Implementation Plan

Modules

Becoming a "World-Class" Manager

The Myths and the Truths of Leadership
The Most Important Key to Growth
Your Role - Responsibilities and Outputs
The Transformation Journal & Business Plan
Power Dynamics
Resources, Mentors, and Feedback

Managing the Service Profit Chain

Principles of the Service Profit Chain
Benefits of Building Employee Capability
Ways to Build Employee Capability
The Value of Change
Motivate and Retain Agents

Management Skills Can Be Learned

Examine the Development Process
Explore the 6 Core Skill Areas
Explore Skill Development Ideas

Your Personal Development/Business Plan

Prepare Your Personal Development & Business Plan
Feedback and Coaching on Your Plan

Workshop Environment

This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process. Some pre-course work is required, i.e. collect and bring to class, Company mission, job descriptions, appraisal standards, etc.