Contact Center Indonesia Certification Team Leader & Supervisor
The role of Team Leader/Supervisor in the Contact Center nowadays becomes more important for the success of the Contact Center Team. Team Leader/Supervisor tasks not only cover operational aspect but also development in how to lead the Contact Center. To Succeed in carrying out their duties, Team Leader/Supervisor should have the knowledge of Technical Operation Management Contact Center (TOM CC) also supervisory skill in leading the task force daily operation of the Contact Center.
TOM CC will provide insight related to performance management and managing daily Contact Center in accordance with the requirements of the job. While the supervisory review, feedback, and coaching, also how to maintain motivation and team collaboration of the Contact Center Staff in the team.
- Participants understand the role and function of Team Leader/Supervisor in Contact Center.
- Participants gain the knowledge of technical Operation Management knowledge and supervisory skill needed by Team Leader/Supervisor in the unique Contact Center environment.
- The introduction of the Contact Center
- Contact Center Management Performance Framework (speed, quality, efficiency)
- KPI management Contact Center (Basic Terminology, Definitions and Principles KPI Contact Center) and the relationship between KPIs Team Leader/Supervisor
- Who is an effective Leader and Leader in Contact Center
- Process Quality monitoring and the role of Team Leader/Supervisor
- Relationship and Analysis Quality Monitoring the quality aspects of call center and customer satisfaction
- effective coaching and feedback to encourage the best performance
- Time management in the Contact Center and Positive Mindset to Manage own stress
- Hr Contact Center function (manager, supervisor and/or staff)
- Mid managerial of contact center (manager, supervisor and/or team leader)
- The support function is appropriate for any professional participating in the management, supervision, or execution of Contact Center
- 2 days training
- Time 09:00 17:00 WIB
For future information and investment fee, please contact :
Contact : (+62) 21 729 3311 or (+62) 838 98888 168 (Phone/SMS/WhatsApp)
Email : firstname.lastname@example.org