HDI Support Center Team Lead 2 Days Virtual Live Training in Ghent
|Provincie||Flandre Orientale (VOV)|
Course Description: Support center team leads serve as the communication link between the team and the manager as well as the first point of internal escalation for the customer. HDI Support Center Team Lead (HDI-SCTL) training ensures that participants learn how to deliver exceptional customer support, promote Process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This Course is designed for support professionals who need to develop fundamental Management and leadership skills. Course Topics: Unit 1 : Support Center Overview ● The Evolution of the Support Center ● The Role of the Support Center Unit 2 : Role of the Support Center Team Lead ● The Role of the Support Center Team Lead ● Effective leadership ● Emotional Intelligence ● Managing Relationships Unit 3 : Business planning and Strategy ● Strategic Perspective ● Building a Service and Support Strategy ● Service Level Management ● Standard Operating Procedures ● Business Alignment Unit 4 : Support Center Processes ● Best Practices for Support ● Service Operation ● Additional Processes ● Knowledge Management Unit 5 : Support Delivery Methods & Technology ● Support Center Infrastructure ● Support Tools & Communication Channels ● Service Delivery Methods ● Cloud Services ● Service Management Systems Unit 6 : Workforce Management & Training ● Workforce Management ● Sourcing and Recruitment ● Training Unit 7 : Communication & Coaching ● Communication Skills ● Global Awareness ● Managing Conflict ● Coaching Unit 8 : Teamwork, Motivation, & Retention ● Teamwork ● Motivation, Rewards, and Recognition ● Performance Management ● Retention Unit 9 : Metrics and Quality Assurance ● Metrics ● Quality Assurance ● Using Surveys ● Performance Reporting ● Promoting the Support Center Learning Goals: ● Essential team lead Management and leadership skills.