Call Centre Team Leader / Operations Manager Skills Programs
These skills programs include more than just the soft skills necessary in the call centre environment; Siyandza’s programs teach the learner what it takes to become a
successful team leader. The course material can therefore easily be used for
operational management training.
Who should attend:
- Team leaders
- Team managers
- Call Centre Operation managers
Program focuses on:
Key requirements to being a successful team leader in the call centre and operations environment.
Skills Programs on Offer
Our skills programs consist of NQF level 4 aligned courses.
Managing Call Centre Campaigns (NQF 4/10 credits)
Each call centre is made up of various inbound or outbound campaigns. It is important for the leaders to possess the ability to manage these campaigns. This call centre training module deals with the planning, implementation and evaluation of Call Centre campaigns.
Coaching (NQF 4/10 credits)
Call centre agents require constant coaching to maintain performance and lift morale. This call centre training module deals with the importance of coaching all the staff within a call centre and the practical processes involved to ensure the coaching is effective and behaviours are changed.
Service Levels (NQF 4/10 credits)
The ultimate success of every call centre is measured by their service levels. This call centre training module deals with the level of understanding the middle management level requires on understanding service levels and monitoring and maintaining the service levels.
Call Centre Activities (NQF 4/18 credits)
The implementation and coordination of various call centre activities ensure that all aspects of the business run efficiently. This call centre training module deals with the monitoring of calls, collating of queries and streamlining of call centre activities.
Trends Impacting Call Centres (NQF 4/10 credits)
The identification and analysis of various trends impacting call centres forms a big portion of the call centre business. This call centre training module deals with the identification and analysis of trends and methods of providing recommendations.
Monitoring and Maintaining Performance Standards (NQF 4/12 credits)
The level of performance attained by call centre staff is critical to the success of the business. This call centre training module deals with the techniques used to monitor, maintain and review performance.
Statistics (NQF 4/12 credits)
Statistical data is used to measure performance and compile reports. This call centre training module deals with methods of retrieving and correlating statistical data.
