Effective team leading – call center leadership training
Introduction
Team Leaders are often required to make the transition from experienced agent to leader, seemingly overnight. However, the foundations of good leadership can require a shift in mindset and the skills required are many and varied.
Out team leadership training focuses on creating the right behaviors to become an outstanding call center team leader. The call center leadership training will address how to achieve the best performance from ourselves and others, via effective planning and goal setting, good time management, defusing conflict and increasing motivation.
Who should attend?
This effective call center leader training will bring benefits to both newly appointed and experienced contact center team managers and supervisors, as well as others aspiring towards a leadership position.
Call Center Leadership Training by BPA Quality
Benefits to your business
- Trained and skilled Team Supervisors & Managers create success in the contact center, having a pivotal role in connecting with the agents and therefore our customers
- Effective leaders build confidence and become better doers and problem solvers, contributing to shaping high-performing teams that increase productivity
- Leaders’ ability to demonstrate the correct values creates a more productive work atmosphere, even under pressure, and a more positive contact center culture
- Adept at engaging with others, effective leaders can support team performance day-to-day with a focus on productivity, team morale and wellbeing
- Increased satisfaction with job performance and their lives in general creates leaders who are better able to manage the pressures of responsibility
Learning outcomes
By the end of the workshop you will be able to:
- Recognize the role of the Team Leader and their influence on team performance
- Differentiate between leading and managing
- Identify the components of a great team culture that delivers excellence
- Explore techniques to enhance self-awareness and Emotional Intelligence
- Consider others’ perspectives and communication preferences
- Evaluate our personal image and current leadership style
- Develop assertiveness techniques and strategies
- Improve time management; prioritizing and delegating
- Create an action plan: to return to your role with a clear vision to lead your teams effectively
Interested in additional training topics for call center agents and leaders—such as supporting vulnerable customers, navigating change, resolving conflict, building emotional intelligence, or mastering chat communication? Click here to learn more.
