Energized Team Leadership for Contact Centers
Creating momentum where teams thrive, and goals are achieved.
Overview
This 2-day workshop builds confidence and sharpens leadership skills, giving team leaders practical tools to inspire people, balance engagement with performance, and achieve measurable results.
Yvette Renda, VP, People Development
Yvette leads the People Development function at BPA Quality, driving talent growth, learning programs, and organizational effectiveness. With over two decades at BPA, Yvette ensures that the human side of quality, coaching, agent engagement, performance feedback, is deeply aligned with data and analytics. Her work supports how clients operationalize insights from tools like the Quality Impact Index by empowering teams to act on those insights and continuously improve the customer experience.
9:00 am est/14:00 GMT
3 hours
Leadership Teams
Please note: March has daylight saving time change. Forward one hour for US on March 8/UK on March 29. This means there is a 4 hour time difference in US/UK dates listed for March.
The BPA Approach
- Practical Challenges: Balancing leadership with management, time pressures, and diverse styles.
- Behavioral Science: Applying EI, motivation, and trust to leadership behaviors.
- Psychometrics: Linking leadership behaviors to outcomes such as CSAT, FCR, and engagement.
Who Should Attend
Contact center team leaders, supervisors, and emerging managers who want to inspire people and deliver results.
Benefits To Your Business
- Stronger leadership confidence and effectiveness.
- More motivated, engaged teams delivering better outcomes.
- Clear links between leadership actions and business KPIs.
- Sustained performance through practical goal setting and follow-up.
Learning Outcomes
By the end of the workshop, participants will be able to:
- Lead with purpose and adapt to team needs.
- Apply coaching, feedback, and motivation techniques.
- Manage time, priorities, and delegation effectively.
- Set SMART goals aligned to KPIs and track results.
- Inspire teams with clarity, confidence, and energy.
An energizer workshop that turns leadership potential into measurable results.
