Incoming Call Centre Management: Leadership


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number


Overview/Description
Did you know that your personality can greatly affect your leadership skills? Are you aware that even if you are a fabulous manager, you might not be an effective leader? As a call centre manager, how can you motivate everyone, including senior management, to work together towards a common goal? As you progress through this "Incoming Call Centre Management: Leadership" course, you will become aware that enhancing your leadership skills can move you closer to your goal of managing an efficient and team-oriented call centre. By participating in this course, you are ensuring that your call centre will receive the best management and leadership that you can provide.

Target Audience
This series is targeted specifically at call centre managers, but would also be a valuable asset for call centre executives committed to the growth of their organisation, and to supervisors of call centre staff.

Expected Duration (hours)
3.0

Lesson Objectives

You as a Call Centre Manager

  • recognise the benefits of possessing effective leadership and communication skills as a manager in the call centre industry.
  • determine a course of action that a call centre manager can follow to be a more effective leader, given a scenario.
  • identify the processes for notifying staff about a forthcoming change.
  • apply the appropriate processes to manage change in an incoming call centre, given a scenario.
  • identify the appropriate types of information that must be reported to senior management, given a scenario.
  • identify key guidelines and examples for effectively preparing reports for senior management, given a scenario.

    • Managing Call Centre Staff

  • identify the benefits of effective leadership and management skills in a call centre environment.
  • make appropriate decisions to manage compliance and behaviour issues during the various stages of a given situation.
  • match team-building strategies with examples.
  • select the appropriate choices for a manager conducting a performance review, given a scenario.
  • identify standards for effectively giving performance feedback.

    • Motivation

  • recognise the benefits of motivating staff effectively.
  • select effective methods of providing call centre staff with a motivational attitude, given a scenario.
  • choose the appropriate incentive or type of recognition to motivate an individual call centre employee, given a scenario.
  • identify the type of training that is associated with the attribute, given a scenario.
  • identify examples of motivational training that should be offered to call centre staff, given a scenario.
  • apply techniques for effectively motivating staff, in a coaching scenario.

    • Course Number:
    CUST8212