Certified Call Center Supervisor Program

Certified Call Center Supervisor Program


5 days

This Supervisor Certification course covers the ingredients for great supervisors and exceptional supervisor-led teams. The course both makes the participant step back and look at the supervisor role from a higher level, and explores the day-to-day interactions that make all the difference for success.

As a result of this course, participants should:

  • Gain added insights on their leadership role as a contact center supervisor
  • Understand what motivates agents to perform at their best
  • Hone time management skills for the benefit of agents and the team
  • Be able to explain and implement best practices goal setting
  • Identify listening skills and communication styles that are key to smooth functioning of supervisor teams
  • Learn how to organize and execute coaching sessions
  • Understand how to optimize agent performance
  • Know how to build effective teams that engage agents and produce superior results
  • …and more.

Course Objectives: 

  • Leadership as a Supervisor
  • Time Management
  • Listening
  • Effective Communication
  • Employee Engagement
  • Coaching Basics
  • Teamwork

Delivery Methods: 

On-Site - Private (Courses that are held at your contact center site and are tailored to your timing and content needs)                    

In-Person - Public (Courses that announced in our training calendar)         

Live Webinar (Courses that are held via state-of-the-art Webinar solution and are tailored to your timing and content needs)                 

On Demand (Courses that held from the comfort of your own home using state-of-the-art Learning Experience Platform (LXP)