Leadership and Organizational Certification Program


Leadership and Organizational Certification Program

Duration

2 Days

Program Objectives

  • How to integrate the contact center vision into strategy
  • Contact center organizational design and structure.
  • Role and responsibilities of leaders in the call center
  • Understand Project Management fundamentals..
  • Understand the Vendors Management selection process

Program Content

  • Fundamentals of leadership in call center dynamic
  • Leadership Styles, Approaches and Assessment
  • Call Center org chart “your engine”
  • Strategic Goal Setting
  • Organization Design criteria and framework
  • Most important criteria when hiring leaders
  • Leaders Roles and Duties in call center context
  • Top Measurements for evaluating Leaders Performance
  • Understand the five phases of project management
  • Successful Factors for Project Management
  • Training & coaching (who, what, when, how)
  • Vendors Management critical success factors and pitfalls

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)