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The support center team lead serves as the champion for the customer and the focal point for support center analysts. For this reason, a Team Lead must be customer-focused, be able to drive change and process improvements, provide training,and deliver customer excellence. HDI’s Support Center Team Lead (SCTL) course is designed for support center professionals who have been or will be promoted to a Team Lead position and require fundamental management and leadership skills for their increased responsibilities. In this two-day course, Team Leads will focus on refining their leadership skills and prepare for their new role by learning to:
• Implement best practice standards for support
center operations
• Use effective leadership and management skills
• Motivate and use fundamental team building and mentoring strategies
• Manage conflict and handle stress
• Implement an 8-step method for coaching team members
• Evaluate team performance using support center metrics, quality assurance monitoring, and key performance indicators (KPI’s)
• Use Knowledge Management methods to improve productivity and increase employee and customer satisfaction
Course Curriculum
Introduction
- Section 1: Getting Started
- Section 2: Initiating Your Learning Experience
- Section 3: About HDI
Unit 1: Support Center Strategy and Policy
- Unit Objectives and Unit Agenda
- Section 1: The evolution of the Support Center
- Section 2: Strategic Perspective
- Section 3: HDI Support Center Maturity Model
- Section 4: Marketing
- Unit Summary
- Unit Review
Unit 2: Support Center Leadership
- Unit Objectives and Unit Agenda
- Section 1: Effective Leadership
- Section 2: Management
- Section 3: Emotional Intelligence
- Section 4: Communication Skills
- Section 5: Stress Management
- Section 6: Time Management
- Unit Summary
- Unit Review
Unit 3: People Management
- Unit Objectives and Unit Agenda
- Section 1: Recruitment
- Section 2: Human Resource Management
- Section 3: Interviewing
- Section 4: New Hire Orientation
- Section 5: Workforce Management
- Section 6: Performance Management
- Section 7: Teamwork
- Section 8: Relationship Management
- Section 9: Managing Meetings
- Section 10: Retention
- Section 11: Training and Career Development
- Unit Summary
- Unit Review
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Unit 4: Support Center Processes and Procedures
- Unit Objectives and Unit Agenda
- Section 1: Support Center Processes
- Section 2: Incident Management
- Section 3: Problem Management
- Section 4: Configuration Management
- Section 5: Change Management
- Section 6: Release Management
- Section 7: Security Management
- Section 8: Knowledge Management
- Section 8: Knowledge Management
- Section 9: Quality Assurance
- Section 10: Performance Reporting
- Unit Summary
- Unit Review
Unit 5: Technologies and Service Delivery Methods
- Unit Objectives and Unit Agenda
- Section 1: Support Center Technology Tools
- Section 2: Support Center Service Delivery Methods
- Unit Summary
- Unit Review
Appendices
- Appendix A: SCTL Certification Standards
- Appendix B: Practice Exam
- Appendix C: Resources
- Appendix D: Exam Registration
- Appendix E: SCTL Works Cited
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Who Should Attend
Experienced support center analysts, supervisors, and team leaders who want to enhance their management and leadership skills, and those seeking HDI Support Center Team Lead certification.
Prerequisites
Students should be familiar with the basic concepts of a support center. No previous HDI or STI Knowledge courses are required.
Training Methods
Includes instruction, on-line exam prep, and certification exam.
On-site: A two-day course conducted at your company’s site.
Classroom: Interactive two-day course among peers.
Certification
Students will be eligible to schedule their certification exam after completion of this course.
* This course combines HDI’s internationally-recognized standards with STI Knowledge® best practices to create the industry’s foremost training and certification curriculum.
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Check our Schedule of Events for pricing and a current list of planned courses or fill out a General Enquiry Form to have a representative contact you to further discuss your organization's requirements and we can work together to provide you with a Service Excellence Solution and help you Create Customer Care Experts.
For more information call our office at 1-888-737-2327.
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