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Team Leader development solutions

 

 

Context

 

 

Team Leaders need to be seen as the first level of management within a call centre. The issue can be making the transition from team member to team leader. Merchants recognise the need to provide a structured development path for Team Leaders while giving them a "fast track" into the role in order that they are set up to win from day one.

These are some of the team leader development programmes we offer.
Click here to review a sample module from this programme.

 Effective Team Leader foundation course 

 Ongoing development programme

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Effective Team Leadership Foundation course

 

Introduction

This material is designed to accompany a four day course on team leadership and coaching skills.

Objectives of the course

At the end of this course, participants will be able to:

 

Team Leader main index

 

 

 

 

 

 

Other Team Leader modules

The role of the team leader

Objective

Key learning points

 

Personal effectiveness

Objective

Key learning points

 

Delegation

Objective

Key learning points

 

Script writing

Objective

Key learning points

 

Capacity planning and rostering

Objective

Key learning points

 

Recruitment and selection

Objective

Key learning points

 

Troubleshooting methodology

Objective

Key learning points

 

Grievance and disciplinary procedures

Objective

Key learning points

 

Quality management

Objective

Key learning points

 

Introduction to change control

Objective

Key learning points

 

Contact reporting

Objective

Key learning points

 

Influencing and negotiating

Objective

Key learning points

 

Managing client complaints

Objective

Key learning points

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