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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:

understand the differences in the roles of team player and team leader

construct and deliver effective briefs

demonstrate how to give positive and critical feedback

use a new understanding of Merchants MIS systems to performance manage their own operations

understand the effectiveness of monitoring systems and be able to put these principles to work on their operations

troubleshoot effectively

provide effective leadership within their teams and support their Operation Managers

deliver effective coaching to their team members

manage an inspirational personal state.

Team Leader main index

Other Team Leader modules

The role of the team leader

Objective

To enable participants to identify their style of leadership, and the most appropriate style to use when managing situations.

To define the role of a team leader and identify the skills required to build a team and manage team dynamics.

Key learning points

The responsibilities of the team leader.

Three different styles of leadership - autocrat, collaborator, laissez-faire.

The roles that people play within a team.

Team building techniques.

Personal effectiveness

Objective

To explore the components of the transition curve and how these relate when entering into a new role or expanding an existing role, and managing the change involved.

To identify personal drivers, examine one’s own behavioural patterns and discover how the individual is able to influence positive change in self and others.

To give a thorough understanding of what ‘gravitas’ means and enable participants to increase their authority within their role.

Key learning points

The components of the transition curve.

How to effectively manage personal change.

The different drivers and what they mean.

What ‘gravitas’ means and how to increase it.

The concept of ‘walking in anothers shoes’.

Delegation

Objective

To understand the purposes and benefits of delegation.

To identify the tasks that can be delegated, who they can be delegated to and the style of leadership to use when delegating.

Key learning points

The reasons for and against delegation.

Responsibilities that can be delegated.

Steps to effective delegation.

Leadership styles to adopt when delegating.

Script writing

Objective

To practise writing a Best Practice script in sales or service within the DMA guidelines.

To understand how to participate in scripting a brief with the client and gain their agreement to the script.

Key learning points

The structure of a script.

How to ensure a script complies with DMA guidelines.

How to ensure a script complies with the Data Protection Act.

The level of participation required when gaining client agreement to a script.

The benefits of holding regular script meetings with the team to ensure that the script accurately reflects and assists the agents.

Capacity planning and rostering

Objective

To understand the components of a capacity plan, and develop the ability to contribute personal input when the Operations Manager is capacity planning and rostering.

To enable participants to recognise when something happens which will have an impact on the existing capacity plan and roster.

Key learning points

The definition of a capacity plan.

The principles of forecasting.

The principles of service levels.

The principles of utilisation and occupancy.

The importance of assumptions.

How to plan shifts.

Recruitment and selection

Objective

To enable participants to understand the recruitment process and demonstrate how to design a job description and person specification for a agent on their own operation.

To identify the skills required when interviewing people to fulfil the agent role.

Key learning points

The use of competency frameworks in defining role and person specifications.

The use of questioning and listening skills in an interview.

How to carry out criteria based interviewing.

Troubleshooting methodology

Objective

To understand how to identify the causes behind team and individual shortfalls against targets and objectives.

To understand how to establish the most effective way to deal with the above.

Key learning points

What it is, when to do it and who should do it.

The principles of troubleshooting.

The company troubleshooting methodology.

Grievance and disciplinary procedures

Objective

To develop a working understanding of the grievance and disciplinary procedures.

To enable participants to initiate preliminary disciplinary procedures.

Key learning points

What is a grievance.

How to deal with a grievance.

The types of discipline.

Who manages disciplinary processes.

The stages of the disciplinary process.

Methodology.

Quality management

Objective

To understand the reasons why quality standards are important in the communication centre environment.

To identify the type of quality standards in place both specific to the operation and to the communication centre.

To identify the ways in which quality is managed.

Key learning points

The importance of quality standards.

How to manage call quality.

How to manage data quality.

How to manage client information quality.

Introduction to change control

Objective

To understand the purposes of and how to successfully implement change control.

Key learning points

What change control is and why we have it.

The company change control methodology.

Contact reporting

Objective

To understand the purpose of contact reports and to increase awareness of the guidelines for the successful production and use of contact reports.

Key learning points

What a contact report is, who produces the report, when and why.

The principles and rules.

The company methodology for writing a contact report.

Influencing and negotiating

Objective

Delegates will understand the five influencing styles and how to adapt their own style to be appropriate for each circumstance.

Delegates will know about the four phases of negotiation and, through role-play, will be able to demonstrate an understanding of them in practice.

Key learning points

Push:pull techniques.

The five influencing styles.

The four stages of successful negotiation.

Managing client complaints

Objective

To brief participants on the principles and procedures for managing client complaints.

Key learning points

What is a complaint.

Why clients complain.

How to respond – the stance.

How to respond – what to do.

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