Contact Center Management: Developing Supervisors Who Lead

A proven three-step process guides VPs, directors and managers in how to increase agent retention, efficiency, and productivity by building a supervisor leadership climate.

Improving the leadership skills and effectiveness of you supervisors is the best direct method to sustain a reduction in agent attrition. Through ICMI’s Developing Supervisors Who Lead, virtual classroom course, you’ll learn to forge an unbreakable link from manager to agent through “super” supervisors that will have a direct, positive impact on the performance of frontline agents.

Organizations that have engaged, enthusiastic supervisors enjoy reduced attrition, higher efficiency, better schedule adherence, increased employee satisfaction, increased customer satisfaction, and increased revenue. With a focus on why supervisor development is critical, this course will teach you proven methods for constructing a winning program to find, train, and groom supervisors with the skills to effectively manage their teams.

No formal classroom? Limited budget for training? One of the best takeaways from this course is how to build a supervisor leadership skills training program when a formal classroom isn’t an option.

This course will prepare you to:

• Spot, interview and hire a “super” supervisor, including the pros and cons of hiring from within as well as from the outside.
• Develop and train a new supervisor, including building checklists of general and specific training topics and motivating your new supervisor right from the start.
• Groom your new supervisor for success, including coaching to make the step from agent to supervisor and using mentors.

Who Should Attend?

• Vice Presidents
• Directors
• Managers who want to reduce agent attrition and increase productivity

Course Length and Delivery Method

This course is delivered in a two hour session. Purchasing this course on-demand will give you access to the recording (slide presentation with audio) and course materials for 30 days.

Course Materials

• Printable Slide Presentaiton
• Industry Articles
  • Call Center Supervisors: The New Superheroes of the Workplace
  • Develop a Formal Process for Supervisor Training
  • How to Determine an Appropriate Agent-to-Supervisor Ratio for Your Center
  • Supervisors: The Critical Link in Performance Management
• Handouts
  • Hire vs. Train Sample
  • Hire vs. Train Table
  • Leader Development Assessement

Pricing

Pricing for live virtual classroom courses is for one computer and one telephone connection per session. An unlimited number of participants may attend through a single connection to WebEx.

Cancellation Policy

Please take a moment to read the cancellation policy.