Supervisory Leadership Skills Training | ICMI
Empowering contact center excellence for 30 years!

Contact Center Supervisor Leadership Development Program

Delivery Method



Symposium (Classroom)
In-person, multi-day training.

November 17-18
San Diego


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Client Site Training
Bring this course to your facility.


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Equip call center supervisors with leadership skills that strengthen their role as the critical link between strategic goals and tactical performance

Too often, managers promote their best agents to be supervisors without equipping them with vital new leadership skills that will determine their success in their new job role. This program will help them develop the needed leadership skills. It combines the fundamentals of the call center’s unique operating environment with general leadership and coaching skills to provide call center supervisors with a curriculum that is specifically suited to them, strengthening their role as the critical link between strategic goals and tactical performance.

Who should attend
  • Front-line supervisors
  • Newly promoted or experienced
What you will learn
  • Understand key contact center management principles and practices
  • Recognize terms, definitions, and requirements of successful contact center management
  • Formulate a plan using the content and tools provided to make positive improvements in your workplace
  • What coaching is and the benefits it delivers
  • The role of the coach
  • How to praise and why it is so important to do so
  • How to deliver corrective feedback effectively
  • The benefits of using a coaching model and how to use the S.A.F.E. coaching model
  • Strategies for addressing difficult coaching situations
  • Techniques for holistically approaching contact center issues through coaching
  • Developing skills for choosing the right people and getting them on the team quickly
  • Engaging, motivating, and retaining agents, so you have the tools to maximize productivity and control attrition
  • Choosing the most effective ways to communicate one-on-one and with the team, whether face-to-face, during meetings or via email
  • Recognizing how a team forms and how to manage a team’s work and productivity style
  • Having time to do the things that count the most and knowing how and when to delegate
  • Controlling stress for yourself and the team
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List Price: $2,995

Course Duration: 4 Days

This is a 4 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information to speak with your Account Manager.

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Course Outline

Day One: Contact Center Fundamentals

Module 1 The Dynamic Contact Center Profession

  • What makes the contact center environment unique
  • How contact centers add value to the organization
  • Viewing the contact center role a profession

Module 2 The Planning and Management Process

  • Defining real-time management
  • Three key principles of real-time management
  • How to monitor real-time information
  • Developing plans to react in advance
  • Communicating the right message
  • Common Root Cause Suspects
  • Real-time alternatives

Module 3 Effective Real-Time Management and Recovery

  • Defining real-time management
  • Three key principles of real-time management
  • How to monitor real-time information
  • Developing plans to react in advance
  • Communicating the right message
  • Common Root Cause Suspects
  • Real-time alternatives

Module 4 Improving Quality and Productivity

  • The relationship between quality and customer expectations
  • Key customer expectations
  • The relationship between service level and quality
  • Key individual performance objectives

Module 5 Summary and Next Steps

  • Characteristics of leading centers
  • Every person matters
  • Managing your own professional development

Day Two: Contact Center Coaching

Module 1 The Case for Coaching

  • Coaching defined
  • Where does coaching apply?
  • What are the purposes of your coaching program?
  • What coaching can do

Module 2 Your Role as a Coach

  • Looking at coaching as a relationship
  • Identifying what to coach on
  • The role of a coach
  • Common coaching challenges
  • Finding time to coach

Module 3 The Fundamentals—Praise & Correction

  • The impact on agents when they get no feedback
  • What praise is and its impact on the contact center
  • What corrective feedback is and how to deliver it effectively
  • Examples and practice identifying a coaching approach

Module 4 Coaching Tools and Techniques

  • The coaching process
  • The benefits of using a coaching model and the S.A.F.E. coaching model with step-by-step tips
  • How the agent and the coach should prepare for coaching
  • Strategies for addressing difficult coaching situations

Module 5 A Holistic Approach to Coaching

  • Symptoms of the following issues with the coaching cure and case study for each
  • Culture issues
  • Attendance and adherence issues
  • Poor agent buy-in issues
  • Metrics issues
  • Stress issues
  • Career pathing issues
  • Diagnosing and addressing other issues
  • Core coaching skills

Day Three: Interviewing and Onboarding, Engaging, and Communicating

Module 1 All Aboard! Interviewing and Onboarding

  • The causes and impact of new hire failure
  • The interviewer’s job
  • Interviewing best practices
  • Onboarding: Before the new hire begins, in the first week, and for the first 90 days
  • New hire training best practices
  • Best practices for transition from training to production
  • Guidelines for speaking to new hires

Module 2 Engagement Party: Motivation & Retention

  • What is employee engagement and why is it important?
  • The energy continuum
  • Tips for keeping employees engaged
  • Trust: How it is broken and the basic elements for building
  • Using a multi-layered approach to engagement
  • Conducting stay interviews

Module 3 What’s That You Say? Communication

  • The communication process
  • The distracted leader
  • RASA model for listening
  • How to speak so people want to listen
  • Emotional intelligence
  • How to convey company policy changes, even if you disagree
  • Impact of gossip and rumors and what you can do
  • Tips for effective agent meetings
  • Different generations and words that make a difference with each
  • Guidelines for communicating in email

Day Four: Managing Teams, Time, Stress, and Change

Module 1 Let’s Work Together: Managing Teams

  • Defining what a team is
  • The importance of conveying expectations and your definition of excellence
  • 4 Stages of a team and how to lead at each stage
  • 5 kinds of supervisory conversations
  • Conducting disciplinary conversations
  • Dealing with issues before they grow too big
  • 5 steps for dealing with conflict

Module 2 There’s No time Like the Present: Time Management

  • Benefits of time management
  • A supervisor’s day
  • The control continuum
  • Analyzing your use of time
  • Weekly and daily planning habits
  • Prioritizing
  • Strategies for managing time
  • Strategies for saying “no”
  • Managing interruptions
  • Conquering procrastination
  • Delegation: benefits, barriers, guidelines, and 6-step approach

Module 3 Who Me, Stressed? Stress and Change Management

  • Defining stress and when it is helpful
  • 6 myths about stress
  • Top 10 workplace stressors
  • How leaders can escalate stress
  • The impact of perception and resilience on stress
  • Guidelines for managing team and individual stress
  • Approaches to change
  • 4 stages of change and management strategies for each

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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