Supporting Operational Excellence

Module 1: The Role of the Supervisor  

• Break down what a contact center and contact center management truly mean, focusing on the complexity of the environment and the need for comprehensive skills. 
• Explore the key responsibilities of a contact center supervisor and their impact on organizational success. 
• Analyze the results of the Competency Self-Assessment to identify personal strengths and areas for improvement. 
• Understand the broader influence supervisors have on operational performance, team engagement, and customer satisfaction. 
• Develop a plan for ongoing development in key supervisory competencies based on assessment results. 

Module 2: The Planning and Management Process

• Examine the relationship between service level & quality, & how to balance these two essential planning & management pillars.  
• Apply the Immutable Laws of Staffing – the relationship between Service Level & Occupancy, Pooling Principles, the Power of One, & the Law of Diminishing Returns – to contact center planning & management.  
• Implement the 7-step Resource Planning Process to support critical contact center activities including establishing performance objectives, forecasting, calculating staff & shrinkage, organizing schedules, making the case for the staff you need, & managing real-time activities.  

Module 3: Collaborating and Advocating  

• Understand the importance of cross-department collaboration, specifically with WFM, HR, and IT, to drive operational success. 
• Develop strategies for building and maintaining strong internal and external relationships that support your contact center’s goals. 
• Learn how to effectively advocate for your contact center within the larger organization, ensuring it receives the necessary resources and support. 
• Advocate for your team by highlighting their contributions and ensuring they are equipped to meet business goals. 
• Explore techniques for positioning the contact center as a critical part of the organization, emphasizing its value in customer experience and operational efficiency.

• Contact Center Supervisor

• Explore the multifaceted role of a contact center supervisor.  
• Complete a pre-work Competency Self-Assessment to help participants reflect on their current abilities, identify areas for growth, and establish a clear plan to enhance their leadership impact. 
• Assess the current value contributions of the contact center and envision how to contribute strategic contact center value. 
• Dive into the intricacies of optimizing contact center operations, with a strong focus on balancing service levels and quality. 
• Understand and apply the Immutable Laws of Staffing to help effectively manage the resource planning and management process.  
• Learn how to support long-term success in the contact center. 
• Explore the essential role of relationship building and advocacy in driving contact center success.  
• Learn how to collaborate effectively across departments such as Workforce Management (WFM), Human Resources, and IT to ensure smooth operations and effective problem-solving.  
• Advocate for the contact center and its teams within the larger organization to secure the necessary resources, visibility, and support for sustained success. 

Course Duration: 1 Day

This is a 1 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 form to speak with your Account Manager.