Call Center Manager

Details:
What you will learn

• The departmental functions within contact centers and the metrics associated with performance
• How to structure phone, email, chat and social media conversations for consistently positive outcomes
• The essentials for supervising and leading call center teams, including performance management, time management, and coaching techniques
• How to build a quality monitoring form, host calibration meetings, create the voice of the customer programs, quality monitoring programs, and interaction analytics programs
• The workforce management process, including an in-depth understanding of forecasting, scheduling, intraday management, and skill-based routing

How you will benefit

• An operational understanding of contact centers and key metrics is essential to a successful career in call center management
• Call center managers should understand the agent’s role and be aware of the best practices for handling customer contacts across channels to best support their contact centers
• Contact centers rely on teams and supervisors who lead them. It is critical for contact center managers to have a firm understanding of the roles and responsibilities of a call center supervisor
• Quality assurance and workforce management knowledge will empower you to communicate the needs of the business effectively

Prerequisites:

There are no prerequisites to take this course.

Requirements:

Hardware Requirements:

• This course can be taken on either a PC or Mac.

Software Requirements:

• PC: Windows 8 or newer.
• Mac: OS X Yosemite 10.10 or later.
• Browser: The latest version of Google Chrome or Mozilla Firefox are preferred. Microsoft Edge and Safari are also compatible.
• Adobe Acrobat Reader. Click here to download the Acrobat Reader.
• Software must be installed and fully operational before the course begins.

Other:

• Email capabilities and access to a personal email account.

Instructional Material Requirements:

The instructional materials required for this course are included in enrollment and will be available online.