Inbound Call Center Management: Leadership

Overview/Description
 Did you know that your personality can greatly affect your leadership skills? Are you aware that even if you are a fabulous manager, you may not be an effective leader? As a call center manager, how can you motivate everyone, including senior management, to work together toward a common goal? As you progress through this "Inbound Call Center Management: Leadership" course, you will become aware that enhancing your leadership skills can move you closer to your goal of managing an efficient and team-oriented call center. By participating in this course, you are ensuring that your call center will receive the best management and leadership that you can provide.

Target Audience
 This series is targeted specifically for call center managers but would also be a valuable asset for call center executives committed to the growth of their organization and supervisors of call center agents.

Expected Duration
3.0 hours

Lesson Objectives:

You as a Call Center Manager

  • recognize the benefits of possessing effective leadership and communication skills as a manager in the call center industry.
  • determine a course of action that a call center manager can follow to be a more effective leader, given a scenario.
  • identify the processes for notifying employees about an upcoming change.
  • apply the appropriate processes to manage change in an inbound call center, given a scenario.
  • identify the appropriate types of information that must be reported to senior management, given a scenario.
  • identify key guidelines and examples for effectively preparing reports for senior management, given a scenario.

    • Managing Call Center Staff

  • identify the benefits of effective leadership and management skills in a call center environment.
  • make appropriate decisions to manage compliance and behavior issues during the various stages of a given situation.
  • match team-building strategies with examples.
  • select the appropriate choices for a manager conducting a performance review, given a scenario.
  • identify standards for effectively giving performance feedback.

    • Motivation

  • recognize the benefits of effectively motivating employees.
  • select effective methods of providing call center employees with a motivational attitude, given a scenario.
  • choose the appropriate incentive or type of recognition to motivate an individual call center employee, given a scenario.
  • identify the type of training that is associated with the attribute, given a scenario.
  • identify examples of motivational training that should be offered to call center employees, given a scenario.
  • apply techniques for effectively motivating employees, in a coaching scenario.

    • Course Number: CUST0212