Sabio, the Contact Centre Specialist Transforming Customer Contact 

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Training

Level 2 Supervisor

SABMCM003 Managing Team Performance

This course is suitable for anyone involved in the direct management of contact centre staff against performance objectives. Anyone wishing to learn about performance management in a contact centre environment or who wishes to consolidate and further develop their existing skills will benefit from this course.

This course is suitable for anyone involved in the direct management of contact centre staff against performance objectives. Anyone wishing to learn about performance management in a contact centre environment or who wishes to consolidate and further develop their existing skills will benefit from this course. Performance targets, be they financial or customer service related, cannot be consistently achieved without effective performance management. This course will teach, challenge and strengthen key performance management skills, delivering more focused and capable team managers back to the contact centre. Delegates will also have the opportunity to share contact centre and management best practice with like-minded peers from other companies. Objective:

  • Create stronger leaders amongst the team leader and management community, who can fulfil the promise in their job title and lead their teams to better performance.
  • Improve the standard of coaching delivered by individual course delegates, so that their positive impact on performance is far greater than before attending the course.
  • Improve their effectiveness at giving feedback to staff, either day to day or in specific one to one meetings.
  • Learn to conduct more effective 121 meetings and performance reviews
Duration 1 Day
Class Size 8
Level Supervisor

Agenda

Lesson 1 : Coaching skills

Lesson 2 : Giving feedback

Lesson 3 : Setting and managing both individual and team goals or objectives

Lesson 4 : Effective 121's

For further information or to book this course please contact This email address is being protected from spambots. You need JavaScript enabled to view it.