The Support Center Team Lead training course ensures that you learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management and leadership skills.
By attending Support Center Team Lead workshop, delegates will learn:
- Essential team lead management and leadership skills
- The importance of service level agreements and operational level agreements
- The ITIL processes of incident, problem, change, release, asset, and configuration management
- An overview of security management and knowledge management
- Strategies for managing conflict
- The essentials of people management: hiring, scheduling, evaluating, and retaining employees
- An eight-step method for effective coaching
- Proven team building and motivational techniques
- Essential performance metrics and key performance indicators
- This Support Center Team Lead class is suitable for Technical support professionals who must understand support center processes and best practices and master important daily functions, such as quality assurance monitoring, coaching, and escalation management