This course is people who want to work in the customer contact centre industry as a team leader, supervisor or entry level manager.

The course covers leadership in the workplace including operations, safety, leading change, implementing information systems, leading work teams and developing teams and individuals.

Course Content

• Gather Collate and record information
• Coordinate the implementation of customer service strategies
• Develop  teams and individuals
• Implement continuous improvement
• Provide personal leadership
• Monitor a safe workplace
• Provide mentoring and coaching within the workplace

Electives

• Show leadership in the workplace
• Lead and Manage a sales team
• Implement workplace information systems
• Promote Innovation in a team environment
• Apply quality management techniques
• Establish effective workplace relationships
• Organise and monitor the operation of a compliance management system
• Recruit, select and induct staff
• Administer customer contact telecommunications technology

Sales Stream Electives

• Lead and manage a sales stream
• Develop a sales plan
• Self manage sales performance
• Present a sales solution
• Establish effective workplace relationships
• Support post sale activities

Career Opportunities

Team leader, supervisor, entry level manager.