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The HDI Support Center Team Lead (HDI-SCTL) course is designed to equip current and aspiring team leads with the skills and knowledge necessary to effectively manage and guide their teams in a support center environment. Covering a comprehensive curriculum, the course begins with an overview of the service and support industry, highlighting its evolution and the hallmarks of successful service delivery.
As participants progress through the course, they will delve into the specific roles and responsibilities of a team lead, including effective leadership, the importance of emotional intelligence, and managing relationships within the team. Business planning and strategic alignment are addressed, along with how to develop service level agreements and standard operating procedures.
Support center processes, service delivery methods, and the selection of appropriate support tools and technology are explored to ensure efficient operations. Workforce management, including sourcing, recruitment, and training, is covered to help team leads build and sustain high-performing teams.
Communication skills, coaching techniques, and workforce management are imparted to enhance team dynamics and resolve conflicts. The course also stresses the significance of metrics and quality assurance in maintaining service quality and demonstrates how to utilize surveys and performance reporting to promote the support center's value.
By the end of the HDI-SCTL course, learners will have gained a holistic understanding of the support center team lead role and be well-prepared to drive their teams towards excellence in service delivery.
Successfully delivered 2 sessions for over 2 professionals
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♱ Excluding VAT/GST
You can request classroom training in any city on any date by Requesting More Information
The HDI Support Center Team Lead (HDI-SCTL) course equips current and aspiring team leaders with skills to manage IT support teams effectively.
The HDI Support Center Team Lead (HDI-SCTL) course aims to equip team leads with effective leadership skills, strategic planning capabilities, and an understanding of best practices in support center management.
Grasp the Evolution of Service & Support: Understand the historical context and the advancements in the field to appreciate the current service and support landscape.
Develop Leadership Abilities: Cultivate the skills necessary for effective team leadership, including emotional intelligence and relationship management.
Strategic Planning and Execution: Learn to create and implement a business strategy aligned with the support center's goals and service level management.
Process Improvement: Adopt industry best practices for support center processes and knowledge management to enhance service operations.
Leverage Technology: Gain insights into how various support tools, technologies, and delivery methods, including social media, can optimize service delivery.
Workforce Management: Acquire the know-how to manage workforce dynamics, from recruitment to training and retention strategies.
Enhance Communication Skills: Master various communication techniques, including cross-cultural communication and conflict resolution, to improve team interactions.
Effective Coaching Techniques: Learn coaching methodologies to foster team development and enhance individual performance.
Team Motivation: Understand methods for motivating a team, and the importance of rewards and recognition in performance management.
Measure and Assure Quality: Utilize metrics, quality assurance practices, and surveys to monitor and report on service performance, and promote the value of the support center.
