HDI Support Center Team Lead (HDI-SCTL) Course Overview

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.