Description
Succeeding in their new role represents a major challenge for the recently promoted supervisor as well as for their company. In this management position, he exercises a control and team leadership function. He guarantees the effectiveness of a team committed to customer satisfaction and the development of its skills. This training for call center supervisors emphasizes the conduct of key acts of local management of telephone advisors.
Who is this training for ?
For whom ?New supervisor, new team manager of call center teleactors, CRC, telephone platform, hotline, consumer service.
Prerequisites
- Recent or upcoming appointment to the position of supervisor.
Training objectives
Training program
- Succeed in taking up your position
- Distinguish the objectives: sales, productivity, customer satisfaction; activities and skills.
- Understand the expectations of the Plateau Manager and those of the telephone advisors.
- Position yourself in relation to your new team.
- Establish your authority as a manager.
- Plan your activities.
- Manage team performance
- Be part of the organization of the center: call flow; planning of telephone advisors; management of versatility.
- Build your dashboard.
- Analyze the gaps and develop the team's diagnosis.
- Propose corrective actions.
- Conduct the performance interview: take stock; know how to congratulate or reframe.
- Advance the skills of your employees
- Linking performance to skills: the supervisor's TAM.
- Carry out double listening.
- Conduct the debrief.
- Organize progress : share know-how; facilitate versatility.
- Motivate your team on a daily basis
- Give a 'customer-oriented' meaning to a procedure, a rule to respect.
- Mobilize the group: meetings; briefs; campaign launch...
- Involve everyone with individual motivation levers.
- Reframe, congratulate.
- Remote activities
- Three e-learning modules "Succeed in your first managerial role. Go. A" ; "Succeed in your first role as manager. Go. B" and "Management styles".
