Underpinning every amazing contact centre is a group of awesome team leaders! For this reason, we’ve developed our Contact Centre Leadership Academy. This modular course covers all the skills to take new and experienced team leaders to the next level. The course was developed by our team of senior contact centre leaders, who have vast experience not only in managing contact centre teams, but in developing managers, building contact centres from the ground up, devising strategies and consulting with some of the biggest brands in the industry.
We cover skills including coaching, effective recruitment, setting strategy, time management, interpreting data, delivering presentations, navigating HR issues and many more.
Modules
Module 1
Leadership Essentials
Leadership Styles, Leadership 101, Time Management & Prioritising
Module 2
Developing High Performing Teams 1
1-2-1s, Coaching, Feedback & Objective Setting
Module 3
Navigating Challenging Situations
Performance Management & HR Processes 1
Module 4
Hiring for Success
Role Mapping, Assessments & Onboarding
Module 5
Developing High Performing Teams 2
Coaching, Feedback & Objective Setting 2
Module 6
Setting the Right Direction
Strategy, Planning & Roadmapping
Module 7
Navigating Challenging Situations 2
Disciplinaries & Grievances
Module 8
Communicating with Impact
Communication Styles, Understanding Biases & Managing Emotions
Module 9
Expert Facilitation
Delivering Training, Buzz Sessions & Presentations
Module 10
Getting It Right
Working with Data, ‘The Big Picture’ and Communicating to Teams
Module 11
Leading from the Front
Leading Teams & Celebrating Success
Module 12
What Next
My Career & Growth Plan
How it works
The 12 module course is delivered on your site, at your pace, by one of our contact centre experts – these guys aren’t just trainers, but senior contact centre leaders who’ve walked the walk in their own careers and are here to share their knowledge and experience with our clients.
As with all Satisfied courses, these are fun, interactive sessions that focus on real-world situations and give practical tools for your Team Leaders to take out into their Contact Centre.
Each module will give your team personal objectives to work towards and build on over the duration of the course. We also supply a ‘Managers Toolkit’ which your Team Leader’s manager will be able to use in their 1-2-1s to help embed the new knowledge. Where possible, we strongly suggest managers join the courses as well.
How to book
As with all of our courses, we offer the 12 module Contact Centre Leadership Academy at a fixed price of £10,000 all inclusive for up to 12 members of your leadership team – we don’t charge per head!
Each module is a full day session – we recommend scheduling this at 1 session per month for a year, but it’s totally up to you!
We appreciate that a lot of unexpected issues can crop up that might prevent members of your team attending sessions. For this reason, we also offer a ‘mop-up’ session for any modules that members of your team have missed out on, at a 50% rate.
Fill out our contact form to arrange a call with one of our expert consults, to discuss your needs and start your Team Leaders Academy journey.
Tailored Training
We are also happy to discuss tailoring this course to your needs, if there are areas you feel won’t be of value – at Satisfied we don’t want anyone paying for things they don’t need!
If you would like to book your leadership team onto the Management Development Academy, or want to find out more information, please fill out our contact form to arrange a free catch-up with one of our consultants.
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