Course description
The call center supervisory role can be challenging, and not everyone has natural leadership skills in this area. This certification course helps individuals gain confidence in supervising others, providing insights into effective call center management through established frameworks. Ideal for new supervisors or those looking to enhance their skills, the course covers topics like team motivation, performance analysis, conflict resolution, and problem-solving. The Management and Strategy Institute also offers online training and certification for call center agents, ensuring comprehensive professional development in the field.
Upcoming start dates
Who should attend?
The Call Center Supervisor training & certification includes all of the course work required to study for and pass the certification exam. This certification program is perfect for first-time call center supervisors who need to learn the key skills to supervise call center agents.
Training content
- Call Center Supervision
- Who is a Supervisor
- Formal Organizations
- Business Hierarchy
- Four Major Functions
- Planning
- Organizing
- Directing
- Controlling
- Critical Points
- Acceptance
- Cost Efficiency
- Supervisor’s Time
- Production Supervision
- Respect
- Addressing Problems
- CATWOE
- Establishing Rapport
- Empathy Techniques
- Situational Leadership
- Leadership Style
- Leadership Model
- Maturity Styles
- Development Levels
- How to Intervene
- Categories
- Monitor and Support
- Appraisal Meetings
- Motivation
- Performance Analysis
Course delivery details
The training course is self-paced. Time to complete and fully comprehend will vary with every individual. Average completion time is approximately 6-8 hours. You may take the final exam as soon as you’re ready. You have access to the program for 1 year from the date of purchase.
Certification / Credits
Call Center Supervisor Certified (CCSC)™
Why choose MSI?
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Reviews
Average rating 4.9
Tge course is very helpful and clear, and i would recommend it to my friends for sure. However, the main page of the website is hard to navigate. I recommend to make it a little...
Really helpful!
Contact this provider
Management and Strategy Institute
The Management and Strategy Institute (MSI) is a prominent ISO 9001-certified trade association dedicated to representing process improvement professionals across various industries. MSI has a vast membership of over 350,000 individuals, spanning 50 states and 34 countries. The institute offers...
Excellent course