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Call Center Supervision Essentials

  • Sets your supervisors up for success
  • Covers essential call center supervision skills
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals
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Next to general management skills, new supervisors also need skills that are unique to a leadership role in a call center. This course outlines competencies required for today’s call center leaders and supervisors and teaches how to plan a professional development route to ensure success in this role. Participants will learn to improve the effectiveness of team members, increase morale and motivation, and create a team environment that maximizes employee satisfaction, performance, and retention.

The course Call Center Supervision Essentials is also included in the bundle Call Center Supervision.

Who should take this?

  • Anyone that manages and supports frontline staff in a contact center
  • Supervisors, team leaders, team managers, coaches, and call center managers

Format

Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Course contains 1 h 40 min of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

1. Call Center Supervision Essentials

Your Development Plan for Supervisory Success

Call Center Supervision Essentials

Being a successful supervisor in a contact center requires a particular set of skills. General leadership and management skills are certainly helpful, but there are also some unique requirements and responsibilities in managing in the call center world.

This unit outlines the top ten competencies required for call center leaders and supervisors today and teaches how to plan a professional development route to ensure success in this role.

This unit focuses on the most common supervisory challenges in today’s contact centers and how supervisors can equip themselves with the needed skills and knowledge to improve the effectiveness of team members, increase morale and motivation, and create a team environment that maximizes employee satisfaction, performance, and retention.

Students will learn:

  • The most desirable attributes for today’s contact center supervisors.
  • The top ten leadership traits and why they’re important in the contact center.
  • The most critical knowledge and skill areas for supervisors.
  • The most common mistakes supervisors make in managing contact center teams.
  • 3 modules
  • 85 min

Included modules and learning aims:

  1. Call Center Supervisory Roles 28 min

    • Identify the opportunities and challenges encountered by a new supervisor
    • Outline the competencies and attributes needed to be a successful supervisor
    • Identify the ten traits associated with successful leaders
  2. Required Skills and Knowledge 34 min

    • Identify the fundamental knowledge and skills needed by today’s call center supervisors
    • Describe customer service skills that all supervisors should master
    • Outline the most important coaching skills needed to shape employee performance
    • Describe additional call center knowledge and skills that are unique requirements for the call center
  3. Common Supervisory Challenges 23 min

    • Identify supervisory challenges common to call center operations
    • Describe ways to establish leadership and build trust and credibility with your team
    • Outline ways to prioritize work and make the most of your supervisory time

Mastery Certification: Call Center Supervision Essentials

After finishing all the content of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

24 questions 15 min

Mastery Certification: Call Center Supervision Essentials

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Pricing options for Call Center Supervision Essentials

We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for Call Center Supervision Essentials below. If you apply for bulk pricing, please contact us to place your order.

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To purchase right now, please find our current pay-per-seat pricing below.

1 - 4
$49.00 per user
 
5 - 14
$41.65 per user
15% off
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15 - 29
$34.30 per user
30% off
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30 - 59
$29.40 per user
40% off
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60 - 99
$24.50 per user
50% off
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The Call Center Supervision Essentials course is designed by call center experts to provide a practical and engaging learning experience. Start today.