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PT2368
Training Summary
This certification verifies that support professionals in a team lead or supervisor role possess the fundamental management and leadership skills necessary to provide operational support to the organization and the coaching skills to promote staff development.This training course combines the advantages of self-paced, online training with the virtual classroom. Students complete the assigned units of self-paced, online training prior to each of the three, two-hour sessions of instructor-led, virtual classroom sessions utilizing Microsoft Live Meeting and a conference bridge allowing students to interact with the instructor. Self-study can be done anytime at the individual's pace.Instructors share real-world experiences, examples, and facilitate student interaction.Eliminate travel costs, including time away from the support center.
Prerequisites
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Duration
Varies
Audience
This course is designed for: Technical support professionals who must understand support center processes and best practices and master important daily functions like quality assurance monitoring, coaching, and escalation Individuals who are preparing for the HDI Support Center Team Lead certification exam
Course Topics
- Support Center Overview
- Role of the Support Center Team Lead
- Business Planning and Strategy
- Support Center Processes
- Technologies and Service Delivery Methods
- Workforce Management and Training
- Communication and Coaching
- Teamwork, Motivation, and Retention
- Metrics and Quality Assurance