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Assabet Valley Regional Technical High School
Home > Training Programs > Operations > Call Center Manager
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Call Center Manager

call-center-manager
$2,995.00 (USD)

OVERVIEW

DETAILS

What you will learn

  • The departmental functions within contact centers and the metrics associated with performance
  • How to structure phone, email, chat and social media conversations for consistently positive outcomes
  • The essentials for supervising and leading call center teams, including performance management, time management, and coaching techniques
  • How to build a quality monitoring form, host calibration meetings, create the voice of the customer programs, quality monitoring programs, and interaction analytics programs
  • The workforce management process, including an in-depth understanding of forecasting, scheduling, intraday management, and skill-based routing

How you will benefit

  • An operational understanding of contact centers and key metrics is essential to a successful career in call center management
  • Call center managers should understand the agent's role and be aware of the best practices for handling customer contacts across channels to best support their contact centers
  • Contact centers rely on teams and supervisors who lead them. It is critical for contact center managers to have a firm understanding of the roles and responsibilities of a call center supervisor
  • Quality assurance and workforce management knowledge will empower you to communicate the needs of the business effectively

OUTLINE

REQUIREMENTS

PREREQUISITES

INSTRUCTOR

FAQS

Assabet Valley Regional Technical High School

215 Fitchburg St.
Marlborough, MA 01752 US
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