Call Centre Leadership Management

This comprehensive programme is designed to develop the leadership capabilities required to thrive in today’s fast-paced and competitive call centre environment. Participants will gain practical skills in managing operations, optimizing team performance, and enhancing customer experience. Focusing on leadership strategies, workforce management, and the use of cutting-edge technology, the programme equips leaders to drive both operational efficiency and exceptional customer service. With a focus on continuous improvement, this programme prepares call centre leaders to navigate challenges, foster innovation, and lead teams to success in the ever-evolving industry.

Take this programme to:

• Enhance Leadership Skills to effectively lead formance call centre teams.
• Optimize Operations by mastering key metrics and workforce management techniques.
• Drive Innovation using technology and data to create a customer-focused experience.

Modules

• Foundations of Call Centre Leadership
• Operational Excellence & Workforce Management
• Customer Experience & Service Quality
• Technology & Digital Transformation
• Employee Engagement &Retention Strategies