Become A Call Center Team Leader

Go Get that Promotion!

What you'll learn

Obtain the Promotion as Team Leader in the Call Center Industry

Learn Leadership Principles

Learn all the Secrets about being a Great Team Leader

Get prepared for the Job Interview

Requirements

No Requirements, you will learn everything you need to know

Description

If you feel stuck in your career because you have been doing this job for a whileIf you feel a sense of frustration because your great potential hasn't been noticedOr you got an interview but you didn't pass itlet me tell you something: IT'S NOT YOUR FAULTIt's not your fault, You haven’t been given the opportunity to receive the necessary information.Nobody took the time to explain to you what this job is really about.Nobody prepared you to answer the questions properly.You didn't have the proper mentor to succeed.The good news is that this changes now!In this training I'll give you all the knowledge that you need to pass the interview and become Team Leader!You will learn what being a Leader means,what are the most important aspects to know about the job of a Team Leader and I will guide you through the key concepts such asCoaching, KPIs, Time Management and Leadership Style-And then we will look at the most frequently asked questions.We will see what the Hiring Manager wants to know with those questions.ARE YOU READY TO GET THE PROMOTION THAT YOU DESERVE?I am and I'll be waiting for you

Overview

Section 1: What is a Leader?

Lecture 1 A Possible Definition of Leader

Lecture 2 Leadership and Personalities

Lecture 3 Leadership and Attitude

Lecture 4 Diversity

Section 2: Know your Team

Lecture 5 Situational Leadership

Lecture 6 Few Considerations

Section 3: KPIs

Lecture 7 What is a KPI?

Lecture 8 Service KPIs

Lecture 9 Staffing KPIs

Lecture 10 Quality KPIs

Section 4: Coaching Session

Lecture 11 Preliminary Advices

Lecture 12 The Secrets of an Efficient Coaching Session

Lecture 13 SMART Goal

Section 5: Time Management

Lecture 14 Why is Time Management Important?

Lecture 15 Planning

Lecture 16 Organize your Calendar

Lecture 17 Organize your Email

Lecture 18 Trackers

Lecture 19 Delegate

Section 6: Cooperation with other departments

Lecture 20 It's not only about operations

Lecture 21 Training Department

Lecture 22 Human Resources

Lecture 23 IT Support

Section 7: Extra Tips

Lecture 24 There's always something new to learn

Lecture 25 Books

Lecture 26 Spreadsheets

Lecture 27 Project Management

Lecture 28 Process Improvement

Lecture 29 CV

Section 8: Let's put everything together

Lecture 30 A possible definition of Team Leader

Section 9: Job Interview

Lecture 31 Congratulations

Lecture 32 Question 1

Lecture 33 Question 2

Lecture 34 Question 3

Lecture 35 Question 4

Lecture 36 Question 5

Lecture 37 Question 6

Lecture 38 Question 7

Lecture 39 Question 8

Lecture 40 Question 9

Lecture 41 Question 10

Section 10: Quiz

Call Center Agents stuck in their position,Junion Team Leader struggling with their new role,Everyone willing to get a job as Team Leader