The call center supervisory role can be demanding and somewhat daunting position. For most people, the required skills for supervising others do not come naturally which means they need to learn and apply this new skill systematically.
This certification course is designed to help someone gain confidence in supervising others by knowing what areas they need to consider when leading people. Through various scenarios, delegates learn what works and what does not when managing call center agents. The course also explores several established frameworks of management which gives structure to any supervisory role. These include guidelines to motivate the team, carrying out performance analysis, avoiding and resolving team-supervisor conflicts, problem solving and a variety of intervention methods.
This certification course is ideal for those who are new to the call center supervisory role or those who have been leading but now want to improve their management skills by going through a certification program to tap into established methodologies on supervision and interpersonal skills. The Management and Strategy Institute also offers online training and certification for call center agents.
Additional Information:
Course Syllabus [.pdf] | Sales Brochure [.pdf]
Call Center Supervision Who is a Supervisor Formal Organizations Business Hierarchy Four Major Functions Planning Organizing Directing Controlling Critical Points Acceptance Cost Efficiency Supervisor’s Time Production Supervision Respect | Addressing Problems CATWOE Establishing Rapport Empathy Techniques Situational Leadership Leadership Style Leadership Model Maturity Styles Development Levels How to Intervene Categories Monitor and Support Appraisal Meetings Motivation Performance Analysis |
No, the Call Center Supervisor training & certification includes all of the course work required to study for and pass the certification exam. This certification program is perfect for first-time call center supervisors who need to learn the key skills to supervise call center agents.
This program includes our complete online training program for Call Center Supervisors. It also includes a certification exam and the mailing of our official certificate & transcripts to the student upon completion of the program. The student will receive a digital certificate immediately upon passing the exam.
The training course is self-paced. Time to complete and fully comprehend will vary with every individual. Average completion time is approximately 6-8 hours. You may take the final exam as soon as you’re ready. You have access to the program for 1 year from the date of purchase.
The certification test is timed, with a limit of 2 hour. Students may take the test online, from home or work whenever you are ready. The test is accessed directly from within the student learning center.
You will be mailed a Certificate Of Completion, as well as a letter of congratulations and two copies of our training verification letters which you can give to employers who request it. The certificate is heavy-stock, cream paper suitable for framing.
Copyright © 2022 MSI. All Rights Reserved.
