Skip to main content

Managing Team Performance

Course code 99-03
Level 2 Supervisor / Superuser
Duration 1 day
Class size 8

This course is suitable for anyone involved in the direct management of contact centre staff against performance objectives.

Anyone wishing to learn about performance management in a contact centre environment or who wishes to consolidate and further develop their existing skills will benefit from this course.

Performance targets, be they financial or customer service related, cannot be consistently achieved without effective performance management. This course will teach, challenge and strengthen key performance management skills, delivering more focused and capable team managers back to the contact centre. Delegates will also have the opportunity to share contact centre and management best practice with like-minded peers from other companies.


  • Create stronger leaders amongst the team leader and management community, who can fulfil the promise in their job title and lead their teams to better performance.
  • Improve the standard of coaching delivered by individual course delegates, so that their positive impact on performance is far greater than before attending the course.
  • Improve their effectiveness at giving feedback to staff, either day to day or in specific one to one meetings.
  • Learn to conduct more effective 121 meetings and performance reviews.AgendaLesson 1 : Coaching skillsLesson 2 : Giving feedback

    Lesson 3 : Setting and managing both individual and team goals or objectives

    Lesson 4 : Effective 121’s

Add this course to your curriculum.

Download a PDF version of these course details (154 KB)

Can't find what you are looking for?

Can we help you?

Related courses

99-02 Supervisor / Superuser

Effective Team Leadership

1 day
Class size 8

This course is suitable for both new team leaders/supervisors and also for more experienced team leaders who wish to consolidate and further develop their key skills.

Have some feedback on our courses? Share your thoughts


Start your journey with Sabio

Start your journey with Sabio

If you’re interested in developing more efficient and effective customer experience for your business, our team of experts is always on hand to help.

Call us: +44(0)344 412 3000 Email: [email protected]

Speak to an expert

If you have any questions about what Sabio can do for your business, just leave us a quick message. One of our experts will get right back to you.

Can I help?