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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.

Objective:

  • 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

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