People Management for Team Leaders & Professionals
Details
Finally - a course in People Management designed specifically for the Service & Customer Contact Centre industry.
We begin the course with a comprehensive overview of the recruitment, interviewing and selection process – incorporating the latest practices in ensuring that the right Team Members are selected for your organization.
A detailed section on the role of Knowledge, Skillls, Attitude & Abilitiy in selection and develoment is incorporated - helping us to create 'star' Team Members.
We then shift our attention to both Attrition and Retention - what happens to our new folks after they join us that either results in 'attrition' and/or retention.
Our section on Performance Management - what it means and how to 'do it' remains unparalleled - because of its practicality and relevance to the world of Service & Sales.
High frequency and high quality conversations make the difference between a successful Team Leader/Manager and one that might not be so successfull - we cover Praise, Gratitude, dealing with good things, not so good things, coaching and even how to deal with situations where performance has not improved.
More than 15 unique conversations are addressed for the Team Leader & Manager 'toolbox' for better people management.
We don’t only provide theory here – we have more than 30 years of experience in Contact Centre & Service Centre & even manufacturing environments.
Course Material: A Participant Guide including course materials and exercises
Venue: OmniTouch Training Centre for Service Excellence, 530A Geylang Road, Singapore 389486
Speaker: Daniel Ord
Joining the OmniTouch International Team is not easy – to become a member of our management group, an individual must bring more than 15 years of Corporate or Governmental experience in Service/Sales management, Contact Centre management or Research management. This stringent recruitment and hiring approach has resulted in a veritable think tank of service experts, complemented by a panel of doctoral level Research Advisors based in both Boston and Singapore.
Our network – your advantage
When it comes to managing multi-country Training & Certification allow us to ensure that wherever your people are based, they can access uniform training competencies and unparalleled levels of delivery.
When it comes to managing regional or global Mystery Shopper Research or Customer Survey Research, our affiliation with the Mystery Shopper Providers Association connects us into a global network of the world’s leading Mystery Shopper providers.
In Singapore and Kuala Lumpur, our centralized Centre of Service Excellence serves as the ‘flight controller’ for our regional and global programs, ensuring quality control, cost effectiveness and a single point of contact for Client service. ...
