Contact Center Indonesia Certification Supervisor & Team Leader

23 Apr

Contact Center Indonesia Certification Supervisor & Team Leader

The role of Supervisor/Team Leader in the Contact Center nowadays becomes more important for the success of the Contact Center.Supervisor/Team Leader tasks not only cover operational aspect but also development in how to lead the Contact Center. To succeed in carrying out their duties, Supervisor/Team Leader should have the knowledge of Technical Operation Management Contact Center (TOM CC) also supervisory skill in leading the task force in daily operation of the Contact Center.

TOM CC will provide insights related to performance management and managing daily Contact Center in accordance with the requirements of the job.  While the supervisory is very necessary skill to conduct an effective Contact Center Staff performance review, feedback and coaching, also how to maintain motivation and team collaboration of the Contact Center Staff in the team.

Training Objective

  • Participants understand the role and function of Supervisor/Team Leader in Contact Center.
  • Participants gain the knowledge of Technical Operation Management knowledge and supervisory skill needed by Supervisor/Team Leader in the unique Contact Center environment.

Learning Materials

  • The introduction of the Contact Center
  • Contact Center Management Performance Framework (Speed, Quality, Efficiency)
  • KPI Management Contact Center (Basic Terminology, Definitions and Principles KPI Contact Center) and the relationship between KPIs Supervisor / Team Leader
  • Who is an Effective Leader and Leader in Contact Center
  • Process Quality Monitoring and the role of SPV / TL
  • Relationship and Analysis Quality Monitoring the quality aspects of call center and Customer Satisfaction
  • Effective coaching and feedback to encourage the best performance
  • Time Management in the Contact Center and Positive Mindset to manage own stress

Should Attend

  • HR Contact Center function (manager, supervisor and/or staff).
  • Mid managerial of contact center (manager, supervisor and/or team leader).
  • Support function is appropriate for any professional participating in the management, supervision, or execution of Contact Center


  • 2 Days Training
  • Time : 09:00 – 17:00 WIB


For further information and investment fee, please contact:
Sugi Yanti
Contact: +62 21 729 3311 or +62 83898888 168 (Phone/ SMS/ WhatsApp)

  • 23 Apr, 2018
  • 168Solution Public Class

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