Certified Support Team Leader

Certified Support Team Leader


  • Certified Support Team Lead

    Earn a Team Leader Certification

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    INR 10000
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About The Event


This certification verifies that support professionals in a team lead or supervisor role possess the fundamental management and leadership skills necessary to provide operational support to the organization and the coaching skills to promote staff development.


Support centre team leads serve as the communication link between the team and the manager as well as the first point of internal escalation for the customer.

Support Centre Team Lead training ensures that participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management and leadership skills.


What You Will Learn

  • Essential team lead management and leadership skills
  • The importance of service level agreements and operational level agreements
  • The ITIL® processes of incident, problem, change, release, asset, and configuration management
  • An overview of security management and knowledge management
  • Strategies for managing conflict
  • The essentials of people management: hiring, scheduling, evaluating, and retaining employees
  • An eight-step method for effective coaching
  • Proven team-building and motivational techniques
  • Essential performance metrics and key performance indicators
  • Practial BPO Team leader workshop


Who Should Attend?

  • Technical support professionals & Team Leader who must understand support centre processes and best practices and master important daily functions like quality assurance monitoring, coaching, and escalation