Certified BPO Team Leader Training and Certification

Certified BPO Team Leader Training and Certification

 

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    INR 11000
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About The Event

Objectives:

At the end of the program, the participant will be able to 

ï‚· Understand team dynamics and conflict management 

ï‚· Learn how to manage change 

ï‚· Monitor metrics 

ï‚· Improve operational efficiency through quality tools and methodologies 

ï‚· Build processes to capture tacit knowledge and implement best practices 

ï‚· Equip self for handling bigger challenges and assignments.

Training methodology 

ï‚· Structured presentations for knowledge transfer 

ï‚· Group discussions for knowledge sharing 

ï‚· Role plays for assimilation of learning’s 

ï‚· Individual and group exercises for practical application of tools 

ï‚· Games for learning while playing 

ï‚· Videos for visual impact of concepts

Course content:

 

ï‚· Team leader – roles, responsibilities and challenges 

o Overview of industry and challenges faced by industry 

o Role of a team leader 

o Team dynamics 

o Facilitation skills 

o Conflict management  

ï‚· Customer relationship

 

o Understand your customer 

o Customer requirements - Kano model 

o Feedback collection and analysis 

o Handling customer complaints, queries and requests 

o Variations in service levels

 

ï‚· Process thinking 

o Plan, do, check and act 

o Process map and value stream map 

o Current state and future state analysis 

o Waste and variations 

o Pareto analysis 

o Cause and effect analysis

ï‚· Floor management

 

o Job allocation and monitoring 

o Key performance indicators 

o Tracking and monitoring metrics 

o Productivity improvement tools 

o Visual management 

o Reward and recognition

 

ï‚· Knowledge management 

o Benchmarking 

o Implementation of best practices 

 

ï‚· Quality concepts and certifications

 o Total Quality Management 

o ISO 9001:2008, COPC, Capability maturity models 

o Lean 

o Six Sigma 

 

ï‚· Data and Dashboards 

o Data Analysis 

o Dashboards Defining and Understanding 

§ Different Levels and types of Dashboards 

§ Case Study 

o 7 Quality Improvement Tools 

ï‚· People Management 

o Leader Vs Manager 

o Key Skills of a Leader 

o Art of mentoring and coaching the team 

o Performance Review 

o Managing Time Effectively 

o Understanding and dealing with emotions 

o Creative thinking 

For more details contact : Lakshmi:9030011564  Shruti:8885066651  

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