Description
WHOM IS IT APPLICABLE
- Technical support professionals who must understand support center processes and best practices and master important daily functions like quality assurance monitoring, coaching, and escalation
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
MODULE OVERVIEW
Module 1: Support Center Overview
Module 2: Role of the Support Center Team Lead
Module 3: Business Planning and Strategy
Module 4: Support Center Processes
Module 5: Service Delivery Methods & Technology
Module 6: Workforce Management and Training
Module 7: Communication and Coaching
Module 8: Teamwork
Module 9: Metrics and Quality Assurance
PREREQUISITES
There are no formal prerequisites required for this certification
