Call Centre Contact Centre Operations Management

Programme Overview

Every customer interaction is a valuable opportunity to improve productivity, enhance customer satisfaction, and ultimately drive revenue. The Contact Centre Operations Manager plays a pivotal role in ensuring that these interactions are optimized. This program is designed to help Team Leaders manage operations effectively while ensuring excellent service delivery and efficient performance across sales and customer service teams.

As an Operations Manager, you are responsible for planning, organizing, and executing operational activities within a contact centre, with a focus on maximizing performance and customer satisfaction. Key responsibilities include:

Implementing and driving strategic plans for contact centre operations

Delivering excellence in performance through effective leadership, training, and coaching

Ensuring compliance with regulations and best practices across the centre

Managing both inbound and outbound sales and service activities with a customer-centric approach

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Objectives

• Direct and manage the forecasting and scheduling of daily workforce needs
• Evaluate workflow continuously and identify opportunities for process improvement
• Track and measure individual and team productivity, ensuring proper staffing forecasts
• Drive improvements in service levels, transactional efficiencies, and cost management
• Implement new processes, technologies, and procedures as required
• Motivate and manage call centre staff to meet customer service performance goals
• Develop and execute incentive programs to maintain staff engagement
• Monitor adherence to quality standards and company policies
• Conduct performance reviews and maintain staff attendance and productivity records

Who Should Attend

This training is ideal for:

Team Leaders and Managers leading service, helpdesk, telesales, and debt collection teams

Anyone looking to improve their skills in managing and optimizing call centre operations

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Methodology

This program uses a variety of interactive learning methods to ensure practical application and engagement:

Group Discussions to facilitate collaborative learning and sharing of experiences

Case Studies to apply real-world scenarios to learning

Interactive Storytelling to illustrate leadership principles and practices

Practical Exercises that ensure skills are applied in day-to-day operations