HDI Support Center Team Lead
HDI Support Center 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.
Objectives
- Essential team lead management and leadership skills
- The importance of Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
- The ITIL processes of Incident, Problem, Change, Release, Asset, and Configuration Management .
- An overview of Security Management and Knowledge Management
- Strategies for managing conflict
Experienced Support Center Analysts, Supervisors and Team Leaders
Support Center Overview
- The Evolution of the Support Center
- The Role of the Support Center
- The Role of the Team Lead
- Management Functions
- Managing Relationships
Business Planning and Strategy
- Strategy of a Support Center
- Service Level Agreements
- Standard Operating Procedures
- Business Alignment
Support Center Processes
- IT Service Management
- ITIL Service Support
- Security Management
- Knowledge Management
Service Delivery Methods and Technology
- Service Delivery Methods
- Telephony Systems
- Service Management Systems
Recruitment and Training
- People Management
- Recruitment
- Sourcing Training
Communication and Coaching
- Communication Skills
- Cultural Sensitivity
- Emotional Intelligence
- Managing Conflict
- Coaching
Teamwork and Retention
- Teamwork
- Motivation
- Performance Management
- Retention
Quality Assurance and Marketing
- Quality Assurance
- Performance Reporting
- Marketing the Support Center