Contact Centre Supervisor

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Contact Centre Supervisor"

Transcription

1 Development and Training Programme: Contact Centre Supervisor July 2011

2 Contact Details Name: Registered office address: Fifth Quadrant Pty Ltd Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian Company Number: Australian Business Number: Name and title of key contact: Julie-Anne Hazlett Telephone: Mobile: Facsimile: P a g e 2

3 Table of Contents 1. Overview Contact Centre Supervisor Our Trainers About Fifth Quadrant P a g e 3

4 1. Overview Fifth Quadrant provides customised training and development programmes to the Service Sector in Asia Pacific. Based on 15 years of research, consulting, publishing and training in the services sector, Fifth Quadrant has developed a unique series of training and development programmes for people working in the services sector, from executives to front-line staff. Our Service Leaders Executive Development Programme includes the following courses: 1. Developing an Enterprise Wide Service Strategy 2. Service Leadership Development Fifth Quadrant partners with the world s leading contact centre training provider, The Call Centre School, to deliver the specialist role and front-line training programmes. Our Service Leaders Specialist Development Programme includes the following courses: 1. Contact Centre Supervision 2. Workforce Management 3. Quality Monitoring and Assurance 4. Operations and Business Management Our Service Leaders Front-line Development Programme includes the following courses: 1. Frontline Fundamentals 2. Sales Training P a g e 4

5 2. Contact Centre Supervisor Fundamentals of Contact Centre Supervisor is designed specifically for the contact centre supervisor or lead agent. Students will learn proven approaches for selecting the right staff, monitoring and measuring performance, making use of contact centre reports, diagnosing performance problems, developing performance plans, coaching for improved performance, and implementing retention programmes. Students will leave with a detailed plan to improve motivation and morale, increase staff productivity and impact overall contact centre performance. Did you know that investing in the development of your frontline supervisors and managers generally provides the biggest return on training dollars? Many contact centre supervisors are placed in the job because they were good on the phones, yet do not receive the proper training to make them effective in their new role. While most companies provide company-specific training on disciplinary procedures and the performance review process, there is often little instruction on how to be an effective leader in today s complex, fast-paced contact centre environment. Fifth Quadrant classes on people management and contact centre operations provide practical, howto information on managing more effectively and making the most of valuable staffing resources. Your supervisors will come away from class with a wealth of new ideas for improving the performance of their contact centre teams. Core Modules 1. Contact Centre Supervisor: Essentials Skills and Competencies Outline the top ten competencies for contact centre leaders 2. Setting the Standards: Defining Performance Goals and Objectives Apply a proven performance management model for defining frontline standards 3. Don t know, Can t, Won t Model: Diagnosing and Treating Performance Problems Identify the root cause of performance problems and apply the right treatment 4. Fundamentals of Coaching: Techniques for Shaping Employee Performance Learn fundamental principles of coaching and identify most common coaching mistakes 5. Motivation Marvels: 100 Ways to Improve Motivation and Morale Identify six different categories of motivation and hear over 100 proven ideas 6. Teamwork Template: Techniques for Building and Managing Teams Identify ways to organise, build, manage and motivate in a team environment 7. Finders Keepers: Proven Strategies for Staff Retention Identify why staff leave and learn supervisory strategies for improving retention 8. Contact Centre Time Management: Budgeting a Supervisors Day Make the most of time to accomplish essential supervisory tasks 9. Introduction to WFM: Understanding Contact Centre Staffing and Scheduling Learn about staff planning and identify the supervisor s and agent s role in the process 10. Key Performance Indicators: Managing a Contact Centre by the Numbers Learn about the top performance measures and how to report them effectively P a g e 5

6 Elective Modules 1. Sales Coaching for Supervisors: Techniques for Maximising Sales Learn the specialised techniques for coaching to maximise sales efforts Core Module Details 1. Contact Centre Supervisor: Essential Skills and Competencies Being a successful supervisor in a contact centre requires a unique set of knowledge and skills. Training and experience in another area of the business as a supervisor might equip one with some of the needed competencies, but there are some unique requirements and responsibilities in managing in the world of contact centres. This session will focus on the challenges and most common issues in today s centre and how supervisors can equip themselves with the needed skills and knowledge to improve the effectiveness of team members, increase morale and motivation, and create a team environment that maximises employee satisfaction, performance, and retention. Identify the most desirable attributes for today s contact centre supervisor. Outline the top ten leadership traits and why they re important in the contact centre. Describe the most critical knowledge and skill areas for supervisors. Identify the most common mistakes supervisors make in managing contact centre teams. 2. Setting the Standards: Defining Performance Goals and Objectives As a general rule, you can expect what you inspect. It s critical that each employee understands his/her role and responsibilities and what performance will be expected. One of the toughest tasks is defining the desired performance in terms of measurable behaviours. For example, it s not enough to tell staff they need to portray a positive corporate image when communicating with customers. Contact Centre Management must define every single performance expectation down to specific behaviours that can be identified and measured objectively. This session discusses how to set smart performance goals and develop a balanced system of measures to ensure that positive and negative behaviours are being recognised appropriately. Define the components of a performance management model and why such a model is needed. Describe how to set individual performance objectives that are in line with enterprise and contact centre goals. Define the five SMART guidelines for defining performance goals and objectives. Practice defining competencies and specific expectations for a specified agent role. Identify poorly defined performance objectives and describe how to fix them. P a g e 6

7 3. Don t Know, Can t, Won t Model: Diagnosing and Treating Performance Problems An employee who has been on the phones for three months keeps transferring difficult calls to a supervisor. This person must need some more training on handling this type of contact, so you schedule them to sit in on a refresher training class. Problem solved? Probably not! There are many different reasons employees don t perform, and lack of training is a common (and expensive!) misdiagnosis. In this session, you ll learn the six basic reasons contact centre employees don t perform and symptoms of each one. You ll be able to better diagnose performance problems and prescribe a more effective treatment for each problem. Anyone that supervises employees can benefit from this session! Define performance gaps what you have versus what you want. Identify the six reasons why contact centre employees don t perform. Practice diagnosing performance problems and identifying proper courses of treatment. Describe why training isn t necessarily the right solution. Identify the steps in setting up and conducting a performance review. 4. Fundamentals of Coaching: Techniques for Shaping Employee Performance Contact Centre Supervisors have multiple opportunities in a variety of settings and situations to communicate with staff about their performance. In this session, you ll learn about recommended practices for doing side-by-side coaching for improved performance, including tips on providing both positive and negative feedback. You ll also learn about techniques to use in counselling and formal review sessions. Perfect for Contact Centre Supervisors or Team Leaders, this session outlines the step-by-step approach to coach problem employees as well as reward good performers. The session also provides several useful tools to use in planning and conducting a coaching or counselling session. Identify the differences between monitoring/coaching and coaching/counselling and when to use each. Describe best practices to use in side-by-side coaching. Identify tips on presenting both positive and negative feedback. Outline the steps of applying various feedback methods and when to use each. Identify the steps of a positive discipline plan. 5. Motivation Marvels: 100 Proven Practices to Improve Motivation and Morale If your frontline staff members aren t happy, your customers won t be happy. With customer satisfaction depending on the quality of the agent/customer transaction, it s critical to keep your staff for the long term and motivate them to perform well. This session introduces several different motivational theories and presents ideas and case studies about what s working well in other contact centres to keep the staff motivated and happy. You ll hear about some creative contests and games you can use, as well as pick up some ideas on how to reward individuals and teams for meeting performance goals. P a g e 7

8 Identify supervisory strategies for providing guidance and support. Outline the principles of an effective reward and recognition system. Identify the important factors in implementing a new motivational program or contest. Describe the implications of using individual versus team rewards. Identify new ideas to implement in your own centre for improved performance and retention. 6. Teamwork Template: Techniques for Building and Managing Teams Most contact centres are built around a team concept. In many centres these teams are no more than a group of people that happen to report to the same person, while in other centres, the team is an empowered, cohesive unit where each team member takes responsibility for the productivity and success of the group. In this class, supervisors and team managers will learn how to create and build a successful team, beginning with team charters and assignments. Team development will be discussed, including how to motivate team members to take on expanded roles and responsibilities. Write a team charter to identify the team s purpose and objectives. Organise a team matrix to outline member responsibilities and roles. Identify new skills that will be needed to be successful as a team member or leader. Describe ways to motivate individuals and the team as a whole. Identify most effective communication techniques to ensure cohesiveness and productivity. 7. Finders Keepers: Proven Strategies for Staff Retention Ask contact centre professionals what their top concerns are and staff turnover will likely be at the top of the list. Most would agree that a Contact Centre Manager s biggest challenge these days may be getting and keeping good employees. This session takes a look at the turnover problem that exists in today s centres. We will discuss the main reasons employees leave (as well as the reasons why they stay) and which of these are actually under management s control. Through a case study exercise, see how to calculate the true cost of turnover in a typical contact centre and receive a free spreadsheet for calculating the costs of turnover in your own centre. Finally, you ll hear ideas and tips for how to improve motivation and morale to reduce employee attrition. Calculate the hard and soft costs of turnover to the business. Identify the main reasons employees leave and why they stay. Identify specific actions supervisors can take to improve morale and retention for their teams. Describe the key elements of an effective retention program and motivation program. Outline strategies for improving morale and retention within a work team. P a g e 8

9 8. Contact Centre Time Management: Budgeting a Supervisors Day Attention, Supervisors! Could you use more hours in a day? At the end of the week, are you more likely to feel a sense of accomplishment or frustration at all the things that didn t get crossed off your to-do list? This session can help you organise the time you do have to get the most out of your day. Being an effective leader means knowing the essential tasks that are most important to your company s goals, the contact centre s objectives, and what your team members need to accomplish. You ll learn the essentials of good time management and set some guidelines for prioritising the tasks with the biggest payback for your efforts. Describe the importance of time management and what can be gained by managing your day more effectively. Assess where you spend your time and track activities and bad habits that waste your time. Eliminate time-wasters and common distractions in the contact centre. Prioritise tasks and increase productivity with goal-directed activities. Apply best practices of time management for and desktop activities. 9. Introduction to WFM: Understanding Contact Centre Staffing and Scheduling Workforce Management is the process of getting the just right number of staff in place every hour to maximise service and minimise cost and it s one of the most important planning and management functions in the contact centre. In this session, you ll learn the implications of getting the numbers wrong, as well as the step-by-step process of effectively forecasting calls, calculating staff requirements, creating staff schedules, and tracking daily service and performance. You ll hear about the critical trade-offs between staffing, service, and cost and how each of these trade-offs affects the final staff headcount. Attendees will also learn the impact that each and every person can make in terms of achieving service goals for the day. Define workforce management and its implications on cost and service. Describe why contact centre staffing is such a unique kind of problem. Outline the step-by-step process of forecasting calls, calculating staff, and creating schedules. Identify the impact that every single individual has on meeting service goals and balancing workload. Outline ways to improve attendance and schedule adherence. 10. Key Performance Indicators: Managing a Contact Centre by the Numbers There are many truths told in the vast array of statistics available today in the contact centre and the successful Manager or Supervisor will be the one that understands how to manage by the numbers and not be overwhelmed by them. This session provides a useful set of formulas and calculations for understanding the math associated with today s most common key performance indicators (KPIs). Attendees will learn about the most common measures of performance and how to calculate and analyse them. The session will present the top ten KPIs and de-mystify the math behind the numbers. P a g e 9

10 Identify the most critical KPIs for contact centre and agent performance and how to calculate them. Calculate the service, cost, and productivity implications of staffing decisions. Define the critical KPIs to reflect quality of service as well as service efficiency. Identify the most common math mistakes made in contact centres today. Describe how to perform a correlation analysis to ensure the correct KPIs are in place to support business goals. 1. Sales Coaching for Supervisors: Techniques for Maximising Sales Most sales training programs have a very short-term effect on performance because new skills and capabilities are not consistently applied and reinforced. Training for frontline staff should ideally be accompanied by ongoing sales coaching in order to achieve consistent sales results. However, while many contact centre supervisors are equipped to coach a basic customer service call, they re missing some skills for coaching and fine-tuning sales behaviours on a call. This session will provide the needed skills and techniques to help supervisors guide and direct behaviours to maximise sales success. Define sales goals and desirable call behaviours. Identify motivation factors and factors in getting agent buy-in for the sales process. Describe ways to establish and support a selling mindset for calls. Identify gaps in all four stages of a sales call and ways to direct change. Describe strategies for reinforcing successful sales behaviours. P a g e 10

11 3. Our Trainers Dr Catriona Wallace Director Dr Wallace is the Managing Director of callcentres.net. Dr Wallace is Adjunct Faculty at the Australian Graduate School of Management, in the field of Organisational Behaviour, where she lectured on the Executive MBA Programme for 10 years. Catriona has published numerous research reports and articles related to the service industry and is the author of "The Complete Guide to Call and Contact Centre Management". Julie-Anne Hazlett Head of Contact Centre Training Julie-Anne has been providing training and consulting services to the service sector around the world for more than 12 years. She has worked with organisations varying in size from 10 to 26,000 seats focusing primarily in the area of service strategy improvement through Workforce Optimisation. Julie-Anne is recognised as one of the industry s leading trainers in supervisory and workforce management training. Julie-Anne has a BA (Hons) in International Business Studies and German. She also has a Diploma from the University of Cambridge in Teaching English as Second Language and worked for several years as an English language teacher in Germany. William Dieu Senior Trainer William Dieu has a Bachelor s Degree in Economics and a Master s Degree in Marketing. William s role at callcentres.net since 2001 is to manage Asia- Pacific contact centre projects. William is an expert on contact centre operations and is an accredited trainer in this field. Ronene Cauchi Senior Trainer Ronene has worked in the contact centre industry for over 15 years with the last 11 of those being in Workforce Planning. Ronene has extensive experience Workforce Planning in both front and back office environments with organisations including Westpac and Telstra. Ronene is an accredited trainer across many specialised Contact Centre areas. P a g e 11

12 Susan Kealy Trainer Susan holds a Master s degree in Organisational Psychology, BA (Hons) in Spanish and Geography, and a Diploma in Psychology. Susan is specialised in the field of Human Resource Development and is an experienced trainer. Her qualifications in psychology give her a unique understanding of the dynamics of information flow and learning, while her background in teaching has trained her to incorporate practical hands-on learning techniques into her classes. Melissa Quirk Project Coordinator Melissa works as Project Co-ordinator for consulting, training and research programmes, as well as acting as Personal Assistant to Dr Catriona Wallace. Melissa is currently studying a Bachelor in Social Science. P a g e 12

13 4. About Fifth Quadrant Fifth Quadrant is a Service Strategy and Research Consultancy and Fifth Quadrant callcentres.net is our online publishing and social media division. We are changing the way organisations think about Service Strategy and are dedicated to ensuring that Service has on-going presence at the Boardroom table. Working across Voice, Face-to-Face, Online, Correspondence and Social Media service channels, Fifth Quadrant delivers an unrivalled level of knowledge, subject matter expertise and proprietary methodologies to ensure organisations have highly effective Service Strategies. Fifth Quadrant has five core divisions: Consulting Services Service Research Analyst Services Training Online Publishing & Social Media P a g e 13

Quality Monitoring and Assurance

Quality Monitoring and Assurance Development and Training Programme: Quality Monitoring and Assurance July 2011 Contact Details Name: Registered office address: Fifth Quadrant Pty Ltd Northpoint Level 11, 100 Miller Street North Sydney

More information

Development and Training Programme: Sales Training

Development and Training Programme: Sales Training Development and Training Programme: Sales Training Contact Details Name: Registered office address: Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian Company Number: 088

More information

Service Leaders Development and Training Programmes

Service Leaders Development and Training Programmes Service Leaders Development and Training Programmes Contact Details Name: Registered office address: Fifth Quadrant Pty Ltd Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian

More information

Quality Monitoring and Assurance

Quality Monitoring and Assurance Development and Training Programme: Quality Monitoring and Assurance Contact Details Name: Registered office address: Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian Company

More information

Development and Training Programme: Workforce Management

Development and Training Programme: Workforce Management Development and Training Programme: Workforce Management Contact Details Name: Registered office address: Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian Company Number:

More information

CONSULTING SERVICES CREDENTIALS DOCUMENT

CONSULTING SERVICES CREDENTIALS DOCUMENT Our Company Fifth Quadrant is a Service Strategy and Research Consultancy focusing on voice, face-to-face, online, correspondence and social media service channels. Fifth Quadrant callcentres.net is our

More information

FIFTH QUADRANT CREDENTIALS DOCUMENT

FIFTH QUADRANT CREDENTIALS DOCUMENT FIFTH QUADRANT CREDENTIALS DOCUMENT WHO WE ARE Management consultants Researchers Analysts Educators Established in 1998, Fifth Quadrant Pty Ltd is a Customer Experience Strategy, Design and Research company.

More information

2014 Workforce Management Seminars

2014 Workforce Management Seminars 2014 Workforce Management Seminars 5 Module Workforce Management Core Programme Data Collection and Analysis: Getting Off to the Right Start Review data sources for the WFM process and needed adjustments

More information

CustomerEngage. The Heart and Mind of Customer Experience Measurement

CustomerEngage. The Heart and Mind of Customer Experience Measurement CustomerEngage The Heart and Mind of Customer Experience Measurement Contact Details Name: Registered office address: Fifth Quadrant Pty Ltd Northpoint Level 11, 100 Miller Street North Sydney NSW 2060

More information

Workforce Insights Employee Satisfaction Surveying

Workforce Insights Employee Satisfaction Surveying Workforce Insights Employee Satisfaction Surveying Overview One significant factor in your call center s success is how happy and satisfied the employees are. Employee satisfaction has an extremely high

More information

People Management and Leadership Training That Gets Results!

People Management and Leadership Training That Gets Results! and Leadership Training That Gets! Welcome to Great Managers! A 5 year Australian Government-funded research report, Leadership, Culture and Management Practices of High Performing Workplaces: The High

More information

professional practice

professional practice professional practice management programs customised for the healthcare sector leadership service support UNE Partnerships Pty Ltd The Education & Training Company of the University of New England professional

More information

A world of HR at your fingertips

A world of HR at your fingertips A world of at your fingertips Bradfield group 1 Contents The Bradfield Group... 4 Our Services... 11 Training... 6 Implants... 12 Leadership Courses... 7 Projects... 13 The Bradfield Certificate in Leadership...

More information

CERTIFIED BUSINESS RELATIONSHIP MANAGER

CERTIFIED BUSINESS RELATIONSHIP MANAGER CERTIFIED BUSINESS RELATIONSHIP MANAGER Leadership Stream Management, Business and Stakeholder Relationship personnel This Program is designed to provide graduates with a Nationally Accredited Professional

More information

BUSINESS INTELLIGENCE YOU NEED TO DEVLIVER EXCEPTIONAL CUSTOMER EXPERIENCE

BUSINESS INTELLIGENCE YOU NEED TO DEVLIVER EXCEPTIONAL CUSTOMER EXPERIENCE BUSINESS INTELLIGENCE YOU NEED TO DEVLIVER EXCEPTIONAL CUSTOMER EXPERIENCE Fifth Quadrant has launched a new market research subscription for the Customer Experience and Contact Centre industries. Combining

More information

IPD Level 7 Advanced LEVEL 7 CIPD ADVANCED CERTIFICATE/DIPLOMA IN HUMAN RESOURCE MANAGEMENT DEVELOPING TODAY FOR TOMORROW

IPD Level 7 Advanced LEVEL 7 CIPD ADVANCED CERTIFICATE/DIPLOMA IN HUMAN RESOURCE MANAGEMENT DEVELOPING TODAY FOR TOMORROW IPD Level 7 Advanced LEVEL 7 CIPD ADVANCED CERTIFICATE/DIPLOMA IN HUMAN RESOURCE MANAGEMENT DEVELOPING TODAY FOR TOMORROW CIPD Level 7 Advanced qualifications are the most widely-recognised professional

More information

Service Strategy Maturity: A Model for Business Performance

Service Strategy Maturity: A Model for Business Performance Service Strategy Maturity: A Model for Business Performance A White Paper Written by callcentres.net Commissioned by IBM Published: June 2011 Contents 1. Introduction... 1 2. Executive Summary... 2 3.

More information

Performance management the key to ensuring effective staff

Performance management the key to ensuring effective staff Performance management the key to ensuring effective staff How do you get the best out of your staff? What factors are key in people achieving what they need to achieve -- being effective in their role?

More information

Measuring the Impact of Sales Training

Measuring the Impact of Sales Training Measuring the Impact of Sales Training Authors: Barry Hennessy Barry@i2isales.com Jon Gooding Jon@i2isales.com Page 1 Table of Contents Why Measure? 3 What to Measure? 3 Business Impact Considerations

More information

Relevant Areas of Expertise

Relevant Areas of Expertise Organisation: BRASH CONSULTING PTY LTD Coach: Leanne Faraday-Brash - Principal & Director Profile Image Relevant Areas of Expertise Coaching Locations (Facility Based) Relevant Accreditation & Certifications

More information

DESCRIBING OUR COMPETENCIES. new thinking at work

DESCRIBING OUR COMPETENCIES. new thinking at work DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE

More information

POSITION DESCRIPTION, PERFORMANCE MEASURES AND TARGETS

POSITION DESCRIPTION, PERFORMANCE MEASURES AND TARGETS POSITION DESCRIPTION, PERFORMANCE MEASURES AND TARGETS Attachment 1 Position Title: Programs & Client Relations Manager Responsible to: Chief Executive Officer Responsibility: Programs Management and Client

More information

COURSE INFORMATION BSB50415 Diploma of Business Administration

COURSE INFORMATION BSB50415 Diploma of Business Administration COURSE INFORMATION BSB50415 Diploma of Business Administration What is the Australian Qualifications Framework? The Australian Qualifications Framework (AQF) establishes the quality of Australian qualifications.

More information

BSB50215. Diploma of Business

BSB50215. Diploma of Business BSB50215 Diploma of Business ENROL NOW 03/04 About Conwal 08/10 Completion details Our Program Online Study Completion of your course Other qualifications you may be interested in Job Squad Who we are

More information

FACULTY OF EDUCATION AND SOCIAL WORK

FACULTY OF EDUCATION AND SOCIAL WORK FACULTY OF EDUCATION AND SOCIAL WORK Strategic Plan for Teaching and Learning 2000-2004 (Revised February 2003) 1 Part 1. Faculty Strategic Plan for Teaching and Learning 2000-2004 (Revised February 2003)

More information

Certificate IV in Frontline Management

Certificate IV in Frontline Management MARCH 2011 Certificate IV in Frontline Management Ai Group is pleased to provide you with information regarding the Certificate IV in Frontline Management - BSB40807. BENEFITS OF TRAINING Effective training

More information

BSB51915 Diploma of Leadership and Management. Course Overview

BSB51915 Diploma of Leadership and Management. Course Overview BSB51915 Diploma of Leadership and Management Course Overview Table of Contents Table of Contents... 1 1. Welcome... 2 1.1 The Victorian Chamber Team... 2 2. BSB51915 Diploma of Leadership and Management...

More information

RedPrairie for Workforce Management

RedPrairie for Workforce Management RedPrairie for Workforce Management Transforming the Workplace for an Agile, Accountable, and Efficient Enterprise Can you imagine a company where all workers consistently perform their jobs according

More information

Moving from tactical to strategic B2B marketing

Moving from tactical to strategic B2B marketing Moving from tactical to strategic B2B marketing Introduction The definition of Marketing is The Management process which identifies, anticipates and satisfies customer requirements efficiently and profitably.

More information

Workforce Plan Case Study. City of Melville - Western Australia. Dr Shayne Silcox Chief Executive Officer

Workforce Plan Case Study. City of Melville - Western Australia. Dr Shayne Silcox Chief Executive Officer Workforce Plan Case Study City of Melville - Western Australia Dr Shayne Silcox Chief Executive Officer The City has a clear People approach and deployment that is measured and continuously improved. The

More information

International Action Learning MBA. join the global community of business leaders. www.bsn.eu/english

International Action Learning MBA. join the global community of business leaders. www.bsn.eu/english International Action Learning MBA join the global community of business leaders www.bsn.eu/english Welcome to Business School Netherlands Business School Netherlands has been active in the development

More information

Call Center Supervisor Best Practices

Call Center Supervisor Best Practices Call Center Supervisor Best Practices Call Center Best Practic Executive Summary Today s call center supervisor is routinely expected to be a combination of expert service provider, coach, trainer, mentor,

More information

The Fred Factor EQUITY CONTINUING EDUCATION SERIES. Customer Relationship Management

The Fred Factor EQUITY CONTINUING EDUCATION SERIES. Customer Relationship Management The Fred Factor EQUITY CONTINUING EDUCATION SERIES Customer Relationship Management What is CRM? CRM stands for Customer Relationship Management. It is a strategy used to learn more about customers needs

More information

COURSE REGULATIONS SCHOOL OF BUSINESS. BACHELOR OF COMMERCE (HOSPITALITY MANAGEMENT) BComm(HospMgt) COURSE CODE: 3433

COURSE REGULATIONS SCHOOL OF BUSINESS. BACHELOR OF COMMERCE (HOSPITALITY MANAGEMENT) BComm(HospMgt) COURSE CODE: 3433 COURSE REGULATIONS SCHOOL OF BUSINESS BACHELOR OF COMMERCE (HOSPITALITY MANAGEMENT) BComm(HospMgt) COURSE CODE: 3433 THESE COURSE REGULATIONS ARE EFFECTIVE FROM 1.1.2014 SCHOOL OF BUSINESS 1. These Course

More information

BSB40507 CERTIFICATE IV IN BUSINESS ADMINISTRATION

BSB40507 CERTIFICATE IV IN BUSINESS ADMINISTRATION BSB40507 CERTIFICATE IV IN BUSINESS ADMINISTRATION Telephone: 07 5575 7052 Web: www.aabm.edu.au Email: admin@aabm.edu.au Postal address: PO Box 92, Miami QLD 4220 Australian Academy of Business & Management

More information

BSB51107. Diploma of Management. Course Overview

BSB51107. Diploma of Management. Course Overview BSB51107 Diploma of Management Course Overview Table of Contents 1. Welcome... 2 1.1 VECCI Team... 2 2. BSB51107 Diploma of Management... 2 2.1 Program Information... 2 2.2 Entry requirements and pathways...

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

ABOUT REWARDS MANAGING DIRECTOR FOR SCOTLAND. Recruitment. Modern Apprenticeships

ABOUT REWARDS MANAGING DIRECTOR FOR SCOTLAND. Recruitment. Modern Apprenticeships ABOUT REWARDS Established in 1989 in Haywards Heath, Rewards has grown to become a nationally recognised training company with offices located throughout England and Scotland. Through our working relationships

More information

Workforce Management Plan 2013-2017

Workforce Management Plan 2013-2017 Workforce Management Plan 2013-2017 Adopted on Wednesday 19 June 2013 Contents Message from the General Manager 5 city Plan: Cascade of Plans 6 our Vision, Mission and Community Outcomes 7 Introduction

More information

January 2016. Communications Manager: Information for Candidates

January 2016. Communications Manager: Information for Candidates January 2016 Communications Manager: Information for Candidates Thank you for expressing interest in the role of Communications Manager. We have compiled this information pack to tell you more about The

More information

Leading Experts in Employment Law, Industrial Relations and best practice Human Resource Management in Ireland

Leading Experts in Employment Law, Industrial Relations and best practice Human Resource Management in Ireland Leading Experts in Employment Law, Industrial Relations and best practice Human Resource Management in Ireland Who We Are Established in 2003, we are one of Ireland s best-known and respected providers

More information

Superior Sales Management

Superior Sales Management Superior Sales Management The Pivotal Skill The success of a company is based on many things, but there is no more important job than that of the sales manager. It is the pivotal position in any company

More information

SPORT PORTFOLIO GUIDANCE (E1) FOR PLACEMENT PROVIDERS 2009-2010 OFFERING A WORK PLACEMENT

SPORT PORTFOLIO GUIDANCE (E1) FOR PLACEMENT PROVIDERS 2009-2010 OFFERING A WORK PLACEMENT SPORT PORTFOLIO GUIDANCE (E1) FOR PLACEMENT PROVIDERS 2009-2010 OFFERING A WORK PLACEMENT THANK YOU!! Firstly, thank you. If you are reading this document then it is likely that you have already had contact

More information

INTERNATIONAL SELLING PROGRAMME 2015

INTERNATIONAL SELLING PROGRAMME 2015 INTERNATIONAL SELLING PROGRAMME 2015 2 The International Selling Programme is Enterprise Ireland s proven export sales development programme targeted exclusively at maximising export sales for Irish companies.

More information

Graduate Diploma in. Management. (Grad.Dip.Mgmt)

Graduate Diploma in. Management. (Grad.Dip.Mgmt) cmi-ireland.com T: 01 492 7070 Graduate Diploma in Management (Grad.Dip.Mgmt) CMI Page 1 Graduate Diploma in Management About the Course CMI have teamed up with the ICM Institute of Commercial Management

More information

Management Competencies - 360 Assessment

Management Competencies - 360 Assessment Management Competencies - 360 Assessment Up-skill managers to prevent and reduce workplace stress Line managers play a vital role in the identification and management of workplace stress. Managers will

More information

INTENSIVE BUSINESS WRITING

INTENSIVE BUSINESS WRITING INTENSIVE BUSINESS WRITING This course is for non-native English speakers who have an intermediate to advanced ability in using the English language. Expect to make great improvements in your written business

More information

Building Business Resilience

Building Business Resilience Building Business Resilience Executive Education Programs Contact If you would like to learn more about executive education at RMIT University and how we can address your organisation s needs, please contact:

More information

Release 2. FNS51312 Diploma of Life Insurance

Release 2. FNS51312 Diploma of Life Insurance Release 2 FNS51312 Diploma of Life Insurance FNS51312 Diploma of Life Insurance Modification History Release Release 2 Release 1 Comments This version released with FNS10 Financial Services Training Package

More information

Training Products Portfolio

Training Products Portfolio Training Products Portfolio Supporting learning, development and change Training and Consultancy Chapel House are a UK based, accredited, professional training and consultancy organisation with programmes,

More information

Release: 1. FNS51312 Diploma of Life Insurance

Release: 1. FNS51312 Diploma of Life Insurance Release: 1 FNS51312 Diploma of Life Insurance FNS51312 Diploma of Life Insurance Modification History Version Release 1 Comments This Qualification first released with FNS10 Financial Services Training

More information

COURSE INFORMATION BSB61015 Advanced Diploma of Leadership and Management

COURSE INFORMATION BSB61015 Advanced Diploma of Leadership and Management COURSE INFORMATION BSB61015 Advanced Diploma of Leadership and Management What is the Australian Qualifications Framework? The Australian Qualifications Framework (AQF) establishes the quality of Australian

More information

2015 BACHELOR OF BUSINESS MANAGEMENT

2015 BACHELOR OF BUSINESS MANAGEMENT 2015 BACHELOR OF BUSINESS MANAGEMENT YOUR INDUSTRY YOUR FUTURE 1 2 3 4 5 YOUR NEXT GENERATION EDUCATION A business degree designed by the best, for the best The ICMS Bachelor of Business Management has

More information

Leadership Development Catalogue

Leadership Development Catalogue The TrainingFolks Approach The importance of superior management, leadership and interpersonal skills are critical to both individual and organizational success. It is also critical to apply these skills

More information

Accredited Training in Sales and Marketing

Accredited Training in Sales and Marketing Accredited Training in Sales and Marketing...invest in a Brighter Future academy 2 academy s Introduction 03 Profile of Ethos Academy s head tutor 06 Course Details Level 1 Award in Sales and Marketing

More information

BSB50415. Diploma of Business Administration

BSB50415. Diploma of Business Administration BSB50415 Diploma of Business Administration ENROL NOW 03/04 About Conwal 08/10 Completion details Who we are Accreditation What we provide Our Program Online Study Completion of your course Other qualifications

More information

TAE40110 Certificate IV in Training and Assessment

TAE40110 Certificate IV in Training and Assessment TAE40110 Certificate IV in Training and Assessment Course information and vocational outcomes This is a nationally accredited qualification that reflects the roles of individuals delivering training and

More information

HR Enabling Strategy 2012-2017

HR Enabling Strategy 2012-2017 This document is yet to be put into corporate format but this interim version can be referred to for the time being. Should you have any queries, please refer to Sally Hartley, University Secretary, x

More information

Why improving your line managers people skills will improve your profits

Why improving your line managers people skills will improve your profits As part of our Tomorrow s Executive series of articles we bring you: an executive s guide to implementing strategy By Paul Hughes, Mercuri Urval Global Client Services Why improving your line managers

More information

Contact us today for more details and assistance with qualifying your staff. COURSE OUTCOMES. Gain the skills required to:

Contact us today for more details and assistance with qualifying your staff. COURSE OUTCOMES. Gain the skills required to: BSB42015 CERTIFICATE IV IN LEADERSHIP AND MANAGEMENT This qualification reflects the role of individuals working as developing and emerging leaders and managers in a range of enterprise and industry contexts.

More information

your people are our business Performance Management

your people are our business Performance Management Performance Management Introduction As a business owner, it is crucial to ensure that employees are motivated, inspired, productive and working to their fullest potential. As a manager of people, performance

More information

Migrating from Managing to Coaching

Migrating from Managing to Coaching a ValueSelling Associates Migrating from Managing to Coaching How to bring out the best in sales teams and increase bottom lines The role that frontline sales managers play in coaching to the right skills,

More information

Technology Futures Stay just a little bit longer. Prepared by Paul Scott, Dimension Data UK

Technology Futures Stay just a little bit longer. Prepared by Paul Scott, Dimension Data UK Technology Futures Stay just a little bit longer Prepared by Paul Scott, Dimension Data UK 70% of the cost of running contact centres is related to the people who work there - the agents or customer services

More information

perth. sydney. melbourne. brisbane.

perth. sydney. melbourne. brisbane. perth. sydney. melbourne. brisbane. We design and deliver learning and development programs that bring about business change. assess. align. accelerate. REAL OUTCOMES Astute Learning s focus is to improve

More information

STUDY AT ONE OF THE WORLD S BEST UNIVERSITIES

STUDY AT ONE OF THE WORLD S BEST UNIVERSITIES STUDY AT ONE OF THE WORLD S BEST UNIVERSITIES WHY AT UOW Psychology at UOW connects you with people, programs and technology to enhance your learning experience. 1. RECOGNISED AUSTRALIA-WIDE When peak

More information

Managing & Enabling Change

Managing & Enabling Change Managing & Enabling Managing & Enabling Experienced people, processes and methodologies that can guide you through change are critical to your business success SMS has partnered with Prosci to change enable

More information

BSB40812 Certificate IV in Frontline Management

BSB40812 Certificate IV in Frontline Management BSB40812 Certificate IV in Frontline Management Course information and vocational outcomes This nationally accredited qualification reflects the role of individuals who take the first line of management

More information

POSITION DESCRIPTION: NURSING IN GENERAL PRACTICE (NiGP) PROGRAM DIRECTOR

POSITION DESCRIPTION: NURSING IN GENERAL PRACTICE (NiGP) PROGRAM DIRECTOR POSITION DESCRIPTION: NURSING IN GENERAL PRACTICE (NiGP) PROGRAM DIRECTOR About APNA The Australian Primary Health Care Nurses Association (APNA) is the peak national body for nurses working in primary

More information

Business. HANNE AASEN Norway Master of Business Advanced graduate

Business. HANNE AASEN Norway Master of Business Advanced graduate Business HANNE AASEN Norway Master of Business Advanced graduate Studying an Advanced Masters Degree allowed me to specialise solely in my key interest, marketing. The subjects were both creative and practical,

More information

ClubPATHWAYS. The club industry is an unique and exciting industry developed by the community for the benefit of the community.

ClubPATHWAYS. The club industry is an unique and exciting industry developed by the community for the benefit of the community. ClubPATHWAYS The educational path to industry success and sustainability The club industry is an unique and exciting industry developed by the community for the benefit of the community. As an industry

More information

BT Contact Centre Efficiency Quick Start Service

BT Contact Centre Efficiency Quick Start Service BT Contact Centre Efficiency Quick Start Service The BT Contact Centre Efficiency (CCE) Quick Start service enables organisations to understand how efficiently their contact centres are performing. It

More information

Improving Customer Contact Quality

Improving Customer Contact Quality Improving Customer Contact Quality An Extract from Call Quality Practices 2009 Call quality monitoring is one of the most effective methods for improving the level of service you provide to your customers.

More information

Finance. Melbourne Storm HR Management System - Position Description HR Manager, May 2014 Page 1 of 6

Finance. Melbourne Storm HR Management System - Position Description HR Manager, May 2014 Page 1 of 6 Position Description This position description provides an indicative outline of the purpose and accountabilities of the role. Specific performance requirements and expectations will be included in your

More information

Setting Standards Achieving Success

Setting Standards Achieving Success Setting Standards Achieving Success Resolve F1 customer service problems Manage a project B5 Provide B10 leadership for your team Manage risk F5 team E14 Support E1 Manage a budget team and virtual working

More information

customer experiences Delivering exceptional Customer Service Excellence

customer experiences Delivering exceptional Customer Service Excellence Delivering exceptional customer experiences Customer Service QA can work with you to create customer experiences that consistently reflect the aims, values and aspirations of your organisation. Every organisation

More information

Test your talent How does your approach to talent strategy measure up?

Test your talent How does your approach to talent strategy measure up? 1 Test your talent How does your approach to talent strategy measure up? Talent strategy or struggle? Each year at Head Heart + Brain we carry out research projects to help understand best practice in

More information

line of communication

line of communication TE-OF-THE-ART State-of-the-art COMMUNICATION line of communication OUR between BUSINESS your business AND and your YOUR clients. C A MULTI A multi-award AWARD winning, WINNING HIGH high TECHNOLOGY, technology,

More information

POSITION DESCRIPTION. Role Purpose. Key Challenges. Key Result Areas

POSITION DESCRIPTION. Role Purpose. Key Challenges. Key Result Areas POSITION DESCRIPTION Position Title Manager, Technical Services Support Position Number Reports to Manager Technology Services Functional Auth HRM Auth Region IT Services Centre Head Office Date Feb 2011

More information

Work Smarter, Not Harder

Work Smarter, Not Harder Work Smarter, Not Harder Contact Center Performance Optimization for Collections and Telemarketing Contact Centers Executive Summary All contact centers face a common and continual challenge how to best

More information

Operational Improvement Using specialist skills in specific functional areas to enhance your own capabilities

Operational Improvement Using specialist skills in specific functional areas to enhance your own capabilities Page 1 of 10 About FMEA We are a network of diverse, practical and experienced senior business consultants who have worked in small and world renowned Consultancy Organisations. We believe in working co

More information

ROLE PROFILE. Performance Consultant (Fixed Term) Assistant Director for Human Resources

ROLE PROFILE. Performance Consultant (Fixed Term) Assistant Director for Human Resources ROLE PROFILE Job Title Reports to Service area No. of staff responsible for Budget responsibility ( ) Performance Consultant (Fixed Term) Assistant Director for Human Resources HR 0 None Purpose of Job

More information

MODULE 10 CHANGE MANAGEMENT AND COMMUNICATION

MODULE 10 CHANGE MANAGEMENT AND COMMUNICATION MODULE 10 CHANGE MANAGEMENT AND COMMUNICATION PART OF A MODULAR TRAINING RESOURCE Commonwealth of Australia 2015. With the exception of the Commonwealth Coat of Arms and where otherwise noted all material

More information

Head of Engineering Job Description

Head of Engineering Job Description Head of Engineering Job Description (Job Code and Level: E006) Definition: Overall responsibility and accountability for the Engineering function across the UK which will include people and budgetary management.

More information

Masters in. Internal Communication Management

Masters in. Internal Communication Management Masters in Internal Communication Management The Masters in Internal Communication Management is run jointly by Capita Learning & Development and Kingston Business School. This new one-year programme builds

More information

CERTIFICATE IV, DIPLOMA & ADVANCED DIPLOMA of PROJECT MANAGEMENT

CERTIFICATE IV, DIPLOMA & ADVANCED DIPLOMA of PROJECT MANAGEMENT Answer: Become Qualified in PROJECT MANAGEMENT Flexible Training Format Developed by Industry Leaders Delivered by Experienced Facilitators Assignments Applied to Real Workplace Situations Nationally Accredited

More information

CERTIFIED MANAGER COURSE SUBJECT HANDBOOK. Nationally Accredited Level 1 Certificate and Advanced Certificate for Customer Service Manager

CERTIFIED MANAGER COURSE SUBJECT HANDBOOK. Nationally Accredited Level 1 Certificate and Advanced Certificate for Customer Service Manager COURSE SUBJECT HANDBOOK CUSTOMER SERVICE INSTITUTE OF AMERICA CERTIFIED CUSTOMER SERVICE MANAGER Nationally Accredited Level 1 Certificate and Advanced Certificate for Customer Service Manager contents

More information

Diploma of Business Administration BSB50415

Diploma of Business Administration BSB50415 Diploma of Business Administration BSB50415 Unit Descriptions & Evidence Required to Demonstrate Competency 8 Units 8 Elective Units Agenda Course Description... 3 Job roles... 3 Pathways Information...

More information

BSB51107. Diploma of Management. Course Overview

BSB51107. Diploma of Management. Course Overview BSB51107 Diploma of Management Course Overview Table of Contents Table of Contents... 1 1. Welcome... 2 1.1 VECCI Team... 2 2. BSB51107 Diploma of Management... 2 2.1 Program Information... 2 2.2 Entry

More information

ROLE OF HRM & OB IN TODAY S EDUCATIONAL INSTITUTION/UNIVERSITY ADMINISTRATION

ROLE OF HRM & OB IN TODAY S EDUCATIONAL INSTITUTION/UNIVERSITY ADMINISTRATION ROLE OF HRM & OB IN TODAY S EDUCATIONAL INSTITUTION/UNIVERSITY ADMINISTRATION Dr. M.L. Vasitha Associate Professor, Department of Business Administration Jai Narain Vyas University, Jodhpur Mr. B.S. Chauhan

More information

The Workplace Supervisor, Coach and Mentor

The Workplace Supervisor, Coach and Mentor WESTERN AUSTRALIA The Workplace Supervisor, Coach and Mentor A resource for Disability Service supervisors and coordinators to support staff involved in accredited training. Acknowledgements This guide

More information

FACULTY OF BUSINESS SYDNEY BUSINESS SCHOOL

FACULTY OF BUSINESS SYDNEY BUSINESS SCHOOL FACULTY OF BUSINESS SYDNEY BUSINESS SCHOOL S The Sydney Business School operates from two main locations: UOW s main campus in Wollongong and the Sydney campus. Administration (MBA) go.uow.edu.au/mba 013031G

More information

ADULT TRAINING AND EDUCATION STUDIES

ADULT TRAINING AND EDUCATION STUDIES ADULT TRAINING AND EDUCATION STUDIES INTRODUCTION Adult Training and Education Studies offers a range of part-time blended and distance learning programmes focused on expanding your intellectual and professional

More information

Achieving Excellence through Executive Coaching

Achieving Excellence through Executive Coaching Achieving Excellence through Executive Coaching Good Leaders Accelerate with Good Coaching At White Water, we love to work with successful executives we always marvel at how well they respond to good coaching:

More information

Accounting Programs Faculty of Business and Economics

Accounting Programs Faculty of Business and Economics Accounting Programs Faculty of Business and Economics About the presenter DR CATRIONA LAVERMICOCCA DEPUTY HEAD OF DEPARTMENT OF ACCOUNTING AND CORPORATE GOVERNANCE Professional background working as a

More information

Emerging Leaders Programme 2011 Personal Leadership Development Plan and Portfolio

Emerging Leaders Programme 2011 Personal Leadership Development Plan and Portfolio Emerging Leaders Programme 2011 Personal Leadership Development Plan and Portfolio Emerging Leaders Programme 2011 Personal Leadership Development Plan and Portfolio Name 2 Personal Leadership Development

More information

DIPLOMA OF MANAGEMENT BSB51107 RTO 32309

DIPLOMA OF MANAGEMENT BSB51107 RTO 32309 2014 DIPLOMA OF MANAGEMENT BSB51107 RTO 32309 DIPLOMA OF MANAGEMENT Do you aspire to create long lasting change in your organisation? Do you ever get frustrated with the rate of growth in your organisation?

More information

Digital Marketing Institute s. Professional Diploma in Digital Selling. Validated by the Syllabus Advisory Council (SAC)

Digital Marketing Institute s. Professional Diploma in Digital Selling. Validated by the Syllabus Advisory Council (SAC) Digital Marketing Institute s Professional Diploma in Digital Selling Validated by the Syllabus Advisory Council (SAC) Content Professional Diploma in Digital Selling Welcome Course overview Course content

More information

Sales Coaching for Improved Performance:

Sales Coaching for Improved Performance: WHITE PAPER Sales Coaching for Improved Performance: Turning Sales Managers into Great Coaches Companies know the value of training their sales force, but many don t realize the importance of developing

More information

IMI Certificate in Front Line Management

IMI Certificate in Front Line Management th Anniversary 1953-2013 IMI Certificate in Front Line Management About the Programme In today s business the frontline delivers the bottom line. You can have the greatest strategy and products, however,

More information

2016 COURSES. www.workplacetrainers.com.au

2016 COURSES. www.workplacetrainers.com.au 2016 COURSES www.workplacetrainers.com.au Diploma of Management Diploma of Work Health and Safety Certificate IV in Work Health and Safety Introductory Safety & Health Representative Certificate IV in

More information