WELCOME. Leadership. Academy. Become the Leader you are Called to Be.

Transcription

1 U N I V E R S I T Y WELCOME Leadership Academy Become the Leader you are Called to Be Supervisor Readiness Certification Supervisor Certification Leadership Certification

2 Dear Qualfon Leaders, In 2014, a key initiative was launched to give the very best training available to help our leaders calling and complete purpose as individuals and as members of society. Effective leadership performance depends on a blend of appropriate skills, knowledge, attitudes, and behaviors coupled with relevant experience. The 3 certification programs under the Leadership Academy helps Qualfon employees gain the skills they need to become more effective Leaders in our organization. On behalf of all of the Qualfon Family, I welcome you to Leadership Academy. Sincerely yours, Mike Marrow CEO

3 Introduction to Leadership Academy your door to Qualfon Leadership Leaders are key to a BPO's success, and the future of Qualfon is in their hands. Leaders affect company morale, productivity, and the bottom line. The scope of the Leadership Academy is to help Qualfon leaders gain vital management skills and reap the rewards. It teaches the essentials of goal setting, managing responsibilities, and leveraging interpersonal skills in a variety of settings. Finally the Leadership Academy will help you discover practical, solutions that you will start using immediately and in your own lives. Leadership Academy offers 3 Certifications for the various roles that exist: Supervisors in training, for present Supervisors as well as for all other Qualfon Leaders. Supervisor Readiness Certification This program is designed for agents and will prepare them for the Supervisor role. Supervisor Certification This is a program designed for employees who are Supervisors in their current roles.

4 Leadership Certification This program is designed for all other employees who do not fall under the Supervisor Readiness Certification or Supervisor Certification programs. They are required to take classes dependent on their current position. Examples of different course loads depending on role or function: VP Global Support, Global Solutions STRIDES Communication Styles Leadership & Coaching HD Policies Conflict Resolution Time Management Workplace Communication Utilizing Support Services Client Management Project Management Leading Team Meetings Interviewing Techniques Retention/Employee Engagement Change Management Six Sigma Green Belt Analyst, IT STRIDES Communication Styles Leadership & Coaching Call Center by Numbers Quality & Calibration Project Management HD Policies Time Management Financials for Supervisors Workplace Communication Utilizing Support Services Six Sigma Green Belt Client Management Leading Team Meetings Interviewing Techniques Change Management Conflict Resolution Director, Finance STRIDES Communication Styles Leadership & Coaching Call Center by Numbers Conflict Resolution HD Policies Time Management Financials for Supervisors Workplace Communication Six Sigma Green Belt Utilizing Support Services Leading Team Meetings Interviewing Techniques Change Management *Please see the attached Excel file that includes the course load by position and role within Qualfon.

5 1 Accreditation and Certification Upon graduating you will be awarded the following distinctions: Six Sigma Green Belt Certification accredited by Keisen Center Available Certifications in 19 Courses/65 Hours of Training: Supervisor Readiness Certification Supervisor Certification Leadership Certification Graduation Ring of Accomplishment (only upon becoming a Supervisor) Leadership Certification plaque upon completion

6 2 Your s and Learning Management System (LMS) Your instructors are experienced mentor-leaders that strive to bring you up-to-date so that you can become a successful and well-equipped Qualfon Leader. Among our various trainers, you will find Qualfon corporate leaders as well as successful Qualfon managers. Some of the instructor-led courses are online and developed utilizing the most up-to-date technology, so you will meet a few instructors in their virtual classroom. As your entryway into learning Leadership Academy utilizes a Personal University Learning Services for Employees (PULSE). PULSE is a Learning Management System (LMS), a portal for all Qualfon employees towards further learning and training. Through it all courses will be made available. Class times, their location, and course descriptions, will be made available alongside a personalized progress report. It is a perfect way to take ownership and track your own progress. All online courses will be made available through your PULSE account.

7 3 Certification Requirements Attendance in Leadership Academy is required of all Supervisors and Leaders in Qualfon. Each participant is required to finish the complete course load prior to receiving their designated certification. The Supervisor Readiness Certificate is required of all agents aspiring to become supervisors. Upon completion they will be taken into account towards a promotion determined by their yearly performance evaluation. PULSE (our Learning Management System) will manage your course load and will measure the progress of your Learning Plan. Six Sigma Green Belt certification requirements: All prescribed courses must be completed to be eligible to begin the Six Sigma Green Belt course certification. All classes and homework need to be completed in order. Each participant is eligible to retake the final test only once. The second chance can take place as early as the following day or up to a week later. The retest must be completed no later than five working days without being done on the same day as the test.

8 Supervisor Readiness Certification conditions: Tenure: Those that hold 6 months tenure based on the date or their hire. Disciplinary Actions: Do not hold an active written Corrective Action for the past 6 months. Actual Role: Are currently Ops Agents only. Performance: Must be in the top quartile of the stack ranking for the program & received a recommendation from the OM by letter or . Interview: Pass the country-specific selection process, following HD policies for each country. Curriculum: All courses for the Leadership Academy must be completed prior to formal appointment as Supervisor. Internship: Undergo Job Internship/Shadowing for two weeks with a supervisor before transitioning to supervisor functions with a dedicated team. 6σ INTERNATIONAL SIX SIGMA INSTITUTE OSCAR JAVIER BUENO HAS SUCCESSFULLY COMPLETED SIX SIGMA GREEN BELT REQUIREMENTS AND IS AWARDED THE DESIGNATION CERTIFIED SIX SIGMA GREEN BELT AUTHORIZED CERTIFICATE ID CERTIFICATE ISSUE DATE JUNE CEO - International Six Sigma Institute

9 The Courses Course Title Course Description Modality Hours STRIDES Workshop STRIDES are Qualfon s Core Values. They seek to embody the professional drive through which we accomplish our Mission. This course will be an overview of Qualfon s Heart and Soul. 4 Role of a Leader/Supervisor What does it mean to be a Leader in a leading BPO? These and other questions are at the heart of this course. 3 Communication Styles Communication is a key component of each Leader. Be it in leading a meeting or resolving a conflict, communication will prove necessary to transmit ideas, solidify a resolution, and motivate your team. 5 Leadership and Coaching Leadership and Coaching, is at the heart of the matter. Leaders set the standard, train, and lead those people around them. You will learn and hone leadership and team building skills for the professional workplace, in the community, or at home. 6 Call Center by Numbers Quality and Calibration Call Center by the Numbers seeks to help you get aligned with the key terms, metrics, scheduling and logistics. It is an introductory course to Call Center Metrics. This course goes over the importance of Quality Assurance and its metrics, the most important of which is Client Calibration by which we make sure to do our utmost in client care. 3 2

10 Course Title Course Description Modality Hours HDD Policies Since employees are under Supervisors care, foreseeing, preventing, and handling Risk and Liability are all part of the Supervisor s job description. This course will help you to see necessary metrics for worksite risk and danger as well as how to deal with them in the event they occur. 3 Time Management Fundamentals Time is everything in the high-volume and fast-paced BPO environment. Leaders not only have to manage their own busy schedules, but they also have to do the same for their Agents. Time Management Fundamentals will bring you up to speed with all things scheduling and deadline oriented. Online 1 Financials for Leaders As a Leader, do you have any power to affect the bottom line? This course answers that question and how to effect change. By understanding the basics of finance (e.g. GM, Revenue, and EBIT) you will be able to make a difference. 1.5 Workplace Communication This course continues where the Communication Styles leaves off. The workplace requires certain forms of communication that streamline and unite each communicator to connect efficiently with his or her peers, and subordinates. Utilizing the correct Communication Styles for the right moment is key for a Leader. Online 1 Utilizing Support Services How and when to reach out for help when in need is at the heart of this course. You will learn of the various support structures in place so that as a Leader you can know when and how to call upon the proper resources at hand. Online 1.5 Client Management How to answer a demanding client, learn client-centered language, understand their expectations, and successfully navigate the world of dealings with our clients is at the heart of this course. 4 Leading Team Meetings Team Meetings are a necessity. It is a Leader's duty to make them organized and to the point. Listening to team initiatives, assigning tasks, and motivating your team are all part of a day in the life of a Leader. Online 1 Interviewing Techniques Learn and practice entry-level interviewing skills and techniques utilized by all Leaders. You will learn skills related to noticing behavior patterns, thoughtfully structuring interviews, and focusing on and influencing the different types of interviewing situations. 2 Retention and Employee Engagement Motivating others is not an easy task, and perhaps the most difficult form of motivation is Retention. How to deal with Retention and motivating team members towards engagement is the focus of this course. 3

11 Course Title Course Description Modality Hours Change Management Constant change is part and parcel of the BPO world. Team agility depends on a leader s management skills. Learn how to face change with courage and adapt to the changing landscape with intelligence and diligence. 3 Conflict Resolution Not all conflict is bad, but, when conflict gets in the way of our business values, you are required to take action. Your task as a Leader will require you to bring about a positive resolution. This often means facing opposing forces and bringing them towards agreement and ending the problematic conflict at hand. 3 Project Management (for Supervisors) Projects require a captain to steer the wheel. This course builds a foundation to plan, schedule, and allocate resources, as well as to measure performance so as to bring projects to fulfillment. 2 Six Sigma Green Belt Think you ve had enough? To cap off your management skills you will receive the very best leadership training in your field. 16 Total Online Learning 20% Face to Face Learning 80% 65

12 Testimonials As a supervisor of Qualfon, this is a very wonderful experience and I am very much grateful that the company is making this colossal effort to make us more competitive leaders. Juvy Ann Dildig, Cebu Supervisor I have seen myself do things I would never have seen myself doing. Really my education came from Qualfon. I didn't get a chance to finish my college education. Leadership Academy gave me an opportunity to continue my learning. Joseph Medina, Fort Collins Supervisor Leadership Academy gives our leaders a chance to sharpen their existing skills and to share best practices with each other. We are all better when we can learn from each other! Kathy Flowers, OPS Learning & Devt. Dir (USA) Be the best BPO. Make people s