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HDI Support Center Team Lead

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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

 

Get 10% discount on a group of 4 or more nominations! (Discount will be applied during checkout)
Only applicable for selected batches and courses.

HDI Support Center Team Lead

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