The support center team lead serves as the communication link between the team and the manager as well as the first point of internal escalation for the customer.

HDI's 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 a team’s day-to-day operational activities. This course is designed for support professionals who need to develop fundamental management and leadership skills.

What You Will Learn

  • Essential team lead management and leadership skills
  • The importance of service level agreements and operational level agreements
  • The ITIL processes of incident, problem, change, release, asset, and configuration management
  • An overview of security management and knowledge management
  • Strategies for managing conflict
  • The essentials of people management: hiring, scheduling, evaluating, and retaining employees
  • An eight-step method for effective coaching
  • Proven team-building and motivational techniques
  • Essential performance metrics and key performance indicators

Who Should Attend

Technical support professionals who must understand support center processes and best practices and master important daily functions, such as quality assurance monitoring, coaching, and escalation management.

Course Outline

Unit 1: 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

Unit 2: Business Planning and Strategy

  • Strategy of a Support Center
  • Service Level Agreements
  • Standard Operating Procedures
  • Business Alignment

Unit 3: Support Center Processes

  • IT Service Management
  • ITIL Service Support
  • Security Management
  • Knowledge Management

Unit 4: Service Delivery Methods and Technology

  • Service Delivery Methods
  • Telephony Systems
  • Service Management Systems

Unit 5: Recruitment and Training

  • People Management
  • Recruitment
  • Sourcing
  • Training

Unit 6: Communication and Coaching

  • Communication Skills
  • Cultural Sensitivity
  • Emotional Intelligence
  • Managing Conflict
  • Coaching

Unit 7: Teamwork and Retention

  • Teamwork
  • Motivation
  • Performance Management
  • Retention

Unit 8: Quality Assurance and Marketing

  • Quality Assurance
  • Performance Reporting
  • Marketing the Support Center

Two-Day Course Includes

Instruction, online certification exam, breakfast,and breaks

Presented by Fancy Leigh Mills Knebel

Fancy Mills has more than fifteen years of customer and technical support experience, specializing in training, consulting, recruiting, quality, and workforce management. As a member of the HDI Faculty since 2006, she has certified thousands of support professionals, managers, directors, and corporate trainers around the world. In addition, Fancy has developed and facilitated customized training for Fortune 500 companies, including Dell Computer Corporation, focusing on presentation, communication, and time management skills.