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Register by July 17 for early bird savings!
StartDatesDurationCertification Exam IncludedPrice
Wednesday 8/5-8/6 2 days Yes $1,899

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 Includes

Instruction, and online certification exam.

Unit 1: Support Center Overview

  • Evolution of Service & Support
  • Successful Service & Support

Unit 2: Role of the Support Center Team Lead

  • Role of the Team Lead
  • Effective Leadership
  • Emotional Intelligence
  • Managing Relationships

Unit 3: Business Planning and Strategy

  • Strategic Perspective
  • Building a Strategy
  • Service Level Management
  • SOPs
  • Alignment

Unit 4: Support Center Processes

  • Best Practices for Support
  • Service Operations
  • Additional Processes
  • Knowledge Management

Unit 5: Service Delivery Methods & Technology

  • Systems Thinking Approach
  • Support Tools & Tech
  • Service Delivery Methods
  • Social Media

Unit 6: Workforce Management and Training

  • Workforce Management
  • Sourcing and Recruitment
  • Training

Unit 7: Communication and Coaching

  • Communication Skills
  • Cross-Cultural Communication
  • Managing Conflict
  • Coaching

Unit 8: Teamwork

  • Motivation, Rewards, Recognition
  • Performance Management
  • Retention

Unit 9: Metrics and Quality Assurance

  • Metrics
  • Quality Assurance
  • Using Surveys
  • Performance Reporting
  • Promoting the Support Center
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