The OmniTouch Team Leader Training Series for Contact Centres & Service Centres
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OmniTouch Team Leader Certification & Singapore’s Employment & Employability Agency e2i Professional Development Grant By Daniel Ord Director, OmniTouch May 19 th 2014
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OmniTouch provides a complete suite of Training Programs for Team Leaders, Managers & Supervisors covering people management, operations, leadership, coaching, engagement, change management, customer experience, team dynamics, generational issues and more.
Transcript of The OmniTouch Team Leader Training Series for Contact Centres & Service Centres
OmniTouch Team Leader Certification &
Singapore’s Employment & Employability
Agency e2i Professional Development Grant
By Daniel Ord
Director, OmniTouch
May 19th 2014
• The role of the Team Leader is the most
challenging management role in a Contact Centre.
The Reality
• Since the Team Leader is
supposed to translate
organizational objectives into
action through management
of the company’s Frontline
resources, they quite
frequently find themselves in
the middle of it all.
• It’s not as nice a place to be
as it sounds on paper.
The Challenge
• The irony of the Team Leader role is
that the very skills that got them
promoted, such as great Quality or
Productivity, don’t greatly improve
the odds of success in their new role.
The Irony
Over the past 9 years, OmniTouch has developed and delivers a
comprehensive suite of (6) individual Team Leader training &
certification programs as follow:
How to be a Great Team Leader (Leadership & Engagement) 2 days
How to Monitor & Coach Agents to Effective Performance 2 days
People Management for Team Leaders 2 days
Operations Management for Team Leaders 2 days
Customer Experience for Team Leaders 2 days
Managing Yourself for Team Leaders 2 days
• Each program addresses a unique set of competencies
• Programs may be taken in any order
• Each program comes with its own unique certification exam
• Programs are designed specifically for Team Leaders though we often have
management participants – particularly for smaller Centres
The Solution
Singapore’s Employment &
Employability Agency e2i
now recognizes and
subsidizes OmniTouch
Team Leader Training
This information is related to the e2i subsidy
• The program is limited to a maximum of 30 participants in Singapore -
must be Singaporean or Singapore PR –
• Each participant will take all 6 programs and successfully pass the
certification exam for each program – within the time period of June 2014
and August 2015.
• Programs have been scheduled into OmniTouch’s Public Program Series at
the rate of approximately 1 every month or every other month.
• The e2i grant provides for 50% government subsidy on training &
certification fees and is refunded back to the Organization by e2i upon
successful completion of the entire process.
• To learn more about ‘how’ the training and/or grants work simply write to
us at [email protected] or call to +65 6324 4844.
The essentials for the e2i 50% subsidy
A bit more on
The OmniTouch
Team Leader Series of
Training Programs
This program focuses on leadership & engagement and addresses:
Roles & responsibilities
Managing knowledge workers & different generations
Understanding Employee Engagement and how to ‘get it’
Leadership, management & strategy
The Success Profile for Team Leaders
How to be a Great Team Leader
This program focuses on the most important people development
process in the Contact Centre:
The role of Team Leaders vs. the role of QA
Strategic objectives for Monitoring
The classic forms of monitoring
Defining transactional coaching
The 7 Step Process for Coaching
Dealing with barriers to performance
Improving results
How to Monitor & Coach Agents
This program focuses on critical people management processes that
typically involve Team Leaders:
Hiring right – what to know for Contact Centres
Understanding retention strategies
Understanding attrition
Improving results with data driven performance
Dealing with difficult people situations
How to run Team meetings
How to deliver Performance Reviews
Improving your communication
People Management for Team Leaders
This program focuses on the important operations knowledge and
processes Team Leaders need to succeed in this environment:
Understanding the drivers of Customer Wait Time
Defining & using accessibility KPIs
Defining efficiency & productivity for Contact Centres
Defining strategic KPIs to meet organizational objectives
The Contact Centre Planning & Management Process and the Team
Leader’s role in the process
Appreciating Contact Centre technology
Operations for Team Leaders
This program focuses on understanding Customer Expectations, Satisfaction,
Loyalty, Profitability & the Customer Experience itself
Examining the most common Customer Expectations
Understanding the Expectations Cycle
The value of Customer Satisfaction & Loyalty
How Satisfaction is measured – understanding Survey Processes
How do Monitoring Results correlate with Satisfaction?
Improving our ability to satisfy Customers
Defining Customer Experience
Our critical role in Customer Experience
Customer Experience for Team Leaders
This program focuses on understanding yourself and keeping yourself ‘fit &
ready’ in your role.
Stress management for Team Leaders – what you should know
Understanding and using the 7 Laws of Team Leader-ship
Change management principles & practices
Self-renewal
Managing Yourself for Team Leaders
Thank You!
The OmniTouch Centre for Service Excellence
98B Duxton Road
Singapore 089542
+65 6324 4844
