Supervisor Training and Certification
3-day training seminar, $1,995
This training course is ideal for help desk and support center supervisors, team leads and those who have just joined the management ranks. The course covers the fundamentals of supervision in a technical support environment. It focuses specifically on the leadership and management challenges faced by the technical support supervisor. The session begins with personal leadership and communication skills, progresses to creating a positive, energized environment for increased productivity, and concludes with the ability to take charge and drive team success. This course equips new and existing support supervisors and managers with the skills to perform successfully by motivating others.
Participants will leave with a detailed plan to improve motivation and morale, increase staff productivity, and impact overall support center performance.
What You Will Learn
Participants will learn how to perform each task in the quality management life cycle using proven approaches: how to establish performance goals, monitor calls, measure performance, develop performance improvement plans, and coach support professionals. Supervisors, team leads, and new managers will also learn methods that can be employed to manage change, diagnose performance problems, and create a team culture.
Who Should Participate
Module One: Dimensions of Leadership
Module Two: Communication Skills
Module Three: Change Management
Module Four: Team Building
Module Five: Motivate for Empowerment
Module Six: Coaching
Module Seven: Staffing and Career Support
Module Eight: Escalations
Module Nine: Support Center Operations
Module Ten: Decision Making
Module Eleven: Performance Management
Module Twelve: Supervisor Strategies
Certification consists of two parts: the course and an online certification exam. The exam is administered over the Internet, may be taken following the course from the candidate's home or office, and consists of 100 exam questions which must be completed within a single 2-hour sitting. The exam is pass/fail, and candidates must achieve at least a 75% score in order to obtain certification. If you do not pass the exam on your first attempt, a second administration can be scheduled for a $79 retake fee. You will receive more exam information on site during the class.
Successful candidates will receive a Certified Support Supervisor certificate from the internationally-recognized Service Capability & Performance (SCP) Standards board. SCP Standard-certified career professionals are recognized and coveted throughout world, serving in internal and external customer support operations of the world's leading software companies, technology organizations, internal IT departments, and consulting firms.
The per student registration fee for this seminar is $1,995, and includes the seminar, course materials, online pre-exam prep course, certification exam, and continental breakfast and refreshments each day. Class begins at 8:30 a.m. and ends at 5:00 p.m. each day. Please arrive at 8:00 a.m. the first day to sign in. Dress is business casual.
Register securely online with confidence or please call (708) 246-0320.
Terms & Conditions
Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.
Seminar agenda and assigned instructors are subject to change.
Public Training Terms & Conditions
Payment is due prior to the seminar.
Public seminar cancellation policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive training credit, less administrative fees of $400 toward any other Resource Center seminar.
In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets.