Desk Team Lead Training and Certification
Instructor led 2-day training & certification exam, $1695
The customer support team lead serves many important roles in the support center. For help desk customers, the support team leader is a customer advocate. For support center professionals, the team leader is a organizational role model and a source of instruction, motivation, inspiration, guidance, and confidence. And, for the organization, the team leader is management's agent for communicating and effecting company strategy and initiatives at the team level. For these reasons, a team lead must be technically savvy, customer-focused, and also be able to step away from the day-to-day operations to initiate change and process improvement.
This two-day instructor-led training course is designed to reinforce core concepts and provide skill-building opportunities. Additional role-playing exercises and relevant group interaction with dynamic instruction ensures a powerful and comprehensive learning experience.
What You Will Learn
Following completion of the course, participants will have an opportunity to take the Team Lead certification exam. Certification ensures that support professionals possess advanced skills for providing excellent customer care, as well as an established and highly marketable skill set that will be valued by management in performance and salary evaluation. Becoming a Certified Team Lead also provides a career boost, heightening your confidence and motivation. And, customers, peers, and management will respect your credentials.
Who Should Participate
This course is for 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.
Overview of the Help Desk
Business Planning and Strategy
Help Desk Processes
Service Delivery Methods and Technology
Recruitment and Training
Communication and Coaching
Teamwork and Retention
Quality Assurance and Marketing
Once the course is completed, you have an opportunity to earn your Team Lead certification. The Team Lead certification exam is included in your purchase, and you must take the exam within 12 weeks of course completion.
The Team Lead Certification consists of two parts: class attendance and a certification exam. The exam covers the help desk practices and processes presented in class and is available on the web. Should you fail to achieve passing marks, an instructor will review your exams with you and help you plan for success on your next attempt.
The per student registration fee for this option is $1695.
Register securely online with confidence or please call (708) 246-0320.
Terms & Conditions
Payment is due prior to the seminar.
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
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 $100. 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 $100 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.