Team-Manager Certification Programme

The Central College Team-Manager Certification Programme

The Central College Team-Manager Certification Programme, is an 8 week intensive programme carried out while the team-manager is at work and designed to lift the team-manager’s effectiveness in their role by 30%.

Again and again research has shown the largest single factor in staff performance is the behaviour of their immediate first line manager. "Teams with effective first-line managers often outperform the average of their group by two or three times."

Why?

Most of the team-managers in a contact centre environment have reached their position because of exceptional ability with customers. They exemplify how the company wants to do business and often have many customer commendations behind them. But the best do more, enabling their team to perform - not just themselves.

Requirements

Participation in the course will require team-managers to attend 2hrs per night for four evenings per week for six weeks in college. The last two weeks of the programme are spent on-site in the adviser environment, preparing and running training sessions with advisers.

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