This Supervisor Certification course covers the ingredients for great supervisors and exceptional supervisor-led teams. The course both makes the participant step back and look at the supervisor role from a higher level, and explores the day-to-day interactions that make all the difference for success.

As a result of this course, participants should:

• Gain added insights on their leadership role as a contact center supervisor
• Understand what motivates agents to perform at their best
• Hone time management skills for the benefit of agents and the team
• Be able to explain and implement best practices goal setting
• Identify listening skills and communication styles that are key to smooth functioning of supervisor teams
• Learn how to organize and execute coaching sessions
• Understand how to optimize agent performance
• Know how to build effective teams that engage agents and produce superior results
• …and more.