The purpose of this seminar is to acquire the knowledge and skills of the process of leadership, understand how to apply them within the call centre environment and to produce an effective leader capable of developing and leading a high performing team.

Designed for

Team members and staff who lead a team, but particularly those in first line supervision or management.

Learning Outcomes

Understand the functions of leading and managing, assess the mix of each in different roles and plan changes.

Recognise that leading means learning from experience and using learning reviews with the team.

Recognise an individually preferred style of leadership, but also learn to use the style most appropriate for each situation.

Motivate staff to contriubte and engage in effective teamwork.

Understand the change process and lead the team through it.

Achieve an effective balance of focus on the needs of individual team members, on teamwork and on getting the job done.

Stimulate and apply creativity to team tasks and processes.