Business acumen is a core competency for operational team leaders and managers, yet it's missing in many of today's leadership groups.

Course Details:

This course enables you to develop the core business acumen competencies every team leader and team manager needs in an operational environment. By understanding and applying these core business skills at the team level, you can elevate your effectiveness as a leader in your organisation, and even take that next critical step in your career!

Filled with contact centre specific theory, examples, activities and resources, this course takes learners approx. 4.5hrs to complete - designed as self-paced learning with access to the BBB Team when you have questions or need help, you can move through this at your own pace and come back to revisit again and again.

Course Modules:

1. Understanding Performance and Success Measures
2. Reading and Acting Upon Data to Improve Performance
   

Course Inclusions:

• Contact Centre specific online self-paced learning content, examples, case studies, clips, activities, quizzes, tools, etc. accessible anytime
•  1 x 45min individual coaching session with a member of the BBB Team (you choose the date & time)
• Unlimited chat access to a member of the BBB team to help you with questions while you learn
•  Access to this learning content and portal for as long as you need to complete the course, plus another 3 months after completion
• Certificate of completion
•  Optional: Facilitated workshop - face to face or virtual (location dependent) 

Learner Outcomes:

• Learn the various metrics of a contact centre and the measures of success for a centre as a performing business
• Become aware of which metric promotes what result, and what is the responsibility of who in the centre
• Understanding what metric result to look at and be aware of and why the relationship between a metric and the behaviours, actions that produce the measured results
• Identify the key indicators of performance at the centre, team and individual levels
• Apply metric knowledge relevant to front-line team performance to monitor, promote and build capability within the team to support overall centre results
• Know how to use reports and data to drive, maintain and improve individual and team performance that supports centre performance
  

Pricing:

$460 per person (+GST)

ARE YOU AN AUSCONTACT ASSOC. MEMBER? RECEIVE A 5% DISCOUNT PER PERSON IN SUPPORT OF OUR INDUSTRY.

How to Register

OR

Contact us to discuss or register your interest and start elevating your leadership effectiveness:

P: 0401 228 316 or 0408 889 209

E: [email protected]

How and when is training delivered?

You choose when to start - we have everything you need to start learning and elevating your leadership capability and outcomes, ready to go!

Once your training is confirmed, we'll show you how and where to start, how to optimise your learning, how to contact us, and share how to book in for your coaching session.

With the tailored training program/course option, the dates and times for each workshop and coaching session is scheduled and agreed upon by both parties.

Why learn with BBB Advisory?

We've been there...

We are experienced leaders and managers of various contact centres and shared services teams ourselves, and have worked across a multitude of industries - we know what works and only train the methods, models and frameworks we know are proven and effective.

We know the challenges

We understand each leadership and team manager role can be slightly different in role responsibilities and deliverables, from one business to another - so our training is highly flexible, and the outcomes vary in competency levels from the new leader/manager, to experienced and some are even suitable for the aspiring leader.

We are all about the relationship

We aim to give you real skills that really work... with real people! Being an operational leader means you have the most influence on your team's performance, and you will be the one who leads them to success or failure. So we have woven the human element into all of our training, and in fact we include supportive coaching with a BBB team member so we can help you learn, apply, implement and be successful in your development.

Can I have a program to suit my organisation?

Of course - in fact many of your clients prefer this option.

We're keen to ensure your leaders and managers have the best methods, models and tools trained in ways that make it easy for them to apply and benefit from, and that are aligned to your organisation.

We can develop and deliver any of our courses with your business values, culture and customer in mind, and ensure the training is as relevant as possible for your leadership group.

So get ready to take your leadership experience and capability to the next level - talk with us, and we will help you locate the right development at the right competency level that is right for you!