The Essentials for Team Leaders Program
Many organisations promote their leaders from within their existing talent - great for the leader but not so great for the team members if that leader hasn't had training.
This program focuses on the essential core skills, methods and practices every Contact Centre Team Leader (and Manager) needs to create or improve productivity, consistency, engagement and sustained wellbeing - whether your people are office-based, remote or hybrid.
"Get the fundamentals down and the level of everything you do will rise"
- Michael Jordan
The Program
This program enables you to develop and strengthen the essential attributes, skills and practices every Contact Centre Team Leader and Team Manager needs in an operational contact centre environment.
Every learning example, scenario, resource, template, etc. is based upon the contact centre environment - helping our learners relate better, develop better and do better.
Suitable for Team Leaders and Team Managers who:
- are new to the role
- existing in their role but haven't received any training
- want to create a high performing and capable team
- struggle to engage team members in building skills and competency
- lack team accountability or have poor performers
- want to develop their management capabilities
This program consists of 5 course units:
- The Essential Behaviours & Attributes of Today's Team Leader
- Motivate with Team Planning & Employee Engagement
- Business Acumen for Team Leaders
- Effective Communications & Conversations
- Developing Your Team Members
For course content and information, learner outcomes and more, download the program PDF:
Duration
This program takes 4-6 months to complete depending on how quickly leaders wish to work through each course, the content and activities.
You will have access to the platform for 12 months from program commencement, and can revisit a course or module and access learning resources at any time, even after you complete your learning.
The Learning Space platform is accessible via your smartphone and tablet, so you can choose to move through at your own pace and learn quicker or slower; it's your choice.
Pricing
$2,100 per person (excluding GST)
Your enrolment includes:
- 5 x online self-paced learning courses (each course consists of 2 x eLearning Modules)
- Learning resources, videos, activities, articles, quizzes, tools and templates accessible anytime
- 4 x supportive coaching sessions (you choose dates & times)
- Individual Leadership Assessment Report (provided before program commencement)
- Ongoing support - with unlimited chat access to a member of the BBB team to help you with questions while you learn
- Learner progress report each month
- Program completion certificate
- Access to learning portal for 12 months upon program commencement.
- OPTIONAL: facilitated learning workshops either face to face or virtual
Are you an Auscontact Association Member? Receive a 5% discount per person.
Program Contents
This program consists of five eLearning courses and four coaching sessions:
(Each course below takes learners approx. 4 hrs to complete the study and application of activities - learners can revisit each of these courses at any time)
OR
Contact us to discuss or register your interest and start elevating your leadership effectiveness.
P: 0401 228 316 or 0408 889 209
Real Experience for Real Skills
The BBB Advisory team are experienced consultants who have each led and managed at all levels across all sectors ourselves. We have proven results particularly in contact centres and shared services teams, and we develop our courses to what we know is relevant and relatable.
Learning that Sticks
We are experts in creating learning that truly transfers the knowledge and skills leaders and managers need to create high performing, accountable and responsible teams.
All courses are interactive, engaging and include supportive coaching sessions, access to the BBB Team anytime for ongoing support, and optional facilitated workshops, enabling you to optimise your learning and apply it with positive and sustained outcomes for your people, customers and business.