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Operations Supervisor Course

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What will I learn?

Elevate your call centre career with our Operations Supervisor Course, designed to enhance your skills in monitoring and evaluation techniques, benchmarking, and performance analysis. Master key call centre KPIs like Average Handle Time, First Call Resolution, and Customer Satisfaction Score. Learn to optimize processes, leverage technology, and develop effective training programs. Gain expertise in report preparation and stakeholder communication, and create robust implementation plans with risk management and resource allocation strategies.

Apoia's Unique Features

Online and lifetime access to courses
Certificate compliant with educational standards
Printable PDF summaries
Online support available at all times
Select and arrange the chapters you want to study
Set your course workload
Instant feedback on practical activities
Study anytime, no internet required

Develop skills

Strengthen the development of the practical skills listed below

Master evaluation metrics: Enhance call centre performance with precise metrics.

Optimize processes: Streamline operations for efficiency and effectiveness.

Analyze performance gaps: Identify and address areas needing improvement.

Craft clear reports: Communicate insights with structured, concise reports.

Understand KPIs: Leverage key performance indicators for strategic decisions.

Suggested summary

Workload: between 4 and 360 hours

Before starting, you can change the chapters and the workload.

  • Choose which chapter to start with
  • Add or remove chapters
  • Increase or decrease the course workload

Examples of chapters you can add

You will be able to generate more chapters like the examples below

This is a free course, focused on personal and professional development. It is not equivalent to a technical, undergraduate, or postgraduate course, but offers practical and relevant knowledge for your professional journey.