Operations Supervisor Course
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 Handling Time, First Call Resolution, and Customer Satisfaction Score. Learn to optimise processes, leverage technology, and develop effective training programmes. Gain expertise in report preparation and stakeholder communication, and create robust implementation plans with risk management and resource allocation strategies.
Apoia's Differentials
Develop skills
Strengthen the development of the practical skills listed below
Master evaluation metrics: Enhance call centre performance with precise metrics.
Optimise processes: Streamline operations for efficiency and effectiveness.
Analyse 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 adjust 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.