Operations Supervisor Course
What will I learn?
Take your call centre career to the next level with our Operations Supervisor Course, designed to improve your skills in monitoring and evaluation methods, benchmarking, and performance analysis. Master key call centre KPIs like Average Handling Time, First Call Resolution, and Customer Satisfaction Score. Learn to optimise processes, use technology effectively, and develop good training programmes. Get good at preparing reports and communicating with stakeholders, and create solid implementation plans with risk management and resource allocation strategies.
Apoia's Unique Benefits
Build skills
Enhance your practical skills in the areas listed below
Master evaluation metrics: Improve call centre performance with accurate metrics.
Optimise processes: Streamline operations for efficiency and effectiveness.
Analyse performance gaps: Identify and address areas that need improvement.
Craft clear reports: Communicate insights with structured, concise reports.
Understand KPIs: Use 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 it offers practical and relevant knowledge for your professional journey.