Operations Supervisor Course
What will I learn?
Improve your career in a call centre through our Operations Supervisor Training Programme, designed to improve your skills in monitoring and evaluating performance, benchmarking against best practices, and analysing performance. Learn the important call centre KPIs like Average Handling Time, First Call Resolution, and Customer Satisfaction Score. Learn to make processes better, use technology effectively, and develop good training programmes. Become skilled in preparing reports and talking to stakeholders, and create strong implementation plans that consider risk management and how to use resources well.
Apoia's Unique Offerings
Develop your skills
Enhance your practical skills listed below
Master evaluation metrics: Improve call centre performance using specific metrics.
Optimise processes: Make operations more efficient and effective.
Analyse performance gaps: Find and fix areas that need improvement.
Craft clear reports: Communicate important points through well-structured and easy-to-understand reports.
Understand KPIs: Use key performance indicators for making strategic decisions.
Suggested summary
Workload: between 4 and 360 hours
Before starting, you can change the chapters and 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 similar to the examples below
This is a free course aimed at personal and professional development. It is not equivalent to a technical, undergraduate, or postgraduate course, but provides practical and relevant knowledge for your professional journey.