Operations Supervisor Course
What will I learn?
Improve your career at the call centre with our Operations Supervisor Course, designed to enhance your skills in monitoring and evaluation methods, benchmarking, and performance analysis. Master important call centre KPIs like Average Handle Time, First Call Resolution, and Customer Satisfaction Score. Learn to improve processes, use technology effectively, and develop good training programmes. Get expertise in report preparation and communication with stakeholders, and create strong implementation plans with risk management and resource allocation strategies.
Apoia's Unique Features
Develop skills
Enhance your development of the practical skills listed below
Master evaluation metrics: Improve call centre performance with accurate metrics.
Improve processes: Streamline operations for efficiency and effectiveness.
Analyse performance gaps: Identify and address areas that need improvement.
Create 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 modify 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.