The Support Center Team Lead serves as the communication link between the team and the manager and is the first point of internal escalation for the customer.
HDI Support Center Team Lead training ensures that you learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management and leadership skills.
This course is designed to assist you in preparing for the HDI Support Center Team Lead (HDI-SCTL) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase, and you must take the exam within 12 weeks of course completion.
Essential team lead management and leadership skills
The importance of service level agreements and operational level agreements
The ITIL processes of incident, problem, change, release, asset, and configuration management
An overview of security management and knowledge management
Strategies for managing conflict
The essentials of people management: hiring, scheduling, evaluating, and retaining employees
An eight-step method for effective coaching
Proven team building and motivational techniques
Essential performance metrics and key performance indicators
Who Can Benefit
Technical support professionals who must understand support center processes and best practices and master important daily functions, such as quality assurance monitoring, coaching, and escalation management
Individuals who are preparing for the HDI Support Center Team Lead certification
https://www.exitcertified.com/training/specialized/it-tech-support/support-center-team-lead-9575-detail.html2538Specialized - HDI Support Center Team Leadhttps://assets.exitcertified.com/assets/CourseImages/86d6775389/AdobeStock_268298849__FitMaxWzEwMDAsMTAwMF0.jpg1695.00USDInStock/Training/Specialized/IT SupportThe Support Center Team Lead serves as the communication link between the team and the manager and is the first point of...1695.00SpecializedClassroom2011-02-01T15:31:02+00:00