Company

Supervisory Management

Location of Course Nationwide
Methods of Assessment The course is assessed using
• Assignment (30%) Skills Demonstration (70%)
Learning Outcomes • Identify the factors that impact your business both positively and negatively
• Manage people and company resources more effectively
• Identify what drives employees and devise development and management strategies and initiatives.
• Plan for future success – Personal, Team & Company goals and targets
Further Enquiries Siobhan O'Callaghan
Tel: 01 291 1963
Fax: 01 293 8957
Email: siobhan@paramounthr.ie
Entry Requirements •Level 5 or equivalent qualification and/or relevant life and work experience
Course Content On completion of the course learners will:
•Acquire the theoretical knowledge enabling them to understand the role and responsibilities of a supervisor and acquire a range of supervisory and management skills
•Develop knowledge of the key principle and application of communications
•Develop skills in performing the role and applying key elements of employment legislation
•Develop techniques for undertaking operational work planning and control
•Be able to build appropriate plans and schedules for work activities with timescales and measurement criteria
•Develop effective team working and leadership skills for managing people
•Be able to address poor performance issues and achieve satisfactory performance outcomes
Enrolment and Start Dates Comment Courses running on an on going basis for 2012 / 13
FETAC Code L32199: Supervisory Management
Subjects Taught Unit 1 – Induction training
Unit 2 – Organisational Skills
Unit 3 – Supervisory Styles
Unit 4 – Planning Skills
Duration 5 days if classroom or can be done through e learning
Course Fee Price: TBC
Available to Job Seekers: 
No
Certified: 
Yes

Leading Cultural Change

Methods of Assessment Ongoing evaluations with happen through out the course with evaluation forms being completed post each delivery day. A skills audit will also take place near the end of the course to evaluate learning outcomes.
Further Enquiries e: training@ccma.ie
t: 01 291 1960
Course Content Programme Overview
Enable a change in culture from a traditionally customer service orientated call centre to a call centre where customer service, efficiency and sales conversion have equal focus.

Make TLs the drivers of this cultural change by developing their coaching and performance management skills to ensure that all frontline and Support Customer Service Representatives (CSRs) achieve optimum levels of efficiency and sales conversion while providing an excellent standard of customer service.

Who is this Course For?
For Participants who currently work in or wish to work at team leader level or equivalent in a call centre with leaving certificate or equivalent standard.

Learner Support:
Our Tutors & Training Staff are available to support learner via telephone and / or email throughout the duration of the course programme.

Subjects Taught A modular course covering the following areas:
• Diagnostic and design work
• Masterclass 1 – “Leading Yourself”
• Masterclass 2 – “Leading The Team”
• Masterclass 3 – “Leading the culture change, giving life to the sales to service model”
• Skills Audit
Duration 3 days
Available to Job Seekers: 
No
Certified: 
No
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