HDI Training Course Details

Member Price: $1,495.00 (USD)

Price: $1,595.00 (USD)

HDI Support Center Team Lead

03/22/2010 - 03/23/2010
8:00AM - 5:00PM

Sheraton Gateway Los Angeles
6101 W. Century Boulevard,
Los Angeles, CA 90045

Course Description

The support center team lead serves as the communication link between the team and the manager as well as the first point of internal escalation for the customer.

HDI Support Center Team Lead training ensures that participants 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.

What You Will Learn:

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 Should Attend:

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

Download Support Center Team Lead Course Brochure

Course Cancellation Policy

Full payment is required prior to attendance. In rare instances, a course may be rescheduled or cancelled. HDI will provide at least 10 days notice. In this event, Client may receive a full refund, or take a credit toward another HDI course. HDI cannot be held responsible for penalties resulting from travel arrangements. Clients cancelling their registration with less than four weeks notice will be subject to a $150.00 USD course processing fee. Clients cancelling their registration within two weeks of course start date and no shows will pay full course rates.

If weather conditions dictate that we have to cancel a training course with short notice, we will immediately release an email letting the participants know. An announcement will also be made available by clicking on the course details available on HDI’s course schedule http://www.thinkhdi.com/certification/trainingCalendar/. Generally the decision will be made the day prior to the start of the course. Under certain circumstances we may have to withhold the decision to cancel a course until the last minute, due to the instructor’s ability to make it to the training facility. For courses starting on a Monday, please make sure to check your email and the HDI website on Sunday evening.

In the event that we do have to cancel a training course at the last minute, your HDI account manager will contact you via phone call to either reschedule you in to an alternate course or provide you with a full refund of the course price.

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