HDI Support Center Team Lead

Buy Now	Online Course	HDI Members	Non- Members	Includes Exam
	HDI Support Center Team Lead	$645	$695

Give your front line analyst the skills to succeed.

The support center team lead serves as the champion for the customer and the focal point for support center analysts. For this reason, a team lead must be customerfocused, be able to drive change and process improvements, provide training, and deliver customer support. The HDI Support Center Team Lead course is designed for support center professionals who have been or will be promoted to a team lead position and require fundamental management and leadership skills for their increased responsibilities.

What You Will Learn:

Best practice standards for support center operations
Effective leadership and management skills
Fundamental team building and mentoring strategies
Conflict and stress management skills
An 8-step method for coaching team members
How to evaluate team performance using support center metrics, quality assurance monitoring, and key performance indicators (KPIs)
Knowledge management methods to improve productivity and increase employee and customer satisfaction

Course Details

Seat Time: 10–12 hours
Pre-requisites: None
Certification: HDI Support Center Team Lead
Who should participate: Experienced support center analysts, supervisors, and team leaders who want to improve their management and leadership skills. Those seeking HDI Support Center Team Lead Certification.

Technical Specs

Operating System	Windows 2000/XP/Vista
RAM	Minimum: 500 MB, Recommend: 1.0 GB
Browser	IE6, IE7
Bandwidth	Minimum: DSL, Recommend: Broadband
Resolution	1024 x 768
Processor	Minimum: 1.0 GHz, Recommend: 2.0 GHz
Plugins	Download Flash (v.7) Download DirectX (v.9) Download Adobe Reader Download QuickTime (v.7)