HDI Support Center Team LeadTraining Class (HDI-SCTL)

Certification
This certification verifies that support professionals in a team lead or supervisor role possess the fundamental management and leadership skills necessary to provide operational support to the organization and the coaching skills to promote staff development.

Training
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.

cation Exam

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