OmniTouch Team Leader Series & Certification

& Singapore’s e2i (Employment &

Employability Agency)

Professional Development Grant

Daniel OrdOmniTouch

• The purpose of this document is to share the Singapore Government’s available training subsidy for OmniTouch’s Team Leader Series

• This document provides an overview of the Series

• This document provides an overview of the terms for obtaining the 50% grant

The PurposeThe Purpose

• The role of the Team Leader, also known as the Supervisor or Team Manager, is the most challenging management role in a Contact Centre.

• The Team Leader is required to translate organizational objectives into action through management of the company’s resources, generally the Frontline Agents.

• The Team Leader, as a Leader, is asked to inspire, engage and collaborate with Frontline Agents so that the Agents bring all of themselves to their work

• Thus the Team Leader finds themselves quite frequently in the middle between the Organization and its Frontline Employees.

The Team Leader SituationThe Team Leader Situation

• The irony of the Team Leader role is that the very skills that got them promoted don’t specifically relate to the needs of their new job role – namely having great individual Productivity and great individual Quality

• The Team Leader role is the most underserved role ‘training-wise’ with significant consequences for Contact Centres and the industry.

• In our 15 years of experience we often find that Team Leaders aren’t ‘great’ at having the conversations that they need to have with the people who work for them – whether those conversations revolve around Praise, Corrective Action, Setting Boundaries, Identifying Strengths & Weaknesses and more – it’s about more than just asking someone to work overtime.

The IronyThe Irony

Over the past 9 years, OmniTouch has developed and delivers a comprehensive suite of (6) Team Leader training & certification programs as follow:

How to be a Great Team Leader (Leadership & Engagement) 2 daysHow to Monitor & Coach Agents to Effective Performance 2 daysPeople Management for Team Leaders 2 daysOperations Management for Team Leaders 2 daysCustomer Experience for Team Leaders 2 daysManaging Yourself for Team Leaders 2 days

Each program addresses a unique set of competencies Programs may, in principle, be taken in any order Each program comes with its own unique certification exam Programs are designed specifically for Team Leaders though we often have

management participants – particularly for smaller Centres

The Solution The Solution

Understanding how to access & benefit

from the grant

• E2i is a strategic partner of the WDA in the national Continuing Education & Training (CET) initiative.

• The purpose of the grant provided for OmniTouch’s Team Leader Series is in line with CET’s objectives.

• Participants who successfully complete the journey prescribed will represent role models in the industry and will be able to demonstrate proven performance improvement in their work.

• E2i has supported OmniTouch training in the past we are thrilled at the recognition of the importance of the Team Leader Role

Why e2i?Why e2i?

This information is related to how to ‘enrol’ and utilize the e2i grant

•The program is limited to a maximum of 30 participants in Singapore - must be Singaporean or Singapore PR

•Each participant must take all 6 programs and successfully pass the certification exam for each program – the first intake date is June 2014 and the last intake date is March 2015

•Programs are available in OmniTouch’ Public Series – our public programs have already been scheduled at a rate of (1) Team Leader course per month at our office – this grant is not available for ‘in-house’ delivery

•The total grant provided by e2i for each participant is S$2,850 or 50% of total training fees of S$5,700 across all 6 programs

•The ‘out of pocket’ investment per individual is S$2,850 which covers 12 days of training & certification across a specialized series of industry programs (or less than S$250 per day).

The essentialsThe essentials

This information is related to how to ‘enrol’ and utilize the e2i grant

•The grant period begins 1st May, 2014 and expires 31st March, 2015

•OmniTouch recommends that any organization that seeks to take advantage of this opportunity to enrol one or more of its Team Leaders choose their entrants very carefully. This opportunity would represent a significant recognition and opportunity for developing Team Leaders in the industry.

•Grants do not apply for any candidate that ‘drops out’ at any time during the process and candidates cannot be ‘swapped’.

•The organization will be required to ‘report in’ that the Team Leader candidate has indeed ‘improved’ as well as describe the type(s) of improvements noted

•The candidates enrol for WSQ HR courses to complete their qualification for e2i in Human Resources

More essentialsMore essentials

The OmniTouch Team Leader Series of

Training Programs

This program focuses on leadership & engagement and addresses:

Team Leader roles & responsibilities Managing knowledge workers & different generations Understanding the role & dynamics of ‘engagement’ Leadership, management & business strategy Defining the Success Profile for Team Leaders

How to be a Great Team LeaderHow to be a Great Team Leader

This program focuses on the most important people development process in the Contact Centre:

The role of Team Leaders vs. the role of QA Strategic objectives for monitoring The classic forms of monitoring Defining transactional coaching The 7 Step Process for Coaching Dealing with barriers to performance Improving results

How to Monitor & Coach AgentsHow to Monitor & Coach Agents

This program focuses on critical people management processes that typically involve Team Leaders:

Hiring right – what to know for Contact Centres Understanding retention strategies Understanding attrition Improving results with data driven performance Dealing with difficult people situations How to run Team meetings How to deliver Performance Reviews Improving your communication

People Management for Team LeadersPeople Management for Team Leaders

This program focuses on the important operations knowledge and processes Team Leaders need to succeed in this environment:

Understanding the drivers of Customer Wait Time Defining & using accessibility KPIs Defining efficiency & productivity for Contact Centres Defining strategic KPIs to meet organizational objectivesThe Contact Centre Planning & Management Process and the Team

Leader’s role in the process Appreciating Contact Centre technology

Operations for Team LeadersOperations for Team Leaders

This program focuses on understanding Customer Expectations, Satisfaction, Loyalty, Profitability & the Customer Experience itself

Examining the most common Customer Expectations Understanding the Expectations Cycle The value of Customer Satisfaction & Loyalty How Satisfaction is measured – understanding Survey Processes Improving our ability to satisfy Customers Defining the Customer Experience Steps to achieve the Customer Experience Our critical role in Customer Experience

Customer Experience for Team LeadersCustomer Experience for Team Leaders

This program focuses on understanding yourself and keeping yourself ‘fit & ready’ in your role:

Stress management for Team Leaders Understanding and using theLaws of Team Leadership Change management principles & practices Self-renewal

Managing Yourself for Team LeadersManaging Yourself for Team Leaders

Thank You!The OmniTouch Centre for Service Excellence

The Atrium530A Geylang RoadSingapore 389486

+65 6324 4844

daniel.ord@omnitouchinternational.comwww.omnitouchinternational.com