Program Details
Objectives :
- To equip participants with the leading principles & practices related to Contact Center People Management.
- To allow participants to gain insights and ideas from the world wide best practice Contact Center People Management.
Outline :
1. Contact Center Organization
- Contact Center Characteristic and Environment.
- Contact Center Organization Structure.
- People Management Process.
2. Develop Job Description
- Job Analysis.
- Writing Job Description.
- Job Specification.
3. Hiring
- Resource Planning.
- Recruitment.
- Selection.
- Placement & Orientation.
4. Learning & Development
- Learning .
- Training.
- Career Development.
5. Building High Performance
- Employee Benefits.
- Building Motivation.
- Building Culture & Team Effectiveness.
- Employee Satisfaction.
6. Turn Over & Retention
- Turn over Analysis.
- Turn over Management.
- Retention Management.
- Reward Program.
Other Information
Target Participants:
- Executive
- Human Resources Contact Center.
- Manager
- Supervisor
Duration : 2 Days Program
