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HDI Support Center Team Lead

HDI Support Center Team Lead

GK# 2538

Course Overview

The Support Center Team Lead serves as the communication link between the team and the manager and is the first point of internal escalation for the customer.

HDI Support Center Team Lead training ensures that you 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.

This course is designed to assist you in preparing for the HDI Support Center Team Lead (HDI-SCTL) certification exam. Instructors reinforce core concepts of the certification standard and provide skills-building opportunities. The certification exam is included with your purchase, and you must take the exam within 12 weeks of course completion.

Delivery Format Options

  • Classroom Live

    Classroom Live

    Receive face-to-face instruction at one of our training center locations.

    From

    $2295 CAD

    2 day

  • Virtual Classroom Live

    Virtual Classroom Live

    Experience expert-led online training from the convenience of your home, office or anywhere with an Internet connection.

    From

    $2295 CAD

    2 day

  • Self-Paced

    Self-Paced

    Recordings, hands-on labs and expert instructors empower you to train on your own schedule.

    From

    $1080 CAD

    1 day

  • Private Group Training

    Private Group Training

    Train your entire team in a private, coordinated professional development session at the location of your choice.

    Receive private training for teams online and in-person.

Request a date or location for this course.

What You'll 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 Needs To 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