Support Operations Manager

    

Summary:
Customer Support and Technical Support departments are often the sole connection between the organization and the customer. Managers in these departments are often under the gun to maintain both customer loyalty and good working relations with departments that support their effort. Amid all this they must balance the needs, efficiencies, competencies, and productivity of their own people. In today's increasingly complex IT environment, it is crucial for support managers to provide unsurpassed technical and customer service. Support Operations Manager training will prepare you to meet this challenge. The training is designed for entry-level support operations managers, but will benefit even the most experienced manager or supervisor. You will learn how to build a business infrastructure, an unsurpassed support team, and a technology infrastructure. You will also learn how to determine staffing levels how to coach, motivate, retain and schedule employees; how to monitor performance and measure customer satisfaction; how to develop your team's proficiencies, manage workgroups, manage customers through service level agreements, and engage in successful change management and problem management.

Duration:
2 Days/Lecture & Lab

Audience:
The Support Operations Manager class is for help desk, contact center, support center, and call center supervisors and managers. It is designed specifically for managers and supervisors who are responsible for day-to-day support operations. This class is also a prerequisite for SPC Support Operations Manager Certification.

Topics:

• Laying Business Foundations
• Monitoring and Enhancing Team Performance
• Managing Processes

Prerequisites:
There are no prerequisites required for this course, but it is highly recommended that the attendee also attend the Support Operations Team Lead (SOTL) class to build the necessary foundation of leadership.

Last Update: May 22, 2012