Program Overview
This online program equips individuals with the skills to manage call centers and customer service departments effectively. It covers key aspects such as planning, team management, performance evaluation, and emerging technologies. Graduates can pursue careers in call center management, talent management, and sales, enhancing their leadership qualities and commercial goals. The program includes a Harvard Business Publishing Education course on conflict resolution and provides personalized support throughout the learning journey.
Program Outline
Degree Overview:
The course is designed for individuals seeking to pursue careers in call center management, talent management, and achieving commercial goals within a call center or customer service department. It aims to equip participants with the skills to set objectives, establish KPIs, measure results, make informed decisions, manage teams effectively, and develop leadership qualities to achieve commercial objectives.
Outline:
The course is structured into eight modules:
- Module 3: Understanding Call Center Dynamics: This module explores the technology and terminology used in call centers, as well as the customer experience within the call center environment.
- Module 4: High-Performing Teams in the Call Center: This module covers team selection, training, motivation, creating a call center culture, continuous improvement, and change management.
- Module 6: Technologies: CRM and Others; Virtual Assistants: This module explores CRM systems, such as Salesforce.com, and other technologies, including virtual assistants. It includes self-assessment tests with two attempts per test.
Careers:
Upon completion of the course, graduates can pursue career opportunities such as:
- Head of Sales
- Team Leader
- Sales Director
- Business Development Manager
- Sales Consultant
- Entrepreneur in the Sales Field
Other:
The course includes the Harvard Business Publishing Education's "Difficult Interactions" course, which teaches effective communication and conflict resolution skills. Upon completion, students receive a personalized certificate and a digital badge from Harvard.
