I have been appointed to lead a group of external consultants to devise and deli

Question

I have been appointed to lead a group of external consultants to devise and deliver a new learning programme for a new service call centre employing a staff of 250. The programme is aimed at a goup of 36 newly appointed supervisors who work in the call centre which operates 24 hours a day, 7 days a week.. show the framework of a learning programme that takes place during the supervisors' first month of employment. A plan for the month's training including a set of learning objectives and justification of the learning method adopted. The majority of training is in a simulated or actual work environment.

Explanation / Answer

The program combines the fundamentals of the call center’s unique operating environment with general leadership and coaching skills to provide call center supervisors with a curriculum that is specifically suited to them. Through this development program, supervisors will learn the skills necessary to lead their teams to success.

Designed for new supervisors, as well as those with more experience, who need further training in the fundamentals of the call center’s unique operating environment and who need to:

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