Equips Support Centre Managers with the skills necessary to effectively manage the challenges of the most complex support operations
Support Centre Manager


The Support Centre Manager training is designed for both experienced and new support centre managers. The training equips Support Centre Managers with the required competencies to manage customer requests and expectations, evaluate and manage their support centre team, and apply service knowledge to continuously enhance their team’s activities.

The practical tools and exercises in the training will improve the Support Centre Manager’s ability to lead the support centre team and ensure they deliver superior customer experiences.

Objectives of the training

In this training participants will learn more about the definition and purpose of the Support Centre Manager role, and the required competencies to fulfil this role successfully.

After this training, participants will be able to:

  • Lead the support centre team in a motivating way to drive the desired behaviour
  • Manage changes to continuously drive team performance
  • Coach the (virtual) support centre team and manage their development
  • Deal with customer escalations and develop a working relationship with customers as a manager
  • Understand the difference between products and service and articulate the value of service to employees and customers
  • Calculate typical support centre metrics and analyse metrics to identify performance improvement opportunities
  • Prepare and monitor the budget of a support centre organisation

Training outline

The training consists of the following modules:

  • How to use technology in a support centre organisation
  • How to be effective in time management
  • How to manage yourself and projects successfully
  • Analytical skills
  • How to use performance management
  • How to prepare and use a budget
  • Coach, evaluate and manage from a distance
  • Engage people in a change
  • Service Knowledge
  • Communicate with customers and colleagues
  • Customer and escalation management
  • Why customer experience is important
  • How to develop conceptual thinking

Training Features

Language: English (other languages upon request)

Price: Online Self-Paced: € 1,950

Online Coach-led: € 2,950

In-house: On-request

Duration: +/- 30 hours of self-learning that can be spread over one year

For whom: new and experienced support centre managers

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