The OmniTouch & e2i Team Leader Certification Series

The OmniTouch Team Leader Certification Series & Singapore’s Employment &

Employability Agency (e2i) Training Grant

By Daniel OrdDirector, OmniTouch

Welcome

• The role of the Team Leader is the most challenging management role in the Contact or Service Centre environment.

The Reality

• The Team Leader is supposed to translate organizational objectives into action through management of the company’s Frontline/Backline resources.

• Yet they quite frequently find themselves in the middle of it all.

• And many aren’t quite sure of what and ‘what not’ to do to achieve results and still keep their folks engaged

The Challenge

• The irony of the Team Leader role is that the very skills that got them promoted, such as great Quality or Productivity, don’t greatly improve the odds of success in their new role.

The Irony

• Most organizations don’t have formalized Team Leader training in place

• For larger organizations they may not have the expertise across the entirety of the job role

• For smaller organizations they may not the resources in place to provide such training ‘in-house’

The Situation

We developed and deliver a comprehensive series of (6) Team Leader training & certification programs as follows:

Leadership & Engagement for Team Leaders 2 days

How to Monitor & Coach Team Members 2 days

People Management for Team Leaders 2 days

Operations Management for Team Leaders 2 days

Customer Experience for Team Leaders 2 days

Managing Yourself for Team Leaders 2 days

• The curriculum was designed to cover the entirety of the Team Leader’s job role

• Each program addresses a unique set of competencies

• Programs may be taken in any order

• Each program comes with its own unique certification exam

The Solution

The Essentials for the Team Leader Series Certification

with e2i

Here we share key information about the Series

• The Team Leader Certification Series is designed for mid to senior leadership and supporting roles in Contact Centres, Service Centres and Backline Operations and we expect Management & Support Roles to participate as well.

• Any size organization from SMEs up to large Corporates are eligible for the Training Grant for any number of participants.

• A total of 150 places have been funded by e2i and registration can take place anytime from June 2016 up through @ June/July 2017.

• Only Singaporeans and Permanent Residents (PR) are eligible for participation in the series with the training grant.

The essentials

Here we share key information about the Series

• Each Candidate enrolled in the program will complete (6) 2-day programs and a follow up Work Product Assignment to officially certify. – Most of our V1.0 (2014/2015) Team Leader Candidates completed their entire

program within 6 - 8 months.

• The Candidate may begin with any of the 6 programs in the Series and take the programs in any order.

• OmniTouch has scheduled a rotation of 3 - 5 of the Team Leader Training Programs per month beginning with July 2016 and each month thereafter up to November 2017 to help with scheduling and program completion timeframes.

The essentials

Let’s take a look at the V2.0 Grant awarded to OmniTouch for the Team

Leader Certification Series

Budgetary information per individual Candidate enrolled

• The retail value of the 6 classes & Work Product Assignment per individual Candidate is S$6,470.

• To enrol, the Employer will pre-pay S$5,970 prior to the Candidate joining the first of their 6 courses.

Once the Candidate successfully completes the full Series (6 classes + Work Product Assignment) e2i will reimburse 50% of the fees or S$2,985 .

So the final outlay made by the Employer for each Certified Candidate is S$2,985 which equates to less than S$250 per day of training!

The training grant / subsidy

Program information

The Training & Certification Series will equip each Candidate with the knowledge, skills & attitudinal requirements across the entirety of the Team Leader job role.

• 12 days of training (6 classes - each 2 days in duration)

• (6) Certification examinations (one for each of the 6 classes)

• A post Training Series 'Work Product Assignment' project

• Interaction and support amongst dozens of other Candidates passing through the same Series

• An unparalleled learning experience with a maximum of 10 – 12 participants per class

• Delivery provided a well-recognized and respected global expert in Contact Centres & Service environments – Daniel Ord

The training grant / subsidy

Class schedules

Schedules for the Team Leader Series Classes are up on our website from July 2016 through to November 2017 and can be viewed here:

http://www.omnitouchinternational.com/index.php?option=com_seminar&task=List_seminar&country=165

You may also view further information on the OmniTouch Team Leader Certification Series & associated e2i Training Grant at the same link:

http://www.omnitouchinternational.com/index.php?option=com_seminar&task=List_seminar&country=165

Class schedules and more information

Thank You!

The OmniTouch Centre for Service Excellence530A Geylang RoadSingapore 389486

+65 9838 2353

[email protected]@omnitouchinternational.com