BPO Operations Leadership
25 min5 sessions
business
Learn the essential skills to lead a successful BPO operation, from managing teams and tracking performance to optimizing customer experience and retaining talent.
What you'll achieve
Explain key BPO performance indicators like AHT, CSAT, and FCR and their impact.
Understand the principles of workforce management, including forecasting and scheduling.
Apply effective quality monitoring techniques and coaching methodologies to improve agent performance.
Identify common causes of attrition and implement strategies to improve team retention.
Develop a holistic understanding of BPO operations, connecting various functions for optimal results.
Practice decision-making and problem-solving in typical BPO leadership scenarios.