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General Onshore Training

HDI Support Center Team Lead (HDI500)


Description
This course is to help you prepare to take the HDI Support Center Team Lead certification exam.

Support center team leads serve as the communication link between the team and the manager as well as the first point of internal escalation for the customer.

Prerequisite: Team Lead - Communication and Team Lead - Leadership
Content
  • Unit One - Support Center Overview
  • Unit One - Support Center Overview
  • Activity: Identify your Stakeholders
  • Unit One - Review Assessment
  • Unit Two - Role of Support Center Team Lead
  • Unit Two - The Role of the Support Center Team Lead
  • Discussion: Great Leaders
  • Unit Two: Review Assessment
  • Unit Three - Business Planning and Strategy
  • Unit Three - Business Planning Strategy
  • Activity: Mission Statements
  • Unit Three - Review Assessment
  • Unit Four - Support Center Processes
  • Unit Four - Support Center Processes
  • Discussion: Security Policies
  • Unit Four - Review Assessment
  • Unit Five - Service Deliver Methods & Technology
  • Unit Five - Service Delivery Methods Technology
  • Discussion: Support Delivery Methods
  • Unit Five - Review Assessment
  • Unit Six - Workforce Management and Training
  • Unit Six - Workforce Management and Training
  • Discussion: Recruitment
  • Skills Gap Analysis
  • Skills Gap Analysis Results
  • Unit Six - Review Assessment
  • Unit Seven - Communication & Coaching
  • Unit Seven - Communication and Coaching
  • Activity: Identify your learning preference
  • Identify your learning preference results
  • Unit Seven - Review Assessment
  • Unit Eight - Teamwork, Motivation & Retention
  • Unit Eight - Teamwork, Motivation, Retention
  • Discussion: Motivation
  • Unit Eight - Review Assessment
  • Unit Nine - Metrics & Quality Assurance
  • Unit Nine - Metrics and Quality Assurance
  • Discussion: Metrics
  • Unit Nine - Review Assessment
  • Final Assessment
  • HDI SCTL - Final Assessment
  • Assignment - HDI Certification Score
  • Certification Exam Expecations
  • HDI Support Center Team Lead (HDI-SCTL)
  • HDI - SCTL Certification
Completion rules
  • All units must be completed