Leading a team of individuals with a mixture of ability and personalities can be challenging.

Empower your leaders and give them the opportunity to learn and develop new skills on this one day workshop. This in-person training course will provide contact centre managers and team leaders with practical skills for effective performance management.

The Leading for High Performance workshop is taking place at Peninsula’s contact centre in the heart of Manchester. Peninsula is an award-winning HR and Employment Law service – they will share their experiences and advice for getting performance management right, and the impact it can have.

Delegates will learn skills and techniques for managing a team in the office, hybrid or remotely, how to create a performance driven culture, the use of KPIs to motivate and how to manage underperformance.

Course Description

This full day course will help you understand what drives a performance culture and your role in this. We will consider the varying components in driving performance and addressing underperformance, and how to diagnose the root cause in order to embark on the right course of action.

You will learn how to give feedback effectively and utilise performance improvement and development plans. We will also review the full planning cycle that should take place within an organisation and examine what performance management actually is.

We will also look at it from a manager’s perspective to understand the role you play in how you treat and communicate with your team members, looking at the importance of coaching, what is involved and focusing on how to make employees feel engaged and valued through training, feedback, on-going development, having long term goals, valuing contribution of ideas and regular reviews.

Learning outcomes

  • Understand the key components of performance management in a call centre environment whether in the office or remotely
  • Recognise the part a leader plays in creating a performance driven culture
  • Understand the importance of applying a consistent, structured approach to managing performance
  • Understand the importance of analysing the metrics available and recognising the correlations between different KPIs
  • Diagnose performance issues and identify the best course of action
  • Understand how to conduct a positive feedback session both in person and remotely
  • How to use performance improvement and development plans.

Benefits to your business

Once your key managers have completed the training course, your business will benefit from being able to:

  • Establish objectives through which individuals and teams can see their part in the organisation’s mission and strategy
  • Improve performance among employees, teams and, ultimately, organisations
  • Hold people to account for their performance by linking it to reward, career progression and termination of contracts

Course content

During this workshop, delegates will:

  • Understand the key components of performance management in a call centre environment whether in the office or remotely
  • Recognise the part a leader plays in creating a performance driven culture
  • Understand the importance of applying a consistent, structured approach to managing performance
  • Understand the importance of analysing the metrics available and recognising the correlations between different KPIs
  • Diagnose performance issues and identify the best course of action
  • Understand how to conduct a positive feedback session both in person and remotely
  • How to use performance improvement and development plans.

Delegates will also have an optional site tour of the Peninsula contact centre.

Course content

Case Study – Peninsula

Peninsula will share how getting it wrong can be fundamental for an organisation, and how getting it right can make a big difference.

Definition of performance management

Find out how the effective oversight of individual performance, team dynamics, overall business performance, and your own personal performance work together.

Your role as a leader – how can you impact the performance of your team?

Gain a clear understanding of your role. Setting goals, providing guidance, feedback and recognition, developing the skills and knowledge of team members, advancing career development and linking performance to the company strategy aligns team efforts with organisational goals.

Assessing and developing your team’s capabilities and motivation

Learn how to explore your team’s ability, identify process gaps and really understand your team and their motivation.

How do you manage performance?

Discover how to successfully manage performance through clarity and being prepared. Foster ownership and motivation through encouragement and find out how to utilise coaching techniques, including the strategic use of questions, and hone effective feedback skills.

Objective management

Do you have a vision for your team or do you coast from month to month? Learn the art of objective setting for success and how to use objectives to structure 1-2-1 sessions. Consider the emotional impact on team members upon completion, ensuring a positive and constructive experience.

Formal reviews – preparation is key!

Learn how to deal with underperformance by reframing your mindset. Understand the benefits of managing under performance and the impact on individuals, team morale and engagement and on your time.

Recognising your brilliant team

Acknowledge and encourage good performance while supporting career aspirations is critical. This approach to recognition fosters a dynamic and forward-thinking environment. Learn how.

Tour of Peninsula’s contact centre operation

About the trainer

Jenifer Lord is a highly skilled coach and facilitator who has worked with many prestigious clients and organisations all over the UK and in South Africa, India and USA. Having gained most of her experience over many years leading teams in fast paced multi-million turnover organisations, Jenifer blends strong commerciality and outstanding customer focus with a revolutionary way of thinking.

Her passion for understanding what makes people tick led her to study Psychology, Neuroscience and Neuroplasticity and Cognitive Behavioural Therapy for stress reduction as well as Mindfulness. As a lover of life, Jenifer understands that the key to success in both life and business is through people. She has endless positivity and optimism, which she brings with her at work.

What delegates say

“Gerry is an excellent trainer and a great communicator. Really enjoyed the session and the experiences shared by other participants.”

Upcoming dates

Pick a date below and fill in the booking form to reserve your place and places for colleagues. We will raise an invoice, so if you need to provide a purchase order number, please do so in the form or email it to info@ccma.org.uk.

Leading for High Performance Workshop
Date: Tue 26 Mar 2024
Where: Peninsula, Manchester

Format

Time: 09:30 – 17:00

Where: Face-to-face training at Peninsula, Manchester

Who is it for?

Members and non-members, contact centre managers and team leaders who are responsible for teams of employees.

Why should you go?

This workshop provides contact centre people leaders with team management skills, performance management capabilities and how to manage underperformance.

How much is it?

£425. Members receive a 20% discount.