HDI Support Center Team Lead (HDI-SCTL) Certification

HDI Support Center Team Lead (HDI-SCTL) training ensures that participants learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for support professionals who need to develop fundamental management and leadership skills.
This certification verifies that support professionals in a team lead or supervisor role possess the fundamental leadership skills necessary to provide operational support to the organization and the coaching skills necessary to promote staff development.

KEY FEATURES

  • 24 hrs of classroom / instructor-led training
  • Accredited Instructor with industry experience
  • Authorized Coureware
  • Case Studies & real-world examples
  • End of chapter quizzes and simulation exams
  • Certification exam included

Description

WHOM IS IT APPLICABLE
  • Technical support professionals who must understand support center processes and best practices and master important daily functions like quality assurance monitoring, coaching, and escalation
WHAT YOU WILL LEARN
  • Essential team lead management and leadership skills
  • The importance of service level agreements and operational level agreements
  • The ITIL® processes of incident, problem, change, release, asset, and configuration management
  • An overview of security management and knowledge management
  • Strategies for managing conflict
  • The essentials of people management: hiring, scheduling, evaluating, and retaining employees
  • An eight-step method for effective coaching
  • Proven team-building and motivational techniques
  • Essential performance metrics and key performance indicators
MODULE OVERVIEW

Module 1: Support Center Overview
Module 2: Role of the Support Center Team Lead
Module 3: Business Planning and Strategy
Module 4: Support Center Processes
Module 5: Service Delivery Methods & Technology
Module 6: Workforce Management and Training
Module 7: Communication and Coaching
Module 8: Teamwork
Module 9: Metrics and Quality Assurance

PREREQUISITES

There are no formal prerequisites required for this certification

EXAM & CERTIFICATION

Format: Closed-book
Delivery: Online (HDI Learning Center)
Questions: 65 multiple choice questions
Passing Score: 80%
Duration: 75 Minutes

CLASSROOM / INSTRUCTOR LED
  • High-impact learning with case studies
  • Delivered by certified instructors
  • Targeted learning for real projects

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