"So Now You're In Management" - A Webinar For The First Time Supervisor

June 28, 2012 - PRLog -- The role of a supervisor is a critical position within the contact center as it requires the wearing of multiple hats – coach, mediator, teacher and manager.

This can be a daunting task for the first time supervisor.

In this session, Errol Allen will teach you:

• A six-step comprehensive program for the development of the first time supervisor.

• Why your relationship with your human resource department is crucial to your success.

• How to gain the respect of your direct report personnel as well as your manager.

• The importance of getting the story behind the operational numbers before making both people and operational decisions.

Visit http://www.iccaevent.com/Management_Skills_for_the_First_Time_Supervisor.html for more details.

Errol Allen has over 25 years of experience in the customer service industry including 13 years in a management role. Errol has worked in several industries within the service sector. He has hands on knowledge of interacting with customers whether in person or over the phone. Having held positions as an  Internal Customer Service Consultant, Call Center Quality Manager and Operations Analyst, Errol understands the need for a "systems" orientation to providing excellent customer service.