Operations Management On-Site Study Course

Program Outline

The Operations Management On-Site Study Course will guide you through the course content with maximum assistance from the instructor. You'll get your questions answered, find out what's most important for the test, practice taking multiple choice quizzes and network with your peers.

Call center operations is a specialized management field with its own theories and terminology. The fundamental dynamics of the randomly arriving call center workload create multiple challenges in the areas of forecasting, staffing, technology and facilities management. A firm understanding of these challenges is required for a call center to accomplish the objectives of the organization and satisfy customers.

The Call Center Operations Management On-Site Study Course provides this solid foundation through an examination of key performance indicators, call center planning and management processes, call center technology and facilities management. The course begins with an explanation of service level and response time - key objectives that measure the accessibility of the center. A detailed examination of other key performance indicators follows. The third section of the course provides an in-depth discussion of the planning and management processes upon which call center operations depend, including forecasting, staffing and scheduling. The course then transitions from processes to technology with an integrated look at the technologies present in the best of today's centers. The course closes with site selection, call center design, health and safety issues, and disaster recovery principles.

The Call Center Operations Management On-Site Study Course is designed to prepare participants for CIAC Certification in the roles of Strategic Leader, Operations Manager, Management Consultant and Management Apprentice.

• Comprehensive self-study guide including:
• Course content
• Exercises
• Glossary
• Articles
• Multiple-choice quizzes
• Assignments

Call today to improve your knowledge of operations management and be successful on the CIAC Operations Management knowledge assessment.

For more information on these courses and a proposal, contact Ellen Greene at 925-513-1010 or ellen@callcentertraining.com

For information on certification training for individual managers, see our Web-Based Study Courses.

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