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Operations Supervisor Course
Level up your call centre work with our Operations Supervisor Training. This course is built to sharpen your skills in how to watch and judge things, comparing your work to the best, and understanding how well you're doing. You'll get to grips with important call centre numbers like Average Handle Time (how long calls take), First Call Resolution (solving problems on the first call), and Customer Satisfaction Score (how happy customers are). Learn how to make things run smoother, use technology wisely, and create training programs that work well. Become a pro at writing reports and talking to stakeholders (people who care about the work), and making solid plans that include how to handle risks and use resources properly.
- Master evaluation metrics: Get good at using the right numbers to make the call centre work better.
- Optimize processes: Make the way things are done more efficient and effective.
- Analyze performance gaps: Find out where things are not working as well as they should and fix them.
- Craft clear reports: Write reports that are easy to understand and give good information.
- Understand KPIs: Use important performance numbers to make good decisions.

from 4 to 360h flexible workload
certificate recognized by MEC
What will I learn?
Level up your call centre work with our Operations Supervisor Training. This course is built to sharpen your skills in how to watch and judge things, comparing your work to the best, and understanding how well you're doing. You'll get to grips with important call centre numbers like Average Handle Time (how long calls take), First Call Resolution (solving problems on the first call), and Customer Satisfaction Score (how happy customers are). Learn how to make things run smoother, use technology wisely, and create training programs that work well. Become a pro at writing reports and talking to stakeholders (people who care about the work), and making solid plans that include how to handle risks and use resources properly.
Elevify advantages
Develop skills
- Master evaluation metrics: Get good at using the right numbers to make the call centre work better.
- Optimize processes: Make the way things are done more efficient and effective.
- Analyze performance gaps: Find out where things are not working as well as they should and fix them.
- Craft clear reports: Write reports that are easy to understand and give good information.
- Understand KPIs: Use important performance numbers to make good decisions.
Suggested summary
Before starting, you can change the chapters and workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
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