The program has a great track record. See a sample report below. Read more >>
Phase 1 (ILT): This phase consists of the Instructor led program with 24 topics. See the course outline below.
Phase 2 (Implementation): In this phase, participants implement learnings and commit to improving metrics. See Implementation checklist. Read more >>
See Commitment sheet
Phase 3 (Verification): In this phase, partcipants make a presentation to senior management about their achievements. See a sample presentation.
OnTrac
Star Certification Program
Over 50000 Team Leaders from 100 companies across 7 countries such as India, Philippines, China, Malaysia, Sri Lanka and the US have benefitted from the Star Certification Program.
Description:
The OnTrac Star Certification Program is an industry standard program that aims to enhance the delivery capabilities of team leaders in the areas of operations management and people management. Unlike most training programs, this program is designed to help participants translate classroom learning into practice at their workplace. During this process, managers have the opportunity to observe how effectively team leaders are using their knowledge gained in the program. The program has three phases. The first phase is the instructor led program. In the second phase, participants implement their learnings and commit to improving some metrics. In the third phase, the make a presentation to their senior management on their achievements.
Duration:
Program is conducted across 3 phases for 9 weeks:
Phase
1: Five Days instructor
led program
Phase 2: Eight Weeks implementation of learning on the floor
Phase 3: One Day presentation by participants to senior management
Phase 2: Eight Weeks implementation of learning on the floor
Phase 3: One Day presentation by participants to senior management
Target Audience:
Team Leaders in any back office function such as those in BPOs, Financial Services, Manufacturing, Insurance etc.
Benefits:
Participants learn the fundamental underpinnings of operations and people management due to which companies see an improvement in metrics in key operational areas. Metrics include productivity, quality, customer satisfaction, cycle time, response rates, error/accuracy rates etc.
Facilitators:
All facilitators are former Operations Managers from well known BPO companies. They have with a total experience of about 8 to 12 years and are well versed in conducting the Star Certification Program.
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