a. Understand the fundamental underpinnings of operations management

b. Understand their roles with respect to people management

c. Become an effective supervisor through practice and implementation of learning

Module 1: BPO Basics
Description: This module provides an overview of BPOs including types of what BPOs are all about, the types of BPO services that exist, the main functions within BPO etc. The course also addresses the various operational roles and responsibilities that exist in the company along with the possible career paths.

Module 2: Team Leader Jobs
Description: This module covers in detail the various areas of management, responsibilities, jobs and tasks that a team leader needs to do with respect to his/her role. It also describes the qualities required of a team leader in order to execute these jobs.

Module 3: Performance Measurement
Description: Understand the goals of the company and show how performance measures are linked to these goals in order to increase the relevance of the program.

Module 4: Performance Analysis
Description: This module equips the participant with various performance analysis tools including statistical tools (mean, median, standard deviation etc.), analytical tools (pareto, frequency distributions, control charts, scatter diagrams etc.) and root cause analysis tools (brain storming, fishbone analysis, five whys etc.)

Module 5: Performance Management
Description: This module covers various performance management techniques such as the buddy system, ABC analysis etc. It also enables the participant to understand performance problems, classify them and track them.

Module 6: Workforce Management
Description: This module sensitizes participants on the basics of workforce management including planning, staffing, impacts of lower productivity on staffing, impact of poor schedule adherence on staffing etc.

Module 7: Incentive Management
Description: This module helps participants understand how to create an incentive plan. More importantly, it helps participants understand how to run an incentive plan to achieve operational results.

Module 8: Absenteeism
Description: This module covers the definition of absenteeism, how it is measured, reasons for absenteeism and how it can be controlled.

Module 9: Attrition
Description: This module helps participants understand what is attrition, how it can be measured, drivers of attrition and ways to manage attrition.

Module 10: Performance Appraisal
Description: This module links performance appraisals to the larger picture of performance management. It sensitizes participants as to why performance appraisals are important, challenges of conducting it and how to be prepared for a good performance appraisal.

Module 11: Motivational Techniques
Description: This module covers various motivational techniques that team leaders can use in order to motivate their team members to perform better.

Module 12: Customer Focus
Description: This module covers the importance of having a customer focus, creating customer delight etc. It helps participants understand that they need to constantly be customer champions. It also provides participants with examples and case studies to help them motivate their team to be customer focused.

Module 13: Coaching
Description: This module covers the importance of coaching. It enables the participant to understand that it is important not just to tell team members what to do, but also to show them how to do it.

Module 14: Team Management
Description: This module covers various people management topics including goal setting, internal process flows, rewards and recognitions, team outings, safety, security etc.

Module 15: Profiling
Description: This module enables the team leader to understand the importance of knowing his team members. It also provides them with a tool to gather more information about their team members so that their behaviour can be predicted. Further, the module enables participants to identify motivators for team members

Module 16: Quality
Description: This module helps participants understand components of good quality work, importance of monitoring team member’s work, and understanding the cost of poor quality

Module 17: Training
Description: This module will help the team leader understand the four stages of conscious competence model, analyze performance, evaluate acceptable performance for a task and select the correct approach to support a learner at each stage of learning.

Module 18: Metric Driven Approach
Description: This module helps the team leader understand the importance of measuring. It provides the team leader methods by which they can measure anything that impacts their work.

Module 19: Inter Departmental Interactions
Description: This module covers the various common interactions that the team leader has with other departments including the information that needs to be sent and that which needs to be received.

Module 20: Understanding Financial Impact
Description: This module shows how metrics are ultimately linked to costs or revenue. It helps the team leader understand the monitory impact of not meeting metrics.

Module 21: People Development
Description: This module helps the team leader understand the importance of developing team members and provides him methods of developing them.

Module 22: Business Continuity
Description: This module covers definition of business continuity. Subsequently, it helps the participant understand his role in managing operations on a daily basis on things within his control

Module 23: Hiring
Description: This module helps participants understand their role in the hiring process. It helps them understand the entire recruitment process and then goes on to providing them with a framework for conducting interviews.

Module 24: Policies
Description: This module sensitizes participants to the importance of following company policies.

Phase 2 lasts for 8 weeks. During this period, participants will implement their learnings at their workplace using an activity checklist provided to them as part of the course. This checklist contains all concepts learnt during phase 1. Participants will also commit on improving any two metrics during this phase.

Click here to see a sample of the activity checklist.

Click here to see the commitment sheet

Phase 3 lasts for 1 day. Each participant will make a structured 15 to 20 minute presentation to senior management, describing their learnings, implementation, success stories, challenges and action plan going forward. Senior management will conduct a “viva” and quiz participants to verify their claims. Post each presentation, senior management will rate participants on the improvement shown.

Click here to see a sample presentation