News : Qualfon Leadership Academy Invests Leadership Training
Georgetown, Guyana, Aug 17, 2015 -- Qualfon, a people-driven business process outsourcing (BPO) company and global provider of contact center services, actively invests in the development of all company leadership and over the past several months has awarded Leadership Academy graduation certificates to 432 supervisors. Through Qualfon’s Leadership Academy, every supervisor is required to complete 19 management courses.
As part of the training, supervisors also attain green belt certification through the International Six Sigma Institute, an independent certification company. The Qualfon Leadership Academy is a company-wide initiative to develop leaders at all levels. It aligns those in leadership roles with Qualfon’s company mission enabling them to motivate and develop employees while effectively utilizing data-driven problem solving methodologies to proactively manage their responsibilities.
Qualfon supervisors oversee contact center agents, who directly serve customers. Qualfon is investing in leadership closer to the customer allowing those investments to have maximum impact to quality, cost and speed.
Sustainable Improvements: Supervisors that graduate from the Leadership Academy are more effective at leading teams to consistently achieve key performance indicators ensuring a great customer experience. This helps improve employee satisfaction, retention and even volunteerism among employees. The result is high-quality performance, reduced volatility and a continual focus on improvement for client programs.
"Anyone who works in a call center knows that the supervisor plays a critical role in the performance of the center. We are working hard to do everything we can to help our supervisors succeed. That is the purpose of our Leadership Academy," said Mike Marrow, CEO, Qualfon.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Expect Shrinkage
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global provider of contact center services and back-office processing
Published: Tuesday, August 18, 2015
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