Management Training and Certification
4½-day training course and proctored certification exam, $3,600
This training course is designed for support center operations managers and
This training course is ideal for operations managers and directors responsible for the strategic leadership, financial stability, operational performance and overall quality of the support organization. The program is designed to provide intense focus on those managerial elements that are highly correlated with world-class support center organizations, and to provide participants with the skills necessary to effectively manage the challenges of the most complex support centers. This training course offers support managers the opportunity to develop and refine their technical support leadership skills.
The four and a half day course provides training on the fundamentals of management most applicable to the support environment including managing customer satisfaction, operations and team performance management, and facilitating a team while managing a dynamic service product.
The training course will be dynamic and interactive, with students frequently working in small groups and presenting findings, results, and real-world examples to the entire class.
What You Will Learn
Who Should Participate
The Support Center Management Certification training program is for managers, directors, and executives responsible for the support center's strategic direction and organizational alignment, service products, operational performance, leadership, financial management, and overall quality and customer satisfaction. Attendees must possess a foundation of basic managerial skills. This training course is intended for experienced managers. The material presented is intended to fill gaps in the Support Center knowledge foundation of the participant and allow for certification that the manager is competent in the core skills and knowledge required to manage in the support center environment. New support managers with less than one year of experience should consider attending the Support Supervisor Certification training course.
The training course begins with a review and quiz on a set of pre-class reading materials. These materials are sent to each participant two weeks prior to the class start date. Participants are strongly encouraged to register at least two weeks in advance to allow time to complete these pre-class assignments. Participants should plan some time in the evenings to prepare for the next days learning. There will be individual and group homework assignments on Monday, Tuesday and Wednesday evenings. Thursday evening will be spent preparing for the written course examination on Friday. Please plan for study time outside of class. Each participant is required to bring the pre-class reading materials as well as a laptop with a CD drive and with MS Excel, Word, and PowerPoint installed. These will be used as tools during the training course. All other materials and tools will be provided.
Module 1: Executive Leadership and Behavior
Module 2: Understanding the Service Product
Module 3: Managing Strategically
Module 4: Decision Making in the Support Organization
Module 5: Customer Focus and Satisfaction
Module 6: Performance Measurement and Metrics
Module 7: Training and Career Development Plans
Module 8: Hiring for the Support Center
Module 9: Performance Management and Employee Retention
Module 10: Operations Management and Productivity
Module 11: Financial Management and Annual Operations Planning
Module 12: The Support Center Value Chain
To attain the SCP Support Manager Certification, students will be required to complete a post-class exercise planning document. This exercise is designed to solidify and apply the knowledge acquired in the training course through practical application. Throughout the week, students should be looking for project possibilities. On the last day of class, each student will submit a project description, or plan, for the instructors review and approval.
Certification consists of several weighted elements, as follows:
The exam is administered on the last day in a proctored environment, and consists of 20 essay questions which must be completed within a 3-hour period. Certification candidates'score will be processed and returned within two weeks. Candidates that do not earn certification on their first attempt have two options to re-test: (1) A second, proctored examination may be scheduled for a $600 retesting fee, or (2) the candidate may retake the entire Support Center Management Certification training course for a $1000 re-training fee.
Successful candidates will receive a Certified Support Manager plaque from the internationally-recognized Service Capability & Performance (SCP) Standards board, and will have their names and countries of origin published on the Internet (list of Certified Support Managers). SCP Standard-certified career professionals are recognized and coveted throughout world, serving in internal and external customer support operations of the world's leading software companies, technology organizations, internal IT departments, and consulting firms.
The per student registration fee for this seminar is $3,600, and includes the seminar, training course materials, a jump drive with Excel spreadsheets and other tools provided in class, and proctored certification exam.
The Support Center Management Training is a 4½-days certification course. It begins at 9:00am on Monday and ends Friday at noon after testing is completed . Travel plans should be made to permit arrival at the training site at least 2 hours prior to the beginning of class. Departure flights should be planned for 2:00pm or later on the day of course completion. Please arrive early the first day to sign in and meet fellow attendees.
Dress is business casual.
Register securely online with confidence or please call (708) 246-0320.
Terms & Conditions
Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.
Seminar agenda and assigned instructors are subject to change.
Public Training Terms & Conditions
Payment is due prior to the seminar.
Public seminar cancellation policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $500. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive training credit, less administrative fees of $500 toward any other Resource Center seminar.
In the unlikely event that a seminar must be cancelled by seminar provider
due to unavoidable circumstances, you will be notified at least two weeks
prior to the seminar date, and your payment will be refunded. Seminar
provider is not responsible for losses due to cancellation including losses
on advanced purchase airfares. We strongly recommend that attendees
traveling by air to attend the seminar purchase only refundable tickets.