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Operational Team Leader & Manager Learning Programme

The aim of this learning programme is to support the operational Team Leaders and Managers understand the key dynamic of operational effectiveness and basic planning principles. Focusing on the “Power of 1 & The Shrinkage Wheel”, the difference each person can make to the achievement of organisational objectives, customer outcomes and colleague experience through effective influencing skills. The programme is designed around on-demand virtual learning modules, which can be interacted with over the duration of the programme. To further embed the learning, support sharing of ideas and promote a transformation of understanding - optional virtual tutorial workshops with The Forum specialist team can be added. Prices start at £75 per person.

 
On successful completion of this programme delegates will become Professionally Accredited at the Foundation Level. 

2016 Innovation & Transformation Awards: 2020 Vision brings strategy to life for everybody at InterCall

Published on 25 April 2016

2016 Innovation & Transformation Awards: 2020 Vision brings strategy to life for everybody at InterCall

See the full Case Study

Discover how a group of talented people have been energised by university accredited Learning Academy, part of a wider transformation that’s delivering vital business benefits at InterCall, the world’s largest provider of conferencing & collaboration. The management team demonstrate how you don’t need a big budget to bring strategy to life. The 2020 Vision has engaged teams in ‘breaking the mould’ around three ‘rings’: People, Quality & Customer. All initiatives & changes are rigorously assessed for strategic fit, using the new IMPACT tool. The change in culture is delivering exceptional customer experience and InterCall has seen record-breaking performance in 2015. NPS rose to +51 in the peak period, over 90% of inbound channels exceed service targets consistently each month, employee satisfaction is up 35% & external staff attrition dropped 15%.

Key Results

  • Cost to Serve down 16%
  • ESAT up 35%
  • NPS +51 in Q4
  • 98.5% quality for all of 2015
  • 40+ graduates of University Accredited Learning Academies since 2014
  • External staff attrition cut by 15% in 2015
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