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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. 

2017 Innovation & Transformation Awards: Releasing potential: gain the attention of the board at TUI

Published on 27 April 2017

2017 Innovation & Transformation Awards: Releasing potential: gain the attention of the board at TUI

See the full Case Study

See how the business has recognised the contact centre as leading the way in customer service, an operational voice of the customer. Starting from the point where the Swansea centre was about to close, it has captured the imagination of the TUI board. This transformation is entrepreneurial. It’s agile, based on continuous improvement. Passionate people are at the heart of success, alongside clear-headed management of resources. A host of initiatives include: knowledge and workforce management, voice of the customer, a new training structure, colleague forums and the opportunity for career progression – a winner in the local job market. The whole programme has delivered significant benefits: customers get through, they get answers and they get choices. Simply, they get better service.

Key Results

  • Service level improvement of over 40%
  • NPS rose from 3.8 to 41 in just 12 months, with CSAT rising 5% points in the same period
  • £19million nominal benefit to TUI (over 10 years)
  • Employee engagement at 80%

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