One of the largest training grants ever awarded for the Contact Centre & Service Management industry in Singapore - learn how you, your organization and most importantly your Team Leaders can benefit! Career development for the future leaders of the industry.

1. The OmniTouch Team Leader Certification
Series & Singapore’s Employment &
Employability Agency (e2i) Training Grant
By Daniel Ord
Director, OmniTouch

2. Welcome

3. • The role of the Team Leader is the most
challenging management role in the Contact or
Service Centre environment.
The Reality

4. • The Team Leader is supposed to
translate organizational
objectives into action through
management of the company’s
Frontline/Backline resources.
• Yet they quite frequently find
themselves in the middle of it all.
• And many aren’t quite sure of
what and ‘what not’ to do to
achieve results and still keep
their folks engaged
The Challenge

5. • The irony of the Team Leader role is
that the very skills that got them
promoted, such as great Quality or
Productivity, don’t greatly improve
the odds of success in their new role.
The Irony

6. • Most organizations don’t have
formalized Team Leader
training in place
• For larger organizations they
may not have the expertise
across the entirety of the job
role
• For smaller organizations they
may not the resources in place
to provide such training ‘in-
house’
The Situation

7. We developed and deliver a comprehensive series of (6) Team Leader
training & certification programs as follows:
Leadership & Engagement for Team Leaders 2 days
How to Monitor & Coach Team Members 2 days
People Management for Team Leaders 2 days
Operations Management for Team Leaders 2 days
Customer Experience for Team Leaders 2 days
Managing Yourself for Team Leaders 2 days
• The curriculum was designed to cover the entirety of the Team Leader’s job role
• Each program addresses a unique set of competencies
• Programs may be taken in any order
• Each program comes with its own unique certification exam
The Solution

8. The Essentials for the
Team Leader Series Certification
with e2i

9. Here we share key information about the Series
• The Team Leader Certification Series is designed for mid to senior
leadership and supporting roles in Contact Centres, Service Centres
and Backline Operations and we expect Management & Support
Roles to participate as well.
• Any size organization from SMEs up to large Corporates are eligible
for the Training Grant for any number of participants.
• A total of 150 places have been funded by e2i and registration can
take place anytime from June 2016 up through @ June/July 2017.
• Only Singaporeans and Permanent Residents (PR) are eligible for
participation in the series with the training grant.
The essentials

10. Here we share key information about the Series
• Each Candidate enrolled in the program will complete (6) 2-day
programs and a follow up Work Product Assignment to officially
certify.
– Most of our V1.0 (2014/2015) Team Leader Candidates completed their entire
program within 6 - 8 months.
• The Candidate may begin with any of the 6 programs in the
Series and take the programs in any order.
• OmniTouch has scheduled a rotation of 3 - 5 of the Team Leader
Training Programs per month beginning with July 2016 and each
month thereafter up to November 2017 to help with scheduling and
program completion timeframes.
The essentials

11. Let’s take a look at the V2.0 Grant
awarded to OmniTouch for the Team
Leader Certification Series

12. Budgetary information per individual Candidate enrolled
• The retail value of the 6 classes & Work Product Assignment per
individual Candidate is S$6,470.
• To enrol, the Employer will pre-pay S$5,970 prior to the Candidate
joining the first of their 6 courses.
Once the Candidate successfully completes the full Series (6 classes +
Work Product Assignment) e2i will reimburse 50% of the fees or
S$2,985 .
So the final outlay made by the Employer for each Certified Candidate
is S$2,985 which equates to less than S$250 per day of training!
The training grant / subsidy

13. Program information
The Training & Certification Series will equip each Candidate with the
knowledge, skills & attitudinal requirements across the entirety of the
Team Leader job role.
• 12 days of training (6 classes - each 2 days in duration)
• (6) Certification examinations (one for each of the 6 classes)
• A post Training Series 'Work Product Assignment' project
• Interaction and support amongst dozens of other Candidates passing
through the same Series
• An unparalleled learning experience with a maximum of 10 – 12
participants per class
• Delivery provided a well-recognized and respected global expert in
Contact Centres & Service environments – Daniel Ord
The training grant / subsidy

14. Class schedules
Schedules for the Team Leader Series Classes are up on our website from
July 2016 through to November 2017 and can be viewed here:
http://www.omnitouchinternational.com/index.php?option=com_semina
r&task=List_seminar&country=165
You may also view further information on the OmniTouch Team Leader
Certification Series & associated e2i Training Grant at the same link:
http://www.omnitouchinternational.com/index.php?option=com_semina
r&task=List_seminar&country=165
Class schedules and more information

15. Thank You!
The OmniTouch Centre for Service Excellence
530A Geylang Road
Singapore 389486
+65 9838 2353
daniel.ord@omnitouchinternational.com
marcus@omnitouchinternational.com