CBTS® Critical Areas of Professional Knowledge & Competence

Areas of Knowledge & Competence Pre-requisites for BPO Team Lead Specialists as prescribed under HCMS21, Release 3.5, 2012.

Code Assessment Component
A1 CBTS® Domain Knowledge
  1. Understanding of the BPO Work-Place & Environment
    • An Overview of BPO Industry & Environment
    • Typical Organization Structures in BPO Organizations/Service Providers
    • Communication Structures & Practices
    • Productivity targets & expectations
    • Quality targets & expectations
    • The Demands of Process Orientation & Client-accountability
    • Group dynamics and inter-personal conflicts
    • Stress Patterns in BPO Industryess Outsourcing
  2. Understanding Team-Leadership
    • Generic Definition & Concept of Team Leadership
    • Commonly practiced models of Team Leadership in BPO organizations
    • Issues & Challenges of Team Leadership
  3. The Profile of a typical BPO Team Leaders
    • Typical roles of a Team Leader
    • Key Result Areas of a Team Leader
    • Skills & Competencies of a Team Leader
    • Career & Growth of a Team Leader
  4. Principles & Techniques of Team Leadership in BPO Organizations
    • Principles & Objectives of BPO Team Leadership
    • Drivers of Team Lead Excellence in BPO Organizations
    • Forming high-potential teams
    • Mentoring & coaching for Agent Capability Development
    • Driving Agent Performance
    • Motivating & engaging Agents for Organizational growth
    • Team Conflicts Resolution
    • Retaining Agents
  5. Principles & Techniques of Productivity & Quality
    • Understanding of Productivity metrics
    • Understanding of Quality metrics
    • Planning & Targeting
    • Agent Performance Measurement & Analysis
    • Absenteeism Control
    • Handling workplace crises and contingencies
  6. Contribution to Organization Growth
    • Contribution to talent engagement initiatives of the Organization
    • Contribution to talent transformation and agent development initiatives
    • Contribution to Organizational Climate development
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