Emerging Leaders Certificate Program

The Emerging Leaders Certificate Program helps leaders of all levels of experience deal with the constant changes in today's fast-paced Call Centre workplace. This certificate program builds skills in the areas of coaching, communication, personal effectiveness, and professional skills.

Develop your career path and be better equipped to make informed business decisions while building credibility with your teams.

The Certificate for Emerging Leaders can help leaders of all levels of experience deal with the constant changes in today's fast-paced workplace. The focus is on building skills in the areas of building relationships, coaching, communication, personal effectiveness, and professional skills.

The flexibility of this certificate makes it ideal for aspiring, new and developing leaders. Students are encouraged to build their own certificates by selecting courses that not only meet the requirements of the program, but at the same time meet their own career needs.

Curriculum:

Call Centre Basics

Module 1 – Customer Contact Centre Industry Orientation

Module 2 – Role of the Customer Service Professional

Module 3 – Using Technology

Module 4 – Connecting with Customers

Module 5 – Providing Quality Customer Service

Module 6 – Troubleshooting and Resolving Problems

Module 7 – Managing Workplace Documentation

Module 8 – Working Independently in a Team Environment

Module 9 – Managing Your Career

*this course is mandatory

Call Centre Leadership

Module 1 - Leadership Styles

Module 2 - Communication

Module 3 - Emotional Intelligence

Module 4 - Time Management

Module 5 - Coaching

Module 6 - Trust

Module 7 - Feedback

Module 8 - Delegation

Module 9 - Employee Engagement

Module 10 - Conflict Management

*this course is an elective

Call Centre Customer Relationship Management

Module 1 – Contact Centre Management

Module 2 – Key Principles

Module 3 – Management Dynamics

Module 4 – Customer Lifetime Value

Module 5 – Barriers to Success

Module 6 – Relationship Building

Module 7 – Evaluating Service Delivery

Module 8 – Quality of Work Like

Module 9 – Supporting Technologies and Processes

Module 10 – Best Practices

*this course is an elective

Each course consists of 36 learning hours. Courses will be provided in several learning formats – face to face, webinar and pre-recorded videos. Certificates of completion are provided with the successful completion of each course as well as a graduating certificate if all courses are successfully completed (total of 72 learning hours).

On completion of the required courses, students submit a Learning Journal Summary — a written summary of knowledge and skills learned through the program.

These courses also qualify for credits in our certificate in applied management (CAM) program in partnership with the University of Manitoba Continuing Education.

2024 Dates released -

April 23, April 30, May 6, May 13, May 20, May 27, June 3, June 10, June 17, June 24

9:30 am to 1:00 pm on all days. Some sessions to be offered in person. Typically a 50/50 split for in person classes/virtual classes ratio.

Registration fees:

Members - $2500

Future members - $4000

To register for this certificate program contact events@mcca.mb.ca.