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Course Code: SMCS 3809
134 Course Visits
Leadership Excellence in Customer Operations Aligned with COPC Standards
Course Sector:
Sales, Marketing and Customer Service
Course Dates and Locations
Choose a date and location to book your seat
No.
Date
Days
Location
Fees
Enrollment
01
5 Days
Abu Dhabi, UAE $4,250
02
5 Days
Dubai, UAE $4,250
Introduction
Training course introducion / brief
This program builds leadership capacity in managing customer-facing operations, based on the globally recognized COPC CX Standard.This Training program focuses on customer satisfaction, operational performance, quality assurance, and leadership in complex service environments.Participants will learn how to lead teams that deliver consistent, data-driven, and customer-focused performance.
Course Objectives
At the end of the training course, participants will be able to
- Understand COPC CX Standard principles and service management
- Understand how to design, measure, and improve customer-centric processes
- Explore leadership models and their role in customer operations
- Master key concepts in quality assurance, process control, and KPI alignment
- Prepare leaders to drive sustainable performance across service delivery functions
Course Audience
Who is this course for, and can benefit the most
- Contact center and customer service leaders
- Operations managers in BPOs or in-house support environments
- Quality, workforce, and performance management leaders
- CX transformation and continuous improvement professionals
- Leaders preparing to implement or align with COPC Standards
Course Outline
The course aims and learning outcomes
Introduction to COPC Standards and Operational Leadership
- History and purpose of COPC CX Standard
- Foundation of service excellence
- Components of a high-performance customer operation
- Role of leadership in operational consistency
- Organizational alignment with customer expectations
- The 4 pillars of the COPC framework
- Performance vs. experience: striking the balance
Customer-Centric Management Principles
- Voice of the Customer (VoC) and application
- Service delivery models and customer segmentation
- Customer expectation management
- Reactive vs. proactive service models
- Building customer trust and emotional connection
- Value perception and loyalty drivers
- Applying SERVQUAL and Gap models
Operational Design and Process
- Process mapping and documentation principles
- SIPOC and process hierarchy
- Process standardization
- Capacity and queueing in customer operations
- Demand forecasting principles
- Identifying bottlenecks and inefficiencies
- Control vs. autonomy in frontline processes
Performance Metrics and KPI Frameworks:
- Leading vs. lagging indicators
- COPC performance categories: quality, cost, speed, satisfaction
- Balanced Scorecard
- KPI hierarchy and strategic alignment
- Pitfalls of metric overemphasis
- Root cause analysis frameworks
- Linking KPIs to continuous improvement
Quality Assurance Systems
- Quality monitoring frameworks in service environments
- COPC QA best practices
- Statistical sampling
- Scorecard design: behavioral vs. outcome-based
- Bias and calibration
- Continuous feedback loop principles
- Culture of quality ownership
Workforce and Capacity Management
- Workforce optimization
- Forecasting demand and schedule accuracy
- Shrinkage, adherence, and occupancy concepts
- Workload allocation models
- Intraday and interval planning
- Flexibility vs. consistency trade-offs
- Workforce engagement and morale models
Leadership in Service Environments
- Leadership styles and situational application
- Emotional intelligence in customer operations
- Psychological safety and empowerment models
- Delegation, motivation, and accountability
- Building resilient and adaptable teams
- Coaching frameworks (GROW, CLEAR)
- Leading through crises and high-pressure environments
Problem Solving and Continuous Improvement
- Lean and Six Sigma in service operations
- PDCA and DMAIC models
- Process variance and control chart
- Identifying systemic vs. symptomatic issues
- Structured problem-solving models
- Change management principles
- Creating a culture of experimentation
Compliance, Governance, and Customer Rights
- Governance frameworks in customer operations
- Legal and ethical responsibility in CX delivery
- Data protection
- Complaint management systems
- Basis of transparency and fairness
- Ethics in automation and AI decision-making
- Audit and accountability mechanisms
Providers and Associations
Providing the best training services and benefits to our valued clients
Boost certificate of completion
BOOST's Professional Attendance Certificate “BPAC” is always given to the delegates after completing the training course, and depends on their attendance of the program at a rate of no less than 80%, besides their active participation and engagement during the program sessions.
ENDORSED EDUCATION PROVIDER
Flexible deadlines
Customized dates accordance to your schedule
Shareable Certificate
Earn certificate upon completion
COURSE METHODOLOGY
Our Training programs are implemented by combining the participants' academic knowledge and practical practice (30% theoretical / 70% practical activities).
At The end of the training program, Participants are involved in practical workshop to show their skills in applying what they were trained for. A detailed report is submitted to each participant and the training department in the organization on the results of the participant's performance and the return on training. Our programs focus on exercises, case studies, and individual and group presentations.
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