Service Operations Management
Duration: 1 dayFormat: In-person or online, case-based
From building a 30-person operations team from scratch: service catalogs, SLA/OLA design, shift and capacity planning, error and complaint management, exception flows and operations reporting, taught through case studies.
Outcomes
- 01Building service catalogs and SLA structures
- 02Capacity and workforce planning
- 03Designing error and complaint flows
- 04Reporting operations performance
Target Audience
Operations managers and teams, customer service leads, shared service centers