TCSS Customer Support Team Leader (TCSS-SCTL)

Certification Overview

After completing this comprehensive training program, participants will be awarded the TCSS Customer Support Team Leader (TCSS-CSTL) certification. It positions you as a certified expert in managing modern support operations. This certification validates that support professionals in team lead or supervisory roles have the critical leadership capabilities required to drive team performance and operational success.

It highlights their proficiency in coaching for skill development, overseeing daily support operations, promoting collaboration, and aligning team efforts with broader business objectives. Earning this certification signifies their ability to lead with impact, motivate their teams, and consistently deliver high-quality customer service while achieving operational excellence.

What you will Learn

Who Should Attend?

  • The tractical role of the Support Department in a business
  • Different types of support models and multichannel operations
  • Mission, vision, and business planning techniques for Support Centers
  • Leadership essentials including team motivation, relationship building, and coaching
  • Managing SLAs, OLAs, SOPs, and handling escalations with ownership
  • Incident, Request, Problem, and Change Management processes
  • How to define and track key support metrics and KPIs
  • Performance management processes and coaching methodologies
  • Quality assurance frameworks and gap analysis
  • Workforce management including staffing, scheduling, and occupancy
  • Training and hiring best practices with measurable results
  • How to become a proactive and accountable Customer Support Leader

  • Current and Aspiring Support Team Leaders
    Individuals currently leading or preparing to lead frontline customer or technical support teams who want to strengthen their leadership, coaching, and performance management skills.

  • Supervisors and Managers in Customer Support
    Professionals responsible for overseeing support operations and team performance, looking to adopt structured leadership practices and improve team engagement and service quality.

  • Support Professionals Transitioning into Leadership Roles
    Agents or senior analysts aiming to step into leadership positions and seeking to build foundational knowledge in team leadership, decision-making, and people management.

  • Individuals Preparing for the TCSS Customer Support Team Leader Certification
    Candidates pursuing formal certification who want to ensure they are aligned with industry best practices and ready to lead with confidence

Course Curriculum

Unit 1: Foundations of Customer Support Leadership

  • The Evolving Role of Customer Support
  • Types of Customer Support Teams
  • Multi-Channel Support Centers
  • Mission & Vision: Top 6 Goals of a Support Center
  • Defining the Role of a Support Team Leader
  • Leadership Effectiveness in Support Operations
  • Building Strong Relationships with Your Team

     

Unit 2: Career Paths in the Support Function

  • Overview of Support Operations Roles
  • Role of the Hiring & Recruitment Team
  • Importance of the Training Team
  • Role of the Quality Assurance Team
  • Workforce Management Team and Its Function

Section 3: Customer Support Maturity Stages

  • Tactical Stage: Reactive Support
  • Tactical Stage: Proactive Support
  • Strategic Stage: Customer-Centric Operations
  • Strategic Stage: Business-Centric Alignment

Unit 4: Business Planning & Strategic Execution

  • Strategic Thinking for Team Leaders – With Case Study
  • Service Level Management & the Leader’s Accountability
  • Understanding Case Prioritization & Team Leader Involvement
  • Operating Level Agreements (OLAs) & SOPs: Leadership Perspective

Unit 5: Service Operations & Support Processes

  • Support Team Leader’s Role in Core ITSM Processes:
    • Incident Management
    • Request Fulfillment
    • Escalation Management
    • Problem Management
    • Event Management
    • Security Management
    • Change Management
    • Service Asset & Configuration Management
    • Release & Deployment Management
    • Knowledge Management

       

Unit 6: Support Metric Management

  • Introduction to Support Metrics
  • Types of Metrics: Leading vs. Lagging Indicators
  • How to Set Up Metrics
  • Nature and Relevance of Common Support Metrics
  • Case Study: Support Metrics & Gap Analysis
  • Metrics Accountable to the Team Leader
  • Creating Effective Dashboards & Reports

Unit 7: Support Quality Assurance

  • The Importance of QA in Support
  • QA Processes, Benefits, and Leadership Role
  • Case Study: QA Process in a SaaS Company
  • Case Study: DSAT Analysis, Outlier Management & Agent Variation

Section 8: Performance Management for Support Teams

  • Performance Standards and Why They Matter
  • Setting SMART Objectives for Agents
  • Performance Reviews: Methods & Frameworks
  • Case Study:
    • Bi-weekly Coaching Process
    • Shadow File Tracking
    • Balanced Scorecard Implementation

Unit 9: Building High-Performance Teams

  • Understanding Team Formation Stages
  • Traits of High-Performing Teams
  • Motivating Through Recognition & Reward

Unit 10: Workforce & Training Management

  • Staffing, Scheduling & Workforce Planning
  • Role of Team Leader in WFM Activities
  • Utilization vs. Occupancy Explained
  • Sourcing Models for Support Operations
  • Case Study: WFM in Action
  • Importance of Agent Training & Overcoming Misconceptions
  • Identifying Training Needs & Measuring Impact
  • Case Study: SaaS Hiring & Training Program

     

Training Delivery Method

Onsite Training

CustomizableTraining

Flexiable Training

  • Duration: 2 Days

  • Time: 9 Hours per Day

  • Format: Instructor-led classroom training

  • Trainer Travel: Our expert trainer can be flown in to your location

  • Best For: Teams looking for immersive, in-person training with real-time interaction, customized to your organization’s environment

  • Duration: 6 Days

  • Time: 3 Hours per Day

  • Format: Live virtual sessions via Zoom/Teams

  • Customization: Modules tailored to your team’s specific needs, priorities, and experience levels

  • Best For: Distributed teams, remote-first organizations, or those preferring shorter, focused learning sessions over multiple days

  • Choose between onsite or online based on your schedule and learning preferences

  • Ideal for organizations seeking a blended approach or spreading sessions over multiple days

  • Training includes interactive activities, case studies, and practical application exercises

Certification Exam Details

Why to Choose TCSS - CSTL

  • Duration to Take Exam: 14 weeks post-training
  • Format: 50 multiple-choice questions
  • Time Limit: 60 minutes
  • Passing Score: 70%
  • Deliver: Online via TCSS Community Learning Portal
  • Multiple attemps permitted

Our programs are built around industry standards and designed not just to certify—but to transform. They blend core learning with skill-building so that every attendee leaves ready to apply what they’ve learned from day one.

Ready to Train your Team?

Whether you’re interested in onsite or online training, we’re ready to customize the experience to meet your team’s unique needs.

📩 Fill out our Contact Form – Simply add your Name, Email Address, and include your training requirements in the comments section. This will help us understand your team’s goals and recommend the best solution.

📅 Prefer a quick call? Schedule a Call with our Principal Trainer via Calendly to discuss your training needs in real time.

Let’s work together to upskill your support team with training that delivers results.

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