TCSS Customer Support Leadership -

TCSS Customer Support Leadership (TCSS-CSL)

Certification Overview

Upon successful completion of this training, participants will be awarded the TCSS Customer Support Leadership Training (TCSS-CSL) certification..This respected certification shows that a support leader has the strategic skills needed to run support center operations effectively, improve team leaders performance, and align support goals with overall business objectives. It focuses on important areas such as planning for the future, managing team leaders and their team performance, improving service quality, increasing customer satisfaction, and using proven support practices.

It also proves their ability to get support from senior management for service improvements, clearly shows the value of the support center, and manages operations with a clear plan and strong leadership. Key skills include planning staff needs, managing service quality, handling budgets wisely, growing future leaders, and making sure support strategies match business goals.

What you will Learn

Who Should Attend?

How to select and implement the right Support Model (e.g., 24×7 vs. 24×5)
How to write Business Case to justify investment from senior managment team
Choosing and configuring Support Channels (Email, Chat, Phone, Multi-channel)
Designing Support Workflows and integrating with Delivery Technologies
Establishing SLAs and customer-centric processes
Creating a Product-Aligned Support Process Architecture
Setting up a Public-Facing Knowledge Base for proactive support
Building a Hiring & Recruitment Framework for all support roles
Defining Job Descriptions & Employee Tier Structures
Implementing a robust Workforce Management System
Designing a detailed Training & Onboarding Plan with a Gantt Chart
Creating an Internal Knowledge Transfer System for just-in-time learning
Setting up Role-Based Training Plans for Agents, TLs, and Leadership
Defining Monthly KPIs and building a Balanced Scorecard
Establishing an Incentive & Yearly Appraisal Framework (360° Review)
Drafting and enforcing Employee Conduct Policies tailored to support teams
Defining Attendance Management & Schedule Adherence Metrics
Implementing Case Quality Audits with the right QA technology
Documenting and standardizing SOPs across all functions
Running Bi-weekly Process Reviews to drive continuous improvement

The TCSS Customer Support Leadership (TCSS-CSL) program is designed for senior professionals who are responsible for shaping and scaling customer support operations. Ideal participants include:

Customer Support Heads & Vice Presidents
Those overseeing the entire support function and looking to drive strategic transformation.
Support Directors & Senior Managers
Leaders managing teams and processes who need a structured blueprint for scaling operations.
Customer Experience Leaders
Professionals aiming to align support initiatives with overall CX goals and business outcomes.
Support Strategy & Operations Managers
Individuals responsible for implementing governance, QA, and performance frameworks.
Aspiring Support Executives
Mid-level managers preparing to transition into senior leadership roles.

Course Curriculum

Unit 1: Introduction to Customer Support

Role of Customer Support
Types of Customer Support Teams
Channels in a Customer Support Center
Mission & Vision of a Support Center (Top 6 Examples)
Role of a Head of Support Center Leadership
Effective Leadership Practices
Relationship Building with the Team

Unit 2: Career in the Customer Support Department

Operations Team
Hiring & Recruitment Team
Training Team
Quality Assurance Team
Workforce Management Team

Unit 3: Customer Support Maturity Stages

Tactical Stage – Reactive Support
Tactical Stage – Proactive Support
Strategic Stage – Customer Centric
Strategic Stage – Business Centric
Case Study: Real-Time Maturity Assessment
SWOT Analysis: Real-Time Support Center Case

Unit 4: Business Planning & Strategy

Strategic View – With Case Study
Service Level Management – Role of Department Head
Types of Case Priorities – Role of Department Head
Operating Level Agreements – Role of Department Head
SOPs (Standard Operating Procedures) – Role of Department Head

Unit 5: Technology & Service Support

Types of Technology in a Support Center
Case Study: Selecting Helpdesk Software

Unit 6: Support Financial Management

What is a Budget? (With Calculation Case Study)
Preparing a Business Case – Helpdesk Selection
Preparing a Business Case – Quality Tool Selection

Unit 7: Support Metric Management

Introduction to Support Metrics
- Metric Types
- Setting Metrics
- Leading vs Lagging Indicators
- Metric Nature & Purpose
- Common Metrics in Support
Metric Reporting & Accountability
Case Study: Gap & Trend Analysis

Unit 8: Support Quality Management

Importance & Process of Quality Assurance
Role of Head of Department in QA
Case Study:
- QA in a SAAS Company
- DSAT Analysis
- Outlier Management
- Process-Level Variation

Unit 9: Support Center Operations & Processes

Department-Accountable Service Operations:
- Incident Management
- Request Fulfillment
- Escalation Management
- Problem Management
- Event Management
- Security Management
- Change Management
- Asset & Configuration Management
- Release & Deployment Management
- Knowledge Management
Service Management System – Head’s Role
Case Study: Trend Analysis via Case Category

Unit 10: Workforce & Training Management

Staffing & Scheduling
Workforce Management Activities
Utilization & Occupancy
Sourcing Models
Case Studies:
- Gross Staffing Calculations
- Tier System Implementation
Training:
- Importance Misconceptions, Needs, Methods, Measurement
- Case Study: SAAS Company Hiring & Training

Unit 11: Performance Management Process

Setting Performance Standards
SMART Objective Setting
Case Studies:
- Bi-weekly Coaching
- Shadow File Creation
- Agent Balanced Scorecard
- Department Scorecard Preparation

Unit 12: Teamwork & Employee Motivation

Team Formation Stages
High-Performing Team Characteristics
Techniques for Recognition & Motivation

Training Delivery Method

Onsite Training

CustomizableTraining

Flexiable Training

Duration: 3 Days
Time: 8 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: 4 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 - SCA

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.