Intro to our Leadership Community - Mark Mutaahi
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Start Here - Welcome to the Team Leader Primer
Welcome message and kicking off your Team Leader Journey! Provides an overview of the agenda for the course in a quick 3 minute video.
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Step 2 Overview: The Team Leader Experience Course
The complete practical roadmap for new team leaders. Five modules covering the fundamentals of leadership, managing people, mastering team performance, day-to-day operations, and beginning your leadership journey. Built from 25 years leading large support teams at DoorDash, Uber, and Capital One. Complete all five modules and earn your ImpactifyU Level I certification.
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TLX Primer Module 1: Lesson 1
REQUIRED COURSE: Module 1 gives you the foundation every Team Leader needs — why operations teams exist, what your role means, and how to structure your time so you show up prepared every single day. Once you complete Lesson 1, take lessons 2-6 to complete Module 1 and be ready for Module 2. This first lesson helps you ground the basics on why companies need support, an important first step in your journey. Complete the knowledge check to unlock Mini Course 2.
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Unlock at Level 2
or Upgrade to Standard
TLX Primer Module 1: Lesson 2
Why BPOs are the answer - learn about how BPOs fit into a support network and the benefits companies will have through a partnership.
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Unlock at Level 3
TLX Primer Module 1: Lesson 3
Lesson 3 of the Team Leader Experience Primer will take you through all the key teams and relationships that you will need to be successful in your role. These teams are there to help you and support your success as a TL, get to know them quickly and bring them in early to challenges you face as a Team Leader.
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Unlock at Level 4
TLX Primer Mod 1 Lesson 4
Lesson 4 in the TLX Primer series is designed to help you understand the challenges of moving from a front line agent to being a Team Leader, and then what the actual role of TL means in terms of contributions to your BPO and client's success.
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Unlock at Level 5
TLX Primer Mod 1 Lesson 5
Lesson 5 in the Team Leader Experience series reviews your key stakeholders, the priorities you need to set to meet everyone's expectations. It's often a Tug of War, and deciding where your top priority is can be tricky.
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Unlock at Level 6
TLX Primer Module 1: Lesson 6
The final lesson in Module 1, you will hear important information that will help you be successful in your first 90 days. In addition, we walk you through what your first 12 months of development should look like, to level set your understanding of growth vs speed.
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A David Moment - Episode 1 - Boutique African BPOs
A series of CX related video content on specialized subjects.
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A David Moment - Psychological Safety
What does Psychological Safety mean and how do you display it?
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A David Moment - The Accidental Leader
What happens when you all of a sudden get promoted and need to now show leadership?
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The Empathetic Leader
What does it mean to be an Empathetic Leader and how do you show it?
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Unlock for $75
Team Leader Experience Module 2 - Managing People
The continuation of the Team Leader Experience Primer course, this module contains all lessons required to complete Module 2. This course takes you through all aspects of how you manage individual team members, the day-to-day to coaching and conducting performance reviews.
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Unlock for $75
Team Leader Experience - Module 3 Team Performance
In Module 3 of the TLX Primer course, you will understand how to look at team performance metrics, understand how to interpret signals and drivers of performance opportunities. You will be taken through how to diagnose and course correct your team's performance. Note: this Module will also have a live zoom session to review your activity and for you to ask questions.
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Unlock for $75
Team Leader Experience - Module 4 Managing a Team
In this 4th Module for the TLX Primer, you will be shown tips and techniques on how to drive great performance through strong communication and team activities. You will also create a vibrant Team Board as one way to communicate performance status, that will be followed up with a required zoom session to present your work and get feedback in a group forum.
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Unlock for $75
TLX Module 5 - The Leader Your Team Needs
In the last required course for the Team Leader Experience Course, we will take you through leadership qualities that you need to develop as a Team Leader who is early in your career development. This course focuses on those key qualities to be a great Team Leader. Note: upon completion of this course, you will be eligible to receive your Impactify Leadership Community Certification.
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