Bridging the management gap
As a number of African countries are looking to expand their BPO workforce by over 800,000 new jobs by 2030, there are a number of challenges facing African BPOs. For one thing, Africa is up against established players like India, the Philippines and Latin America in the BPO space. This means Africa must up its game when it comes to scaling up operations and talent readiness. On top of this, there’s a shortage of skilled management to fully support this expansion.
ImpactifyU was established to help bridge this management training gap in African call centers and help set African BPOs up for success.
Why ImpactifyU?
ImpactifyU’s mission is to empower African youth through an innovative online learning platform that equips individuals with no contact center experience to achieve the skills and proficiency of a seasoned agent with one year of experience.
We're committed to preparing these individuals with the expertise needed to deliver exceptional, high-quality customer service. We offer:
- A customized curriculum: Our courses are designed specifically for the unique challenges of the African landscape and can be customized to fit any mid-management need.
- Expert-led training: Delivered by seasoned professionals, our programs provide practical insights and real-world applications.
- Scalable solutions: We aim to train thousands of students annually, meeting the urgent demand for capable managers.
Building confidence, expanding capabilities
ImpactifyU offers a structured approach to management training:
- Level I: Foundational Leadership - For new team leaders, focusing on essential management skills.
- [COMING SOON] Level II: Advanced Management - For managers overseeing team leaders, emphasizing data-driven decision-making.
- [COMING SOON] Level III: Strategic Leadership - For senior leaders, focusing on high-level communication and strategic problem-solving.
- [COMING SOON] Women in Leadership - Addressing the unique challenges faced by women in leadership roles.
Graduates leave our programs equipped with practical skills and industry-recognized certifications, ready to contribute effectively to their organizations.
Investing in the future
By investing in ImpactifyU’s training programs, BPOs can confidently enhance their management capabilities. Our graduates not only fill the current skills gap but also position African BPOs for global competitiveness, driving economic growth and creating sustainable opportunities across the continent.
ImpactifyU Development Series
Front-Line Leaders
ImpactifyU's Level 1 Leadership Development Course is designed specifically for new team leaders and high-potential candidates in Africa’s Business Process Outsourcing (BPO) industry, but can be customized to suit anyone who leads a team at the front line. This comprehensive six-week program will equip you with the essential skills and knowledge to excel in your role as a front-line leader.
Suitable for new or aspiring Team Leaders, to understand how to become an effective leader of front-line customer service representatives.
What to expect
In this course, you'll gain:
- A deep understanding of BPO fundamentals and your role as a team leader
- Practical skills in people management, coaching, and performance improvement
- Expertise in using data to drive team performance
- Strategies for effective team management and communication
- Insights to develop your unique leadership style and presence
Level 1 - Leading a Team: Course structure
Our Level 2 program combines e-learning modules with interactive Zoom sessions, allowing you to learn at your own pace while benefiting from live discussions and peer interactions. The course is divided into five key modules:
- The Fundamentals (1 week)
Managing People (1 week)
Mastering Team Performance (1 week)
Managing a Team (1 week)
Being The Leader Your Team Needs (1 week)
The final week is dedicated to a practical case study, where you'll apply your learnings to real-world scenarios.
Certification and beyond
Once you’ve successfully completed Level 1, you'll receive an industry-recognized certification, validating your leadership capabilities. You'll also gain access to the exclusive ImpactifyU Community, where you can continue your growth journey through peer collaboration and ongoing learning opportunities.
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