Countdown to Launch

Coming October 15, 2025

  • 00 Days
  • 00 Hours
  • 00 Minutes
  • 00 Seconds

Check Out the Curriculum

Every lesson is built to be practical, easy to apply, and focused on helping you build a leadership strategy that works in the real worldโ€”no fluff, no filler. We use the LOOP Method, a step-by-step learning model that helps you retain and apply what you learn by guiding you through four key stages: Learn the Concept, Observe It in Action, Own the Practice, and Prove the Impact.

    1. ๐Ÿ“’ 1.1 Rethinking Your Role: From Vendor Liaison to Performance Leader

    2. ๐Ÿ“’ 1.2 Aligning Outsourcing with Business Goals

    3. ๐Ÿง  1.3: Own the Partnership, Drive the Performance

    4. โœ”๏ธ 1.4 Knowledge Check

    1. ๐Ÿ“’ 2.1 Setting SLAs That Drive the Right Behavior

    2. ๐Ÿ“’ 2.2 Operational Models: Seat-Based, Outcome-Based, Hybrid

    3. ๐Ÿ’ผ 2.3 How Airbnb Scaled Global CX by Leading Its BPOs Like Internal Teams

    4. ๐Ÿง  2.4: Set the Structure, Shape the Results

    5. โœ”๏ธ 2.5 Knowledge Check

    1. ๐Ÿ“’ 3.1 What to Measure: Metrics That Matter

    2. ๐Ÿ“’ 3.2 Structuring QBRs and Weekly Reviews

    3. ๐Ÿ“’ 3.3 Managing Red Flags Early

    4. ๐Ÿง  3.4: Measure What Matters and Stay Ahead of Issues

    5. โœ”๏ธ 3.5 Knowledge Check

    1. ๐Ÿ“’ 4.1 Building Trust and Accountability Across Time Zones

    2. ๐Ÿ“’ 4.2 Scaling the Partnership or Resetting Expectations

    3. ๐Ÿ’ผ 4.3 How Spotify Transformed BPO Performance with Strategic Metrics and Reviews

    4. ๐Ÿง  4.4: Lead Across Borders and Moments

    5. โœ”๏ธ 4.5 Knowledge Check

    1. ๐Ÿ“’ 5.1 Final Checklist: Your First 90 Days of BPO Excellence

    2. ๐Ÿ“’ 5.2 Common Pitfalls to Avoid and How to Stay Ahead

    3. ๐Ÿง  5.3: Execute, Lead, and Stay Ahead

    4. โœ”๏ธ 5.4 Knowledge Check

    5. ๐Ÿ“– 5.5 Download Your Playbook

About this course

  • $149.00
  • 24 lessons
  • 0.5 hours of video content

Get this courseโ€”or unlock access to every course in our Certification Series.

Each one is built with the same goal: helping you become a Certified CX Operations Leader (CCXOL).

See What's Inside CCXOL