How to be a Great Call Centre Team Leader Training Course
$997 per person ex GST (Discounts Available)
Delivered via 2 × 3.5-Hour Online Sessions
The How to be a Great Call Centre Team Leader course provides new and existing Team Leaders with the skills, tools and confidence to lead high-performing teams in any contact centre environment.
Participants will learn how to coach, motivate and support their team members to consistently hit targets and KPIs — and even discover which KPIs they should be using to measure success.
Delivered live online over two interactive sessions, the course is packed with real-world examples, downloadable tools and structured frameworks that enable fast skill development without impacting operations.
- ✔ 7 hours of live, facilitated team leader training
- ✔ Includes 14 downloadable tools and templates
- ✔ Designed for new, existing or emerging Team Leaders
Developed and delivered by Marc Carriere — one of Australia’s most experienced call centre mentors — this course blends proven leadership frameworks with decades of practical insight.
It’s not theory or management fluff; it’s a fast, focused program that gives Team Leaders the clarity, confidence and systems to lead effectively in any call centre.
Why Team Leader Training Matters
Most Team Leaders land the role because they were the strongest agents. Then reality hits: they’re now responsible for people, performance and KPIs with little formal training on how to coach, prioritise and lead. The result is inconsistent standards, reactive “firefighting,” and avoidable churn in both customers and staff.
The How to be a Great Call Centre Team Leader course fixes that. It gives new and existing TLs a clear operating system for the role: time management that protects coaching time, coachable call structures, practical monitoring and scoring, and feedback that actually lifts capability.
Leaders leave with ready-to-use tools and templates to embed standards, track progress and keep teams focused on the right KPIs. Less guesswork, more consistency, better outcomes.
When Team Leaders coach well and lead with clarity, you get sharper quality, faster speed-to-competency and higher engagement. That’s real ROI, week after week.
Who Is This Course Suitable For?
The How to be a Great Call Centre Team Leader Training Course is designed for anyone responsible for leading, coaching or supporting employees in a contact centre, customer service or phone-based environment.
Whether you call them Team Leaders, Supervisors, 2ICs or Managers — this course gives them the structure, tools and confidence to lead engaged, high-performing teams that consistently deliver results.
It’s equally valuable for those preparing to step into leadership as it is for experienced TLs who want a refresher or a stronger coaching framework.
The skills taught are agnostic to contact centre type — inbound, outbound, sales or service — and immediately applicable to any environment where success depends on team performance.
The outcome: confident, capable Team Leaders who lift performance and engagement.
Existing employees preparing to move into a Team Leader role
Responsible for managing employees whose primary role is on the phones.
New Team Leaders
Equipping themselves with best-practice skills, resources and tools.
Existing Team Leaders
Enhancing their existing skills to take their team to the next level.
Long-term Team Leaders
Leaders needing a reset.
The skills taught are agnostic to all call centres so it doesn’t matter whether you have an inbound call centre, outbound call centre, sales, service etc., the skills taught to your team leaders will be applicable.
Built for Online/Virtual Training
The How to be a Great Call Centre Team Leader course is delivered online/virtually with set dates and times to help you plan ahead (refer to upcoming public course dates at the bottom of this page).
Delivered over two consecutive days, with a 3.5-hour session each day, this format balances structured learning with operational flexibility. It’s designed to ensure participants stay engaged, practise new skills, and immediately apply techniques between sessions.
Each session is fully interactive — not a webinar or lecture. Expect discussions, real-world examples, and practical tools tailored to help Team Leaders manage people, performance, and customer outcomes with confidence.
- ✔ Easy to join: simple online access; no travel required
- ✔ Interactive format: practical activities, real scenarios and group learning
- ✔ Operationally friendly: short sessions over two days minimise disruption
- ✔ High engagement: participants work together, share experiences and receive live coaching
Prefer it delivered just for your team? This course is also available onsite for private groups — see Public or Private Options for details.
7 Hours of Live, Facilitated Learning delivered via 2 × 3.5-Hour Sessions
We’ve designed this How to be a Great Call Centre Team Leader training course to equip Team Leaders with the fundamentals that can be applied to any contact centre environment — private sector, public sector, small contact centre, or large operation.
Each 3.5-hour session has been designed and is delivered live by Australia’s leading Call Centre Team Leader Coach and Mentor, Marc Carriere.
Session 1 – 3.5 Hours
MODULE 1: Preparing Your Framework for Success
Lessons and resources that bring clarity and a deep understanding of your purpose and the reasons why you and your team members want to achieve continued and sustained success.
MODULE 2: Amazing Team Leader Traits
Lessons and resources to identify the key traits, characteristics and practices of amazing Team Leaders — helping you identify the soft skills you need to develop to clearly understand your role and responsibilities.
MODULE 3: Effective Time Management
Lessons and tools that provide the structure and accountability to ensure you are spending the time needed each day to effectively manage and lead your team.
MODULE 4: Coachable Call Structures
Lessons and tools for creating easy-to-follow call structures (with the right steps and proper sequence) that make it easy for Team Leaders to coach team members and increase success.
Session 2 – 3.5 Hours
MODULE 5: Call Monitoring and Scoring
Easily and effectively monitor and score team members’ calls using a customisable Scoring Tool that identifies both areas to praise and opportunities for targeted improvement.
MODULE 6: Providing Effective Feedback
Lessons and resources for delivering constructive, nurturing feedback that highlights both positive and corrective coaching moments — enabling genuine performance improvement.
MODULE 7: Skills Audits
Lessons and templates for conducting Team Member Skills Audits to identify development areas and help Team Leaders get the most from their people.
MODULE 8: Coaching Plans
Lessons and templates for developing Team Member Coaching Plans that outline coaching roadmaps, areas of focus, and measurable outcomes for growth and success.
Included Resources, Tools & Templates
Every participant gets a practical toolkit you can use straight away. Files are easy to customise for your centre and help your Team Leaders regularly achieve (or exceed) monthly targets and KPIs.
7 Pillars Workbook
The companion workbook for becoming an amazing Team Leader.
Practical Templates & Tools
Editable files that support coaching, leadership routines and KPI focus.
The full pack of 14 resources is provided during the course delivery. Contents may be updated periodically to reflect best practice.
Not the perfect fit? Explore your options
If you need a different angle or a broader pathway, these options might suit your team and objectives better:
Team Leader Courses Hub
Compare all team leader programs in one place and choose the format that fits your capability goals.
Browse Team Leader CoursesIntroduction to Contact Centre Management
All-rounder management toolkit. 2 × 3-hour live sessions. Great if you want breadth across core disciplines.
View course →Contact Centre Coaching PRO
Advanced coaching techniques for TLs and managers. 3 × 3-hour live sessions to lift performance fast.
View course →About Your Coach and Mentor, Marc Carriere
Starting in his early 20s as a direct salesperson Marc Carriere began specializing in lead generation, telesales and appointment setting. And with the help of mentors and his natural ability, quickly became recognized as a direct marketing and call centre expert.
Over the past 35 years, Marc has provided call centre consulting and training services to a wide variety of B2B & B2C companies in Australia, Canada, Fiji, México, The Bahamas, United Kingdom and the United States of America.
With his worldwide experience managing call centre teams who have won 3 Silver and 3 Gold ‘Ardy’ Awards, mentoring and coaching Call Centre Managers and Team Leaders and having owned a call centre himself, Marc is well aware of the difficulties call centres face in consistently meeting their targets and KPIs.
Learn more about Marc’s background and approach on his trainer profile: Marc Carriere.
Private Training Options – Tailored for Your Business
The How to be a Great Call Centre Team Leader Training Course provides practical, high-impact development for current and emerging Team Leaders — giving them the structure, confidence and coaching techniques to lead engaged, high-performing teams.
While our public courses are perfect for individuals and small groups, many organisations prefer private training for a more tailored, team-specific learning experience.
A private course allows you to:
- ✔ Schedule training at dates and times that suit your operations.
- ✔ Keep discussions exclusive to your team for confidentiality and relevance.
- ✔ Customise the content to your leadership framework, KPIs and coaching goals.
- ✔ Train your Team Leaders together for consistent standards and shared learning.
Onsite delivery is also available for organisations that prefer face-to-face sessions (minimum numbers and travel costs apply).
📮 Contact us today to discuss pricing, customisation and availability for private delivery.
| Feature | Public Course | Private Course |
|---|---|---|
| Who Attends | Open to all companies and individuals | Your leadership team only |
| Learning Environment | Gain perspectives from Team Leaders across industries | Tailored discussions aligned to your business and KPIs |
| Dates & Times | Fixed schedule for easy planning | Flexible timing to suit operations |
| Content | Structured curriculum covering proven leadership techniques | Customised to your business challenges and leadership framework |
| Delivery Method | Live online (2 × 3.5-hour sessions) | Live online or onsite (2 × 3.5-hour sessions or customised format) |
| Cost | $997 per person ex GST | Quoted per session – cost-effective for larger groups |
| Best For | Individuals or small groups wanting structured leadership training | Organisations needing a tailored, in-depth leadership program |
| Minimum Numbers | No minimum – book 1 or more | Minimum of 4 participants |
| View Upcoming Public Courses > | Learn More About Private Training > |
Not sure which option is best? Contact us and we’ll help you choose the right fit.
What Participants Say About the How to be a Great Call Centre Team Leader Course
This program has helped countless Team Leaders, Supervisors and 2ICs grow their confidence and capability to lead high-performing teams. Participants consistently praise Marc Carriere’s engaging delivery style, practical frameworks and the immediate improvements they can make back on the job.
Whether you’re stepping into leadership for the first time or looking to sharpen your existing coaching approach, this course provides the structure, tools and insight to drive real performance uplift. Here’s what recent attendees have said:
Great course!
I highly recommend completing this course. Marc was a very engaging facilitator and opened the floor to some impactful discussions on each topic.
We had a smaller group session and it was the perfect way to absorb all the learnings.
Feedback for training
Good training, learned many new things regarding call centre & leadership skills. Training provided by Marc was excellent.
Informative and Insightful
Marc shows a deep understanding of the contact centre industry and is able to explain ideas and concepts in a clear manner. I will try to put to practice what I have learnt to improve behaviours and performance.
Confidence building training!
The course done with Marc helped me to view my role in a more clear and scheduled way. I was a little lost before starting these sessions, but setting aside that time each week to deep dive into methods we can implement in our teams has been a massive help.
The tools and reading materials that were shared with us are all engaging and can be implemented into most Team Leader based working environments.
I would recommend these sessions for anyone wanting to view a team leader role with more clarity and understanding or those who want to learn the skills needed to effectively manage a group of people
Highly Recommended!
From the outset of communicating with Marc to book the course, he was friendly, professional, and very accommodating to our needs which were greatly appreciated.
We had the privilege of being able to have Marc in-house to deliver the course in person for myself and one of my supervisors and Marc did a fantastic job of combining and delivering his ‘How to create amazing team leaders’ and ‘How to be an amazing team leader’ courses, keeping the content relevant and engaging for both of us.
The tools and resources provided will certainly add value to any call centre leaders/managers and give an excellent framework to help build, sustain and continue to develop a strong leadership team within a call centre.
For anyone new to a TL role or for those looking to know how to better develop their TL’s (and identify traits of future TL’s) I would highly recommend Marc’s courses and will look to use them again in future.
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
Looking for a More Flexible & Affordable Option?
Live training delivers the fastest skill development, but we also offer a wide range of Self-Paced Online Courses that provide flexibility when time, budget, or scheduling are tight.
- Short, engaging video lessons you can complete anytime
- Workbooks, quizzes, and certificates of completion
- Courses covering leadership, coaching, workforce optimisation, customer service and more
- Part of a growing library of 300+ on-demand programs
- Accessible anywhere, on any device
Pricing and Payment Options
The How to be a Great Call Centre Team Leader Course is delivered live online over two 3.5-hour sessions, providing an engaging and flexible learning experience that minimises operational disruption.
Book a single seat or enrol multiple Team Leaders to train together.
🎟️ Choose your preferred date in the Upcoming Dates section below and complete your booking online.
💳 Both credit card and invoice payment options are available.
Seats are limited. Early booking is strongly recommended to secure your place.
Purchase a Ticket to a Public Great Call Centre Team Leader Course
🎟️ All publicly available dates are listed below. Select your preferred session to purchase tickets instantly.
Format: 2 × 3.5-hour live online sessions over two consecutive days.
💳 Secure checkout is available via credit card, or you can request an invoice during the booking process.
Got questions about this course?
Want to train your whole team or explore a customised option?
Speak with us on +61 3 9008 7287 (Mon–Fri, 8:30am–5:30pm Melbourne) or
send us a message.
May 2026 How to Be a Great Call Centre Team Leader
Online via Zoom Price: $997.00 AUD ex GSTThe May 2026 How to be a Great Call Centre Team Leader is a great all-rounder course for new, emerging and existing team leaders.
July 2026 How to Be a Great Call Centre Team Leader
Online via Zoom Price: $997.00 AUD ex GSTThe July 2026 How to be a Great Call Centre Team Leader is a great all-rounder course for new, emerging and existing team leaders.
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