Leadership & People Management for Team Leaders
A practical, people-focused course designed and delivered by Daniel Ord .
Among all roles in the Contact Centre, the Team Leader role is both pivotal and demanding. Great Team Leaders don’t just hit their own numbers – they multiply success across a group of people while helping everyone grow.
Leadership & People Management for Team Leaders equips Contact Centre and Customer Service Team Leaders with the know-how to lead people and manage performance confidently. The course translates leadership and people management into clear, usable behaviours on the floor.
- Delivered on limited public dates
- 2 × 4.5 hour live online sessions
- Built from 25+ years of global practice
- Understand the full scope of the Team Leader role
- Use practical leadership tools that build trust and confidence
- Hold better conversations that support performance and growth
Why Leadership & People Management Training Matters
Most people don’t go to school to learn how to be a great Team Leader. They’re promoted because they were strong Advisors, then suddenly expected to manage performance, support wellbeing, develop people and “keep everyone engaged” – often with little formal guidance.
Without a clear framework, TLs can spend their time firefighting, rescuing or avoiding the conversations that matter most. That’s exhausting for the Leader and confusing for the team.
Leadership & People Management for Team Leaders provides a structured, practical way to approach the people side of the role – from defining responsibilities and using time well, to engaging team members and having better everyday conversations.
It’s grounded in real Contact Centre and Customer Service environments, not generic leadership theory.
Who Is This Course Suitable For?
Leadership & People Management for Team Leaders is designed for Management and Supervisor levels working in Contact Centre and Customer Service environments – whether new to the role or experienced.
It’s ideal for Team Leaders who want more confidence in leading people day to day, and for Senior TLs or aspiring Leaders who need a clear, shared approach to people leadership.
The course is especially valuable where Team Leaders are expected to manage performance, support development and drive engagement, but haven’t had the chance to build their leadership toolkit.
It also aligns well with organisations investing in stronger frontline leadership capability, culture, engagement and performance – helping TLs bring consistency, clarity and confidence to how they lead their teams.
Typical roles that benefit from this course include:
- Team Leaders / Supervisors: leading day-to-day performance, behaviour and engagement.
- Senior Team Leaders: supporting multiple TLs and setting people leadership standards.
- Emerging Leaders: high-potential Advisors preparing to step into TL roles.
- Coaches / QA Partners: who work closely with TLs on capability and development.
- Customer Service / Contact Centre Managers: wanting stronger people leadership at TL level.
A short interview with Daniel Ord introducing this course
This brief conversation provides context on the focus of the course, who it’s designed for, and how Team Leaders typically apply the learning in day-to-day contact centre environments.
Tip: If you’re looking for alternative training courses for Team Leaders including operations, quality coaching, WFM, CX and more — see our Contact Centre Team Leader courses course.
Delivered Live Online Across Two Consecutive Days
Leadership & People Management for Team Leaders is delivered as 2 × 4.5 hour live online sessions on consecutive days.
Day One focuses on the scope of the Team Leader role and the foundations of leadership. Day Two moves into engagement and conversations – giving TLs practical ways to bring leadership and people management to life with their teams.
Sessions are practical and interactive, with models, reflection, discussion and real Contact Centre examples guided by Daniel Ord.
- ✔️ Live, practical training focused on real people leadership situations
- ✔️ Conversation tools and frameworks you can use immediately
- ✔️ Built for busy TLs who need usable, human approaches to leading people
TLs leave with a leadership playbook they can put into action the same week.
Course Modules
The course is built around four structured modules, each focused on a different aspect of leadership and people management for Team Leaders.
Participants move from clarifying the Team Leader role, to leadership and business context, to engagement, and finally to the conversations that bring everything to life on the floor.
1. Team Leader Roles & Responsibilities
We start by clarifying what the organisation expects from the Team Leader role and what “great” looks like on the frontline. TLs explore how their time is currently spent and where it needs to be focused.
Topics include the four categories of the TL role (Staff Development, Staff Support, Management & Administration, Personal Development), time and motion exercises, and using the KSAA framework and Advisor Success Profile to get intentional about development.
2. Leadership
This module connects leadership concepts with daily practice in a Contact Centre. TLs look at how purpose, mission, values and service vision play out in their environment.
Topics include key business terms, the Service Delivery Vision, the difference between leadership and management, and self-leadership – including the shift from a judging mindset to a connecting mindset.
3. Employee Engagement
Here we translate engagement principles into practical actions for Team Leaders. TLs consider what helps people feel connected to who they work with and what they do.
Topics include the four aspects of engagement, “Who we are and what we do”, questions to ask about engagement, autonomy, mastery and purpose, and applying insights to real TL challenges.
4. Having Conversations
Strong relationships are built through the conversations people have with each other. This module focuses on the operating rhythm and the essential conversations TLs need to have with their people.
Topics include what it means to be a coach, praise and recognition, conversations about improvement, poor performance and behaviour, monthly reviews, team huddles and performance discussions.
What You’ll Be Able To Do After This Course
Leadership & People Management for Team Leaders builds practical, human leadership capability that TLs can apply immediately with their teams.
- Understand the full scope of the Team Leader role and where to focus time and attention.
- Apply practical leadership and people management techniques that build trust and confidence.
- Engage and develop team members using structured, real-world approaches.
- Hold meaningful conversations – including praise, feedback and tougher discussions – that support performance and growth.
- Bring leadership concepts such as values, vision and engagement to life on the Contact Centre floor.
- Become more intentional about how time is used across development, support, admin and personal growth.
TEAM LEADER DEVELOPMENT PATHWAY
Explore the Daniel Ord Team Leader Development Pathway
The Team Leader role rarely comes with formal training. Most people move up because they excelled in frontline work — then discover the job requires a completely different skillset. The Team Leader Development Series fills that gap, providing clear, practical, real-world training for Team Leaders at every stage of experience.
This Leadership & Management for Team Leaders course is one of four courses covering Call Centre Operations, Quality & Coaching, Leadership & People Management, and Customer Experience — each one standalone, but together forming a complete foundation for confident, capable Team Leader performance.
Call Centre Operations Management for Team Leaders
Understand the processes, metrics and dynamics that drive performance — and how daily TL decisions influence customers, employees and results.
View courseQuality Management & Coaching for Team Leaders
Learn how to define, measure and coach service quality using standards, monitoring and supportive, performance-shifting conversations.
View courseLeadership & People Management for Team Leaders
Move from firefighter to leader — build trust, hold the right conversations, and create team rhythms that drive performance, growth and engagement.
You’re viewing this courseCustomer Experience Management for Team Leaders
Learn how CX works — and how to link journeys, VOC and metrics to day-to-day TL decisions, coaching and communication.
View courseLooking for broader contact centre management coverage?
For managers and senior leaders, we also offer two all-rounder programs: Introduction to Contact Centre Management and Contact Centre Management Fundamentals .
About Your Trainer, Daniel Ord
The Leadership & People Management for Team Leaders course is designed and facilitated by Daniel Ord, one of the world’s leading trainers in Contact Centre and Customer Experience leadership. Daniel has spent decades teaching Team Leaders, Managers and senior CX professionals how to lead people in a way that lifts performance, engagement and behaviour.
His leadership programs are known for being practical, human and immediately usable. Instead of generic theory, Daniel breaks down the real people-leadership challenges TLs face every day — time use, expectations, performance, engagement and conversations — and gives clear frameworks to handle them confidently.
Team Leaders leave with a stronger sense of identity as leaders, a practical toolkit for people management, and the confidence to bring out the best in their teams.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and presenting keynote speeches across the world.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC) and is Net Promoter Certified.
Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people achieve success.
So it's not surprising to note that despite all the numerous industry accolades and recognition, it's the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.
What People Say About Training with Daniel Ord
Daniel Ord’s training has been delivered globally for decades across operations, quality, leadership and customer experience. The feedback is consistently strong: clear explanations, practical models and a delivery style that makes complex ideas easy to understand and apply.
Participants across industries talk about leaving Daniel’s programs with sharper tools, a shared language and the confidence to lead performance the right way. Here’s a sample of what people have said about training with Daniel:
Passion oozes and learning is fun
It was great to link all the elements of CX together. A clear path of which CX muscle to flex to deliver an outcome. Comprehensive, refreshing, engaging and great for those with years of experience or just new on the scene. You will learn something!
Great overview of the key metrics and considerations for managing a contact centre.
The Contact Centre Management Fundamentals course offers a comprehensive and practical overview of the essential principles required to effectively manage a contact centre. Covering core metrics and operational strategies, the course is well-suited for both new and experienced managers overseeing small or large teams.
A standout feature of the course was the facilitation by Daniel, whose engaging style and inclusive approach fostered open communication and active participation among all attendees. His ability to encourage dialogue and share real-world insights made the learning experience both dynamic and relatable.
Whether you’re stepping into a contact centre leadership role or looking to refine your management approach, this course provides valuable tools and frameworks to support performance, engagement, and service excellence. Highly recommended for professionals seeking to strengthen their foundational knowledge and drive impactful results.
Engaging and structured!
Daniel has made the 4 x half days fly very quickly, even through online delivery. The course was very engaging and informative. He has made the big beast of CX management not so scary and gave practical examples of where to start. The big takeaway for me is how all the many “big” aspects tie together, and that we don’t need to know all of it to get our CX journey going. Thank you Daniel and Marcus!
Top Tier!
This course was helpful in breaking down how to build a quality contact centre QA framework, and has challenged my thinking of what we had already established. I particularly found the segment around the Service Vision was the most interesting for me.
Daniel was an amazing facilitator, making the space feel safe to contribute thoughts and ideas.
Truly Enlightening
Big thanks to Daniel and Marcus for the incredible two days training. I appreciate and acknowledge your effort in providing us with better understanding of how to enhance email, communicate well using structured framework and associate techniques. Thank you.
Thankyou!
Very informative training. I will definitely apply the knowledge gained from the email customer service training in my everyday communications with the customers. Thank you team!
Best Email Training!
This training was great because we were able to lean a lot within two days. While on the first day of the training, I was already able to picking on my errors and make the changes very quickly.
Priceless and engaging
This was one of the most enjoyable courses that I have ever done. No boring bits! Daniel was amazing and kept us totally engaged in this interactive course. Our comments and opinions were warmly welcomed. The course content was priceless for our roles in customer service.
Of course, we were given tools to make sure our customers were given top tier customer service. What I didn’t expect was how these tools would also benefit us so much. I feel more confident and calmer moving forward. While all of this is a work in progress, I am excited to try these new techniques, have fun with them and no doubt enjoy great results. Thank you so much!
Engaging session very relevant to our business
We recently attended the Managing Difficult Customers Course presented by Daniel Ord and found it to be highly beneficial. Daniel was an engaging presenter who kept us captivated throughout the session. The course covered many relevant topics that directly apply to our day-to-day work.
We thoroughly enjoyed the course and are already discussing ways to tweak our current practices to incorporate the strategies we learned. Overall, it was an insightful and practical experience that we believe will significantly enhance our customer relations.
Enlighting and helpful
An enjoyable course providing valuable insights to help to have valuable conversations with our customers. Well presented and very engaging. Great Job!
AMAZING!!!
I would highly recommend this course to any new or experienced Quality Assurance member. I am new to the role and have gained so much from this course. Myself and a colleague are in new roles in a brand new team where we have had to build our roles from the ground up. Whilst we have done this since Feb 2025 this course and Daniel have given myself and my colleague very valuable information that will assist us in developing ourselves, it will also assist in the development of our teams.
Fantastic course!
A really a comprehensive and enjoyable course to attend.
A great course
Daniel was fantastic! The course gave me a fresh perspective of how to deal with difficult interactions with customers as well as different techniques when having those tough conversations. I highly recommend this course!
This training session was awesome!
Daniel did an excellent job sharing tips and tricks for handling conversations with difficult customers. I will definitely use the tools he provided! Thank you Daniel & Marcus
Friendly, Insightful, Professional
Daniel’s course was a very pleasant experience. His friendly and open approach creates wholesome environments where all participants can engage and ask questions. His course material is also easy to understand, easy to remember, insightful and helpful.
You can really see how applicable his course material is to your work and how teaching this course has evolved based on the feedback he has received while teaching it.
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Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
Pricing and Payment Options
The Leadership & People Management for Team Leaders course is delivered live online across two consecutive days as 2 × 4.5-hour sessions, facilitated by Daniel Ord. Public sessions run on select dates throughout the year and often fill quickly.
You can enrol a single Team Leader or book multiple seats for your leadership group. Choose your preferred date in the Upcoming Dates section below and complete your booking.
💳 Credit card and invoice payments are both accepted.
Sessions are intentionally capped for a high-quality learning experience. Booking early is recommended.
📅 Upcoming Public Courses - Leadership & People Management for Team Leaders
Join an upcoming Leadership & People Management for Team Leaders program. Choose your preferred date below, go to the course page, and complete your booking in minutes.
This course is delivered live online across two consecutive days as 2 × 4.5-hour sessions. Sessions run on select dates throughout the year and often book out early.
Prefer to talk first or want private delivery for your Team Leaders? Call +61 3 9008 7287 or send us a message.
June 2026 People Leadership for Call Centre Team Leaders
Online via Zoom Price: $897.00 AUD ex GSTThe June 2026 People Leadership & Management for Call Centre Team Leaders teaches practical people-management, engagement and performance conversation skills.