How to be a Great Call Centre Team LeaderTuesday 8 and Thursday 10 December 2026

I learnt some amazing time management skills. Excellent tools for call monitoring, performance management and coaching. Marc is friendly and full of knowledge. He really tailored the program to what I needed and had some fabulous advice. Highly reccomend.

I completed the course ‘How to Develop Effective Call Centre Team Leaders’ with our Senior Customer Support Manager. Marc was an engaging and thorough trainer, taking us through best practices, operational rhythms and providing us with templates and material so we would put it into practice.

I would recommend the course for any contact centre leader – it will help you develop your Seniors and team members. We had many takeaways that we are embedding with our other Managers and Seniors.

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.

Good training, learned many new things regarding call centre & leadership skills. Training provided by Marc was excellent.

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.

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

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.

Now that our Team Leaders have the skills to lead their teams more effectively, we are hitting our numbers and going from strength to strength.

Marc’s training is a mix of “foundation” and cutting edge modules allowing any company’s training to be the very best in its field. It’s easy to understand and has a proven track record with actual results. Results are what counts, nothing else.

Marc coached and mentored me to get the best out of my team. I instantly liked him and the training provided was invaluable, and I looked forward to each session to learn more.

My success today is due to Marc’s input into my life! Marc is a great mentor and I would highly recommend him.

Marc is the definition of the word Mentor! Thank you for your endless guidance and support.

Marc knows how to develop leaders to reach their potential. He is encouraging, supportive and his wise counsel in the nuances of leadership is second to none. I will always be grateful for his guidance in helping me achieve my goals, which allowed me to assist my staff to achieve their goals.