Marc Carriere
Creating Amazing Call Centre Team Leaders
Marc is a proud dual Canadian/Australian citizen with over 30 years in the Customer Contact industry, Creator of the Creating Amazing Team Leaders and Becoming An Amazing Team Leader online courses, Mentor of the 7 Pillars Mastermind, CEO of Marketing Tactics and founder of yourleadEngine.
Marc helps Business Owners, Senior Executives and Call Center Managers develop a proven, practical training program that creates amazing Team Leaders who coach, nurture and lead winning teams.
Over the past 34 years Marc has provided call center consulting and training services to a wide variety of 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.
Marc realises there were 3 Key Problems we all experience:
- Unproductive team members who aren’t managed or coached effectively by Team Leaders.
- Most Team Leaders haven’t been trained or coached effectively on how to lead their teams.
- We know that amazing Team Leaders are crucial to allowing us to meet our goals.
To solve these frustrations Marc created online courses and live Mentoring and Coaching sessions that deliver:
- Self-paced online course or live online sessions to teach a practical, proven Team Leader Training Program that delivers the key training foundations to create amazing Team Leaders.
- Resources, Tools and Templates you can customise to your specific needs and use straight away for any call centre operation.
- Team Leader Workbooks and Guides, and access to an additional 15 Bonus Micro Training Videos
Marc believes every person responsible for running a call centre has the power to say goodbye to the stress and frustration of regularly missing their targets, and finally feel the relief of consistently hitting (or even exceeding) their monthly goals and targets.
Marc now partners with CX Skills to facilitate his public and private bookings for the Asia Pacific region.
A man obsessed with creating amazing Team Leaders!
It’s fair to say that after you’ve trained, coached or mentored hundreds of people in the Customer Contact industry around the world for over 30 years, with the runs on the board to show for it, it’s no surprise that people want to hear from you!
Marc is also a prolific writer, contributing numerous articles on CX Central and ACXPA, as well as his own YouTube channel, and he’s well known on the LinkedIn community for sharing his insight and passion into the industry.
When Marc isn’t working…Â
When he’s not on Zoom training people around the world or consulting with B2C companies, you’ll find Marc walking on the soft sand on his daily beach walks or working out lifting weights at the gym, reading, writing, playing golf (VERY badly!) and barracking for his beloved Broncos.
Born and raised in Montreal, Marc moved to Australia in his early 20’s, and because he liked staying warm year round (and not shovelling snow) and the people so much, he stayed!
Marc became a proud Australian a few years after arriving, and since that time has lived and worked in 8 different countries around the world performing in the trenches honing his skills and forming a great base for developing practical proven systems and tools for Call Center Managers and Team Leaders that actually work!
Marc Carriere Testimonials
Marc loves helping people coach and inspire their teams to achieve more than they thought they could and he’s obsessed with helping thousands of people create amazing Team Leaders who coach, nurture and lead winning teams.
The best thing about his business is the satisfaction he gets seeing how confident and inspired people are after applying the new skills they’ve learned and developed working with him. Hear what people have said about working with Marc…
Feedback for training
Good training, learned many new things regarding call centre & leadership skills. Training provided by Marc was excellent.
Response from CX Skills
Thanks Shah, glad to hear you enjoyed the course with Marc and good luck on your progressing your career!
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.
Private and Public Training Course Options
Aside from his self-paced online courses for creating amazing Team Leaders or becoming one, Marc also conducts his courses publicly enabling you to send as few as one person or multiple team members; see Marc Carriere’s upcoming public courses listed below.
Marc is also available to conduct private training courses (either in person or remotely) which enables more flexibility with delivery, the ability to customise content to align specifically to your business and for larger groups it can also be more cost-effective.
You’ll find a list of Marc’s upcoming public courses below or for private course enquiries, contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >