Subcategory • Managers
Contact Centre Manager Courses
Practical, real-world training for current and aspiring contact centre managers. Learn the frameworks, metrics, and leadership tools used by top-performing centres to lift service levels and reduce cost.
Our programs balance customer expectations, stakeholder demands, technology, and workforce performance—giving you the confidence to lead effectively in a high-pressure environment.
- Delivered by world-class practitioners with decades of operational leadership.
- Official training partner of the Australian Customer Experience Professionals Association (ACXPA).
- Built on exclusive insights from the Australian Call Centre Rankings.
Why Businesses Trust CX Skills for Contact Centre Manager Training
Our contact centre manager courses are built and delivered by operators who’ve actually run high-performing centres. You get pragmatic frameworks, Australian context, and current best practice, not recycled slideware.
- Decades of operational leadership. World-class trainers who’ve led large, complex centres.
- Official ACXPA training partner. Aligned with industry standards and community best practice.
- Powered by the Australian Call Centre Rankings. We teach what top performers actually do.
- Designed for busy managers. Tight, tool-heavy sessions you can apply the next day.
What Call Centre Managers Say About Our Courses
Real feedback from recent participants across Australia.
Available Contact Centre Manager Courses
Choose a foundation program to cover the core disciplines, or target a specific capability with a specialist course. Public dates are available for individuals, and private delivery can be tailored for your team.
All-Rounders
The best starting point if you want comprehensive management coverage.
Introduction to Contact Centre Management
The essential management toolkit for anyone stepping into contact centre leadership or managing without formal training. Covers the full breadth of disciplines — operating model, KPIs and service levels, QA foundations, WFM basics, and leadership routines — so you can run your centre with clarity and consistency.
Contact Centre Management Fundamentals
Advanced, end-to-end management discipline for leaders accountable for results. Build a robust operating model and master demand and capacity planning, forecasting through intraday control, staffing optimisation, SLA math, QA integration, coaching systems and continuous improvement — the full toolkit to lift service, cost and employee performance at scale.
Specialist & Bespoke Courses
Target a specific capability area or build a custom pathway for your team.
How to Design a Quality Assurance Framework
Design and embed a best-practice QA program with scoring logic, calibration, and coaching integration.
How to Assess & Coach Contact Centre Agents
Practical methods to evaluate performance and coach for behaviour change that sticks.
How to Lead & Manage Contact Centre Employees
Leadership skills for engagement, motivation, productivity and performance management.
Live Chat Management Training
Implement, staff and manage chat with the right metrics, concurrency, and workflow.
How to Develop Effective Team Leaders
Equip TLs with the systems and routines to coach, lead and deliver outcomes consistently.
Key Contact Centre Principles Managers Need to Know
Running a high-performing contact centre means getting several disciplines right at the same time. These are the core areas our courses help you master, with practical tools you can apply immediately.
The Science of Contact Centres
Workload math, staffing optimisation, service level logic, and the formulas behind stable operations.
How Contact Centres Work
Operating models, demand and supply, process design, and KPI selection that actually drives outcomes.
Leadership & Engagement
Routines, coaching, and communication rhythms that lift motivation, accountability, and performance.
Workforce Optimisation
Forecasting, scheduling, real-time management, and queue dynamics to reduce wait times and cost.
Quality Management
Scoring models, calibration, and feedback loops that improve customer experience and agent consistency.
Looking for Alternative Call Centre Training?
In addition to our call centre manager courses, explore our specialised training courses for call centre agents, team leaders, and workforce management professionals to enhance skills, efficiency, and leadership capabilities.
Call Centre Agent Training Courses
Develop the skills to deliver exceptional customer service across phone, email, and live chat.
Learn More >Call Centre Team Leader Courses
Essential training for call centre team leaders covering coaching, leadership, and operations.
Learn More >Workforce Management (WFM) Training
Learn WFM principles to optimise staffing, forecasting, and resource planning in call centres.
Learn More >The Ultimate Resource Hub for Contact Centre Managers
Managing a contact centre is hard enough. ACXPA membership gives you a dedicated support network, current best practice, and exclusive perks that make the job a little less chaotic.
Members save 25% on CX Skills courses
- Member pricing with 25% off all CX Skills courses (including all call centre manager courses).
- Benchmarks & insights with exclusive reports and the Australian Call Centre Rankings.
- WFM Hub access with rostering and forecasting tools that finally kill the Excel chaos.
- Expert content including videos, roundtables, and masterclasses.
- Private support groups to connect with experienced CX leaders and specialists.
- Downloadable tools and best-practice guides you can use immediately.
How Our Call Centre Manager Courses Are Delivered
Flexibility matters. You can join scheduled public courses as an individual, or book a private program tailored to your team.
Public Courses
Ideal for individuals or small groups. Learn with peers from other organisations and gain new perspectives.
Private Training
Best for organisations wanting tailored outcomes. We shape the content to your processes, people and performance goals.
Upcoming Public Courses for Contact Centre Managers
Secure your spot in the next available sessions. Courses run live online, so you can join from anywhere in Australia (or beyond).
September 2025 Introduction to Contact Centre Management
Online via Zoom Price: $697.00 AUD ex GSTFast-track your knowledge of contact centre management in this 2 x 3-hour course September 2025 introduction course delivered by Australian contact centre expert Justin Tippett.
October 2025 Contact Centre Management Fundamentals
Online via Zoom Price: $1,997.00 AUD ex GSTLearn global best practice contact centre management skills in this 16 hours (4 x 4-hour sessions) October 2025 online training course designed specially for contact centre managers.
November 2025 WFM Essentials
Online via Zoom Price: $2,797.00 AUD ex GSTLearn the essentials of Workforce Management for Call Centres in this 3-day November 2025 WFM Essentials training course delivered by the WFM experts at CallDesign.
November 2025 Introduction to Contact Centre Management
Online via Zoom Price: $697.00 AUD ex GSTFast-track your knowledge of contact centre management in this 2 x 3-hour course November 2025 introduction course delivered by Australian contact centre expert Justin Tippett.
December 2025 Real-Time WFM for Contact Centre Analysts
Online via Zoom Price: $697.00 AUD ex GSTThe December 2025 WFM Real-Time Analyst for Contact Centres training course is a one-day online training course designed for employees working in a Real-Time Analyst role in a Contact Centre.
February 2026 WFM Essentials
Online via Zoom Price: $2,797.00 AUD ex GSTLearn the essentials of Workforce Management for Call Centres in this 3-day February 2026 WFM Essentials training course delivered by the WFM experts at CallDesign.
February 2026 Real-Time WFM for Contact Centre Analysts
Online via Zoom Price: $697.00 AUD ex GSTThe February 2026 WFM Real-Time Analyst for Contact Centres training course is a one-day online training course designed for employees working in a Real-Time Analyst role in a Contact Centre.
May 2026 Contact Centre Management Fundamentals
Online via Zoom Price: $1,997.00 AUD ex GSTLearn global best practice contact centre management skills in this 16 hours (4 x 4-hour sessions) May 2026 online training course designed specially for contact centre managers.
Contact Centre Manager Courses: FAQs
Quick answers for managers and organisations booking management training.
Contact Centre Management Fundamentals is a deeper dive for experienced managers who want to sharpen their skills in demand forecasting, staffing models, optimisation, coaching, and continuous improvement to drive high-performing operations.
For private deliveries we tailor the context without diluting the methodology. That typically includes:
- Using your channels, customer scenarios, and KPI set in examples and exercises.
- Dialling up/down emphasis across topics (e.g. WFM depth, QA integration, leadership routines).
- Aligning tools and templates to your terminology and reporting cadence.
Learn about private training
- Introduction to Contact Centre Management — best for new or acting managers, team leaders stepping up, or anyone responsible for a centre without a formal framework. It gives you the full breadth of disciplines so you can manage with clarity and consistency.
- Contact Centre Management Fundamentals — for current managers and operations leaders accountable for SLAs, cost and people outcomes who want depth: demand/forecasting, staffing optimisation, QA integration, coaching systems and continuous improvement.
- Specialist & Bespoke courses — for any manager who needs to strengthen a particular area (e.g. QA, coaching, WFM, live chat, leadership), regardless of tenure.
Some courses carry ACXPA endorsement and directly align to the Australian Contact Centre & CX Standards. Others are benchmarked against international frameworks, ensuring you learn proven approaches that deliver measurable results.
Unlike formal national accreditation, our focus is on practical tools, repeatable frameworks, and outcomes you can apply immediately.