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.
Contact centre manager training

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.
🇦🇺 Australian context Live online or private onsite Templates & checklists included 25% off with ACXPA membership

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.

  • Format: Live online (public) or private
  • Duration: 2 × 3-hour sessions
  • Cost: $697 per person ex GST
Essential toolkit Breadth of disciplines

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.

  • Format: Live online (public) or private
  • Duration: 4 × 4-hour sessions
  • Cost: $1,997 per person ex GST
Operating model mastery Performance optimisation Templates & calculators

Specialist & Bespoke Courses

Target a specific capability area or build a custom pathway for your team.

Live Chat Management Training

Implement, staff and manage chat with the right metrics, concurrency, and workflow.

  • Availability: Private only
  • Duration: 2 × 4-hour sessions
  • Cost: $1,097 per person ex GST

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.

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Call Centre Agent Training Courses

Develop the skills to deliver exceptional customer service across phone, email, and live chat.

Learn More >
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Call Centre Team Leader Courses

Essential training for call centre team leaders covering coaching, leadership, and operations.

Learn More >
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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.

  • Fixed dates, book online
  • Live, interactive sessions
  • Join from anywhere

Private Training

Best for organisations wanting tailored outcomes. We shape the content to your processes, people and performance goals.

  • Choose the dates
  • Customised examples & tools
  • Delivered online or onsite (for some courses)

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).

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Today

November 2025 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn 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.

February 2026 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn 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.

Contact Centre Manager Courses: FAQs

Quick answers for managers and organisations booking management training.