Subcategory • Team Leaders

Contact Centre Team Leader Courses

Real-world training for current and aspiring Team Leaders. Build the skills to coach effectively, lift team performance, manage rosters and metrics with confidence, and handle tough conversations without burning out.

Get practical frameworks you can use the next shift: escalation handling, coaching systems, QA basics, workforce planning fundamentals, and the leadership routines that keep a team engaged and on target.

  • Designed and delivered by practitioners who’ve led high-performing teams.
  • Official training partner of the Australian Customer Experience Professionals Association (ACXPA).
  • Informed by insights from the Australian Call Centre Rankings.
Contact centre team leader coaching an agent

Why Team Leaders Choose CX Skills

Built by people who’ve actually run contact centres. You get practical playbooks, not theory, so you can coach better, manage performance, and keep the floor running smoothly.

  • Real-world operators. Trainers who’ve led teams, handled escalations, and hit targets.
  • Australian context. Examples, metrics, and scenarios that match local realities.
  • Tool-heavy sessions. Coaching frameworks, QA checklists, and WFM basics you’ll use the next shift.
  • Backed by industry data. Informed by insights from the Australian Call Centre Rankings.
  • Aligned with ACXPA. Official training partner of the Australian Customer Experience Professionals Association.
Instant Skills! Global Best Practices Live online or private 25% off for ACXPA members

What Team Leaders Say

Unfiltered feedback from recent participants.

Available Contact Centre Team Leader 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

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.

  • Trainer: Justin Tippett
  • Format: Live online (public) or private
  • Duration: 2 × 3-hour sessions
  • Cost: $697 per person ex GST

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.

  • Trainer: Daniel Ord
  • Format: Live online (public) or private
  • Duration: 4 × 4-hour sessions
  • Cost: $1,997 per person ex GST

Specialist & Bespoke Courses

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

WFM for Contact Centre Team Leaders

Staffing, forecasting and scheduling fundamentals to improve operational efficiency.

  • Trainer: Call Design
  • Duration: Full day (8 hours)
  • Cost: $697 per person ex GST
  • Availability: Public & Private

Key Skills Taught in Our Team Leader Courses

Team Leaders keep the floor steady and the people performing. These are the core capabilities our programs build, with tools you can use on your very next shift.

How Contact Centres Run

Operating model basics, demand vs supply, queues and SL logic so TLs can explain the “why” and set expectations.

Coaching That Works

Assess performance, run structured coaching, set actions, and follow up without the waffle.

Managing Performance & HR

Documentation, tough conversations, improvement plans, and when to escalate — done correctly.

Metrics & Reporting

The KPIs that matter for TLs, how to read them, and how to turn daily numbers into actions.

Workforce Planning Basics

Rosters, adherence, real-time control and how to work with WFM without the chaos.

Quality & Customer Experience

QA basics, calibration with coaches, and feedback loops that actually improve CX.

Looking for Alternative Call Centre Training?

In addition to our call centre team leader courses, explore our specialised training courses for call centre agents, managers, 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 Management Courses

Advanced training for call centre managers covering strategy, leadership, and operational excellence.

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 >

ACXPA - The Ultimate Resource for Call Centre Team Leaders!

Building coaching capability takes more than a single training course. Team leaders need ongoing access to the tools, resources, and best practices that drive performance — plus the insights and thought leadership shaping today’s contact centres. That’s exactly what an ACXPA membership delivers, giving team leaders a one-stop hub for proven frameworks, expert guidance, and a community of peers who’ve faced the same challenges.

Tap into standards, tools and community built by the people behind Australia’s Contact Centre Quality Standards and the Australian Call Centre Rankings — so your team leaders coach with confidence and lift results consistently.

Members save 25% on all CX Skills courses!

  • Member pricing 25% off all CX Skills courses (yes, including Team Leader programs).
  • WFM Hub access Erlang staffing simulators, service level models, shrinkage calculators, interval planners and more.
  • Downloadable templates Practical Excel tools and calculators for turnover, attrition and employee replacement costs, plus call centre acronyms.
  • Private member groups Connect with other team leaders, managers, WFM practitioners and more to compare approaches and share solutions.
  • Monthly roundtables Live expert sessions on contact centre management, WFM, performance and CX challenges.
  • Self-paced learning 15 included micro-courses, with discounted access to 300+ additional programs across CX, leadership and service.
  • Resource library Benchmarking data, videos and best-practice guides to support continuous improvement.
  • Industry & knowledge quizzes Fun, interactive quizzes to test knowledge, reinforce learning, and keep your team sharp.

How Our Team Leader Courses Are Delivered

Flexibility matters. Join a scheduled public course as an individual, or book private training tailored to your team and context.

Public Courses

Ideal for individuals or small groups. Learn with peers from other organisations and pick up fresh perspectives.

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

Private Training

Best for organisations wanting specific outcomes. We tailor examples, tools and exercises to your processes and KPIs.

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

Upcoming Public Courses for Contact Centre Team Leaders

Secure your spot in the next available sessions. All courses run live online, so you can join from anywhere.

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Contact Centre Team Leader Courses: FAQs

Quick answers for Team Leaders and organisations booking TL training.