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.
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.
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.
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.
Contact Centre Coaching PRO Course
Advanced coaching techniques to lift performance, improve engagement and build a coaching culture.
How to be a Great Team Leader
Equip your Team Leaders with the skills to lead, coach and consistently meet their KPIs.
WFM for Contact Centre Team Leaders
Staffing, forecasting and scheduling fundamentals to improve operational efficiency.
Managing Difficult Customers
Confidence and techniques to handle challenging interactions professionally and effectively.
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.
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.
Call Centre Agent Training Courses
Develop the skills to deliver exceptional customer service across phone, email, and live chat.
Learn More >Call Centre Management Courses
Advanced training for call centre managers covering strategy, leadership, and operational excellence.
Learn More >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.
Private Training
Best for organisations wanting specific outcomes. We tailor examples, tools and exercises to your processes and KPIs.
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.
September 2025 Managing Difficult Customers
Online via Zoom Price: $847.00 AUD ex GSTLearn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour September 2025 online course - suitable for all customer-facing employees.
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 Managing Difficult Customers
Online via Zoom Price: $847.00 AUD ex GSTLearn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour November 2025 online course - suitable for all customer-facing employees.
November 2025 Contact Centre Coaching PRO
Online via Zoom Price: $798.00 AUD ex GSTIn this November 2025 course, your Team Leaders will learn premium coaching skills designed specifically for a contact centre environment to improve performance and employee engagement.
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.
February 2026 Contact Centre Coaching PRO
Online via Zoom Price: $798.00 AUD ex GSTIn this February 2026 course, your Team Leaders will learn premium coaching skills designed specifically for a contact centre environment to improve performance and employee engagement.
March 2026 Managing Difficult Customers
Online via Zoom Price: $847.00 AUD ex GSTLearn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour March 2026 online course - suitable for all customer-facing employees.
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 Team Leader Courses: FAQs
Quick answers for Team Leaders and organisations booking TL training.
- Using your channels, scenarios and KPIs in activities.
- Dialling up/down emphasis across topics (e.g. coaching depth, WFM basics, escalation handling).
- Aligning tools and templates to your reporting style.
Learn about private training
- Some programs provide a broad overview of the key responsibilities and skills expected of Team Leaders.
- Others focus on specific areas such as coaching, workforce management, or managing escalations.