Contact Centre Team Leader Courses
The Contact Centre Team Leader role is consistently is regarded as one of the toughest in the contact centre.
The modern contact centre expects a lot from their Team Leaders and it’s arguably the one role that will have the biggest influence on your call centre’s culture and performance.
And whilst the expected functions of a Team Leader can differ between organisations, coaching, performance reviews, escalations, team meetings, reward and recognition, rostering, sick leave management and more can all form part of their duties just to name a few.
At CX Skills we get it. In fact, that’s all we specialise in – contact centres, customer service and customer experience training courses whether it’s online training or at your premises with both public and private training courses available.
All of our Contact Centre Team Leader courses have been designed by, and are facilitated by, contact centre and CX professionals with a vested interest in our industry with the skills and experience to deliver effective training that works in the real world, not out of some corporate training manual.
Why contact centre Team Leader training is so critical
Most Contact Centre Team Leaders are typically sourced from top-performing contact centre agents.
They may have been great at dealing with customers, making lots of sales and so on but then we move them into a role where a whole heap of new skills are suddenly required, including:
- Managing Others
- Providing Feedback
- Being a Leader
- HR Rules
- Managing Poor Performance
- Roster issues
- Managing up
- And lots more!
And then we wonder why the Team Leaders struggle.
As the contact centre Team Leader is directly responsible for a number of employees (around 10-15 is normal) if they are disengaged or lack the right skills, not only do you run the risk of losing one of your top employees (that’s why they got a promotion in the first instance), you also run the risk of having 15 employees that are also disengaged.
And you know what that means – low employee engagement resulting in reduced performance, increased sick leave, increased turnover and a declining customer experience.
Our Contact Centre Team Leader courses are specifically designed to ensure your Team Leaders receive the skills they need for success.
Whether it’s someone about to step into a TL or supervisor role for the first time or an existing leader who needs to polish their skills in a particular area.
Equipping your Contact Centre Team Leaders with the skills they need for success
Effective contact centre Team Leaders need to have a number of skills to be successful in the role including:
- Understanding how call centres operate and what are the levers required to drive performance.
- How to provide effective coaching and provide constructive feedback.
- How to manage poor performance.
- How to effectively lead a team.
Based on decades of contact centre specific experience, we’ve developed custom-designed Contact Centre Team Leader courses to provide them with the tools, skills and experience to succeed. These include:
- Operational & Technical Skills – Education on how contact centres work, common KPIs, industry jargon, things to look out for, common traps etc.
- Leadership Skills – arming students with the skills and knowledge to provide leadership, coaching and performance feedback skills in a contact centre environment.
- Self Development – Teaching skills on how to ensure course participants get the best out of themselves so they are in the best position to help others.
Public or Private Training Options
We’ve developed our Contact Centre Team Leader courses to ensure your TLs receive the very best technical and professional skills they need for sustained success.
All our courses can be delivered in person or online via ZOOM teleconferencing.
Our Public Contact Centre Team Leader training courses have the times and dates fixed to enable you to plan ahead and align with your induction programs, rosters, annual leave commitments and so on.
They can be perfect for one person or small centres that in addition to learning some great new skills, the public courses can also be a great way to meet other Team Leaders and help to build a professional network which can be crucial to long-term success.
If you would like to have more flexibility on the dates, times and content, refer to our private training options.
View all the upcoming public Contact Centre Team Leader courses at the bottom of this page!
Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of Team Leaders within your business.
Our private courses can deliver the same course with dates and times to suit you and we can also include custom-built role plays, simulations and call examples based on your business rather than the generic ones we use in our public courses.
We’re incredibly proud of the customer testimonials we’ve received for our Contact Centre Team Leader training courses.
You can read some of the latest below or you can read all of our customer testimonials here >
About CX Skills
CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service, workforce optimization and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're an accredited training provider of the Australian Customer Experience Professionals Association (ACXPA) and we are proudly Australian owned and operated.
We’re grateful to have been trusted by hundreds of customers and we’re proud of the amazing customer testimonials we’ve received so you can rest assured that when you book a training course with CX Skills, your training is in good hands.
Available Contact Centre Team Leader Training Course Options
Recognising the large variances in Contact Centre Team Leader training requirements and experience levels, we’ve got a range of different Contact Centre Team Leader courses including courses for emerging contact centre managers or experienced Team Leaders needing a refresh through to niche courses that focus on a particular skill.
Simply select the Contact Centre Team Leader courses you’d like to learn more about below, or scroll to the bottom of the page for all the upcoming public courses you can instantly purchase tickets for.
Contact Centre Coaching PRO
Introduction to Contact Centre Management
Contact Centre Management Fundamentals
How to Assess & Coach Call Centre Employees
How to Manage & Lead Call Centre Employees
WFM for Team Leaders
How to be a GREAT Call Centre Team Leader
Live Chat for Managers
Managing Difficult Customers
How to Design a QA Framework
Public Contact Centre Team Leader Courses Coming Up
You can view all the upcoming Contact Centre Team Leader Courses that you can purchase either one or more tickets to below.
Tickets can be purchased by credit card or you can request an invoice on checkout.
In this December 2023 course, your Team Leaders will learn premium coaching skills designed specifically for a contact centre environment to improve performance and employee engagement.
The January 2024 How to be a Great Call Centre Team Leader is a great all-rounder course for new, emerging and existing team leaders.
Learn how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour January 2024 online course suitable for all customer-facing employees.
A 'must' for all Team Leaders - Learn the basics of Call Centre Workforce Management in this one-day February 2024 WFM for Contact Centre Team Leaders training course.
In this February 2024 course, your Team Leaders will learn premium coaching skills designed specifically for a contact centre environment to improve performance and employee engagement.
Learn the essentials of Workforce Management for Call Centres in this 3-day February 2024 WFM Essentials training course delivered by the WFM experts at CallDesign.
The March 2024 How to be a Great Call Centre Team Leader is a great all-rounder course for new, emerging and existing team leaders.
In this March 2024 course, your Team Leaders will learn premium coaching skills designed specifically for a contact centre environment to improve performance and employee engagement.
Learn the essentials of Workforce Management for Call Centres in this 3-day April 2024 WFM Essentials training course delivered by the WFM experts at CallDesign.
Learn how to improve qualty and compliance in your call centre in this April 2024 Quality Frameworks for Contact Centres course.
A 'must' for all Team Leaders - Learn the basics of Call Centre Workforce Management in this one-day April 2024 WFM for Contact Centre Team Leaders training course.
Learn how to assess and coach Contact Centre Agents for performance in this May 2024 training course delivered online by global expert Daniel Ord. Suitable for all contact centres!
Learn how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour May 2024 online course suitable for all customer-facing employees.
The May 2024 How to be a Great Call Centre Team Leader is a great all-rounder course for new, emerging and existing team leaders.