Contact Centre Team Leader Training Courses

The Contact Centre Team Leader role is consistently is regarded as one of the toughest in the contact centre.

The modern contact centres expect 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 its online training or at your premises with both public and private training courses available.

All of our 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.

Contact Centre Team Leader training courses online

Why contact centre Team Leader training is so critical

Training for call centre Team Leaders in Australia

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. Managing Others, Giving Feedback, Being a Leader, HR Rules, Managing Poor Performance and of course a heap of management reporting, managing up, roster issues and so on just to name a few.

And then we wonder why they 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 a turnover and a declining customer experience.

Our courses are designed to ensure your Team Leaders receive the skills they need for success. Whether its someone about to step into a TL or supervisor role for the first time or an existing leader who need to polish their skills in a particular area.

Equipping your 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 training courses to provide them with the tools, skills and experience to succeed.  These include:

  • Operational & Technical Skills – Education on how contact centres work, common KPI’s, 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.
Call Centre Team Leader training courses

Public or Private?

We’ve developed our Contact Centre Team Leader Training Courses to ensure your TL’s receive the very best technical and professional skills they need for sustained success. All our courses can be delivered in-person (subject to COVID guidelines) or online via ZOOM teleconferencing.

Public Courses

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 options.

Private Courses

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 generic ones we use in our public courses.

Learn more about our private courses >

Contact Centre Team Leader Training Courses

Recognising the large variances in Team Leader skill sets, requirements and experience, we’ve got a range of different courses including courses for emerging leaders and management fundamentals through to niche courses like handling customer objections, How to Monitor and Coach Call Centre Agents, How to Manage Live chat and so on. Simply select the courses you’d like to learn more about below.

If you’d like to read some great tips for Contact Centre Team Leaders head over to our CX Central website with lots of great ideas from how to engage call centre staff, common barriers to success, tips on improvement agent performance and more.