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Contact Centre Emerging Leaders Workshop

March 20 @ 9:00 am - 5:00 pm | $395
Emerging Leaders Workshop for call centres cover

Contact Centre Emerging Leaders Workshop Overview

Do you have some great call centre agents that are ready to take the next step in 2019?

Whether there is an upcoming acting opportunity, some potential vacancies or you just want to invest in developing your emerging leaders, ensuring your employees are equipped with the skills to become a Team Leader is paramount to both their success and yours.

Our one-day Emerging Leaders workshop is designed to prepare agents for a Team Leader role specifically in a contact centre environment.

They’ll be taught the basics of contact centre management concepts and they will also be empowered with some new coaching and leadership skills they can put into practice immediately that will lead to higher engagement levels for all your employees.

Even better, this workshop includes TWO leading trainers to ensure your employees receive their training from industry experts as well as some great opportunities to build their professional network by meeting like-minded individuals.

Morning Session

The morning session is focussed specifically on contact centre management fundamentals providing the participants with some great insight into how contact centres work and empowering them with practical skills and knowledge they can take back to the workplace.

The session includes:

How contact centres ‘work’ – We explore the various components of contact centre management and how they need to work together to ensure success.
Jargon Busting – We’ll explain the common jargon and acronyms used in contact centres as well as the broader business community.
Team Leader Roles & Responsibilities – We explore the common functions performed by a Team Leader and how to prioritise what’s really important.
KPIs & Metrics – How performance is measured in a contact centre environment and how KPIs can be used to drive the right behaviours and outcomes.
Agent Performance – How agent performance can be measured and an understanding of the ‘Power of One’.
Calculating Workload – Learn the basics of queueing theory and how to use an Erlang C calculator to determine optimal employee numbers, break times etc. (You’ll also receive our call centre calculator)

Afternoon Session

At the heart of leading a contact centre team is people management. The afternoon session is designed to provide participants with some tools to deliver effective coaching sessions and an introduction to leadership skills and attributes.

The session includes:

Coaching & Feedback – We’ll teach your emerging leaders how to provide effective coaching and feedback sessions that help improve engagement and performance.
Leading a High Performing Team – They’ll learn the basic fundamentals on how to build a high-performing team in the workplace.
Situational Leadership – We will explore multiple leadership styles and how to adopt the appropriate leadership style required for any situation.
Self Awareness – We’ll teach your leaders to understand more about themselves and how they can take steps to be accountable for their own continuous development.

About Your Trainers

In this workshop you don’t just get one trainer, you get two!

We’ve brought together two industry experts to ensure you receive the best training to prepare your employees for a career in contact centre management.

Justin Tippett

Justin Tippett is a trainer for CX Skills

With decades of experience running contact centres and one of the thought leaders in the contact centre community, you’ll l be hard pressed to find anyone more experienced and passionate about the contact centre industry in Australia! Learn more about Justin.

Nathan Burke

Nathan Burke Profile for CX Skills leadership and high-performance team training

A former AFL champion, Nathan also spent years working in a contact centre post-retirement as the Chief Operating Officer and head of People and Culture.  A former teacher as well, Nathan provides great insight into how to coach and lead teams for success. Learn more about Nathan.

Emerging Leader Workshop Outcomes for Participants

  • You’ll get an overview of contact centre management and the various components required for success.
  • You’ll learn how to measure performance and calculate workload.
  • You’ll come away with practical skills in coaching and leadership that can be instantly applied.
  • You’ll meet others on a similar journey that you can build your professional network with.

Emerging Leader Workshop Outcomes for the Business

  • Your emerging leaders will have a broader understanding of the core fundamentals of contact centre management and how they can drive performance improvements.
  • They’ll gain confidence in their ability to lead a team and have quality conversations.
  • You’ll end up with much higher engaged staff (both the emerging leader attending the workshop and the employees they manage as a result of their improved skills!)

This Emerging Leaders Workshop is suitable for:

  • Contact centre agents preparing to take the next step.
  • New Team Leaders with little contact centre experience.
  • Existing Team Leaders who never quite received the basic fundamentals of contact centre management.

What’s included

  • Fully catered with morning tea, lunch and afternoon tea.
  • All workshop takeaways (Workbooks, Call Centre Calculator etc)
  • Coffee and water will be available throughout the day
  • Professional training environment in a great location (near Flinders Street Station)
  • A great chance to meet others on a similar journey
Double Tree Hilton Melbourne

Course Venue | Double Tree Hilton Melbourne

Kick off 2019 by investing in the development of your contact centre emerging leaders!

This Contact Centre Emerging Leaders Workshop starts in:


March 20
9:00 am - 5:00 pm
Event Category:
Event Tags:


CX Skills
+61 3 9008 7287

Key Information

Course Duration:
One Day
Best suited for:
Future Leaders, Team Leaders
Justin Tippett, Nathan Burke


DoubleTree by Hilton
270 Flinders Street
+ Google Map
+61 3 9654 6888


33 available
Emerging Leaders in Contact Centres - March Melbourne 2019$395.00Get in quick - limited capacity!