June 2026 Call Centre Operations Management for Team Leaders
A practical, real-world operations course designed and delivered by Daniel Ord.
Among all roles in a contact centre, the Team Leader has the most direct impact on operational performance. Every decision around queues, staffing, behaviours, coaching and communication shapes service, cost and customer outcomes.
Call Centre Operations Management for Team Leaders gives TLs a clear, usable understanding of how operations really work — service level, occupancy, forecasting, staffing, shrinkage, efficiency and customer experience — and how their choices influence results in real time.
- Delivered on limited public dates
- 2 × 4.5 hour live online sessions
- Built from 25+ years of global practice
- Understand the operational metrics that actually matter
- Interpret dashboards and real-time indicators with confidence
- Make better decisions that improve service, efficiency and experience
Why Operations Management Training Matters
Many Team Leaders step into operations responsibilities without ever receiving proper training. They’re expected to interpret dashboards, understand metrics, and make decisions that impact customers, employees, and service levels — all on the fly.
Without a clear understanding of how operations actually work, TLs end up reacting instead of managing. Service levels fluctuate, occupancy spikes, wait times grow, and teams feel the pressure.
Call Centre Operations Management provides the structure and clarity TLs need to understand the drivers of performance, anticipate problems, and support better decision-making every day.
It’s practical, modern and built for the reality of frontline leadership.
A short interview with Daniel Ord introducing this course
This brief conversation provides context on the operational focus of the course, who it’s designed for, and how Team Leaders typically apply the learning in day-to-day contact centre environments.
Tip: If you’re looking for deeper training on end-to-end contact centre operations — including resourcing, performance management, service levels and operational governance — see our Contact Centre Management Fundamentals course.
Who Is This Course Suitable For?
The June 2026 Call Centre Operations Management for Team Leaders is designed for Team Leaders, Supervisors and emerging Managers working in Contact Centre and Customer Service environments.
It’s ideal for anyone who needs a confident, practical understanding of how operational performance actually works — service level, occupancy, forecasting, staffing, shrinkage, efficiency and customer experience — and how daily TL decisions affect customers, employees and organisational outcomes.
The course supports both new and experienced TLs, particularly those who’ve never received formal training in metrics, real-time performance, workload planning or operational dynamics.
It’s also an excellent alignment tool for organisations that want consistent operational capability and better decision-making across their leadership group.
Typical roles that benefit from this course include:
- Team Leaders / Supervisors: responsible for day-to-day operational performance and real-time decisions.
- Senior Team Leaders: leading multiple teams and ensuring operational consistency.
- Operations & Workforce Partners: who need aligned understanding of metrics and performance drivers.
- New Leaders: recently promoted and needing structure around operations and metrics.
- Customer Service / Contact Centre Managers: wanting stronger operational capability at TL level.
Delivered Live Online Across Two Consecutive Days
The June 2026 Call Centre Operations Management is delivered as 2 × 4.5 hour live online sessions on consecutive days.
Day One focuses on accessibility metrics, service level, wait time drivers, and interpreting real-time indicators. Day Two brings everything together with performance categories, forecasting concepts, and the operational principles every Team Leader needs to understand.
Sessions are interactive and grounded in real examples, with discussions, metric interpretation, dashboards, and practical exercises guided by Daniel Ord.
- ✔️ Live, practical training built around real operational scenarios
- ✔️ Use-it-immediately frameworks for interpreting metrics and performance drivers
- ✔️ Designed for real-world TL environments where time and decisions matter
TLs walk away with a practical operational playbook they can use the same week.
Course Modules
This course is built around three modules that guide Team Leaders through the key dynamics, metrics, and operational principles that drive performance.
Each module blends practical examples, clear explanations, and real-world application so TLs can immediately translate learnings into daily practice.
1. Service Level, Response Time & Key Wait Time Metrics
Team Leaders learn how to interpret and influence the core metrics that define Customer accessibility and wait time performance.
Topics include the difference between Service Level and Response Time, key wait-time drivers, ASA, Abandonment Rate, LWT, and how to read and interpret dashboards and readerboards.
2. The Metrics That Matter
TLs explore performance metrics across Quality, Accessibility, Efficiency, Cost, and Strategic categories, and learn how they interrelate.
They also build a practical Agent Performance Management system to guide performance outcomes and facilitate better conversations with both Agents and Management.
3. Contact Centre University
TLs learn essential operational principles and formulas that every Contact Centre professional should know.
Topics include forecasting, staffing, Erlang C, delay profiles, Service Level vs Occupancy, the Law of Diminishing Returns, the Pooling Principle, Power of One, and the Response Time formula.
What You’ll Be Able To Do After This Course
Call Centre Operations Management builds the operational capability TLs need to perform confidently and lead effectively.
- Interpret and explain the metrics that drive Contact Centre performance.
- Group metrics into meaningful performance categories using the QAECS model.
- Read dashboards and real-time indicators with confidence.
- Use an Agent Performance Management system to guide improvement.
- Contribute effectively to real-time decision making to protect Service Level.
- Explain how operational dynamics impact customers, employees, and outcomes.
- Understand forecasting, staffing, shrinkage, and scheduling fundamentals.
- Apply principles such as the Pooling Principle and Law of Diminishing Returns.
TEAM LEADER DEVELOPMENT PATHWAY
Explore the Daniel Ord Team Leader Development Pathway
The Team Leader role rarely comes with formal training. Most people move up because they excelled in frontline work — then discover the job requires a completely different skillset. The Team Leader Development Pathway fills that gap, providing clear, practical, real-world training for Team Leaders at every stage of experience.
This Call Centre Operations for Team Leaders is one of four courses cover Call Centre Operations, Quality & Coaching, Leadership & People Management, and Customer Experience — each one standalone, but together forming a complete foundation for confident, capable Team Leader performance.
Call Centre Operations Management for Team Leaders
Understand the processes, metrics and dynamics that drive performance — and how daily TL decisions influence customers, employees and results.
You’re viewing this courseQuality Management & Coaching for Team Leaders
Learn how to define, measure and coach service quality using standards, monitoring and supportive, performance-shifting conversations.
View courseLeadership & People Management for Team Leaders
Move from firefighter to leader — build trust, hold the right conversations, and create team rhythms that drive performance, growth and engagement.
View courseCustomer Experience Management for Team Leaders
Learn how CX works — and how to link journeys, VOC and metrics to day-to-day TL decisions, coaching and communication.
View courseLooking for broader contact centre management coverage?
For managers and senior leaders, we also offer two all-rounder programs: Introduction to Contact Centre Management and Contact Centre Management Fundamentals .
About Your Trainer, Daniel Ord
The June 2026 Call Centre Operations Management for Team Leaders course is designed and facilitated by Daniel Ord, one of the world’s most respected contact centre and customer experience trainers. Daniel brings decades of global experience teaching the operational dynamics, metrics and principles that shape high-performing contact centres.
His Operations programs are known for clarity, practicality and real-world relevance. Team Leaders leave with a stronger understanding of how service level, occupancy, forecasting, staffing, shrinkage, efficiency and customer experience all connect — and how their decisions influence results every day.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and presenting keynote speeches across the world.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC) and is Net Promoter Certified.
Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people achieve success.
So it's not surprising to note that despite all the numerous industry accolades and recognition, it's the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.
What People Say About Training with Daniel Ord
Daniel Ord’s training has been delivered globally for decades across operations, quality, leadership and customer experience. The feedback is consistently strong: clear explanations, practical models and a delivery style that makes complex ideas easy to understand and apply.
Participants across industries talk about leaving Daniel’s programs with sharper tools, a shared language and the confidence to lead performance the right way. Here’s a sample of what people have said about training with Daniel:
Passion oozes and learning is fun
It was great to link all the elements of CX together. A clear path of which CX muscle to flex to deliver an outcome. Comprehensive, refreshing, engaging and great for those with years of experience or just new on the scene. You will learn something!
Great overview of the key metrics and considerations for managing a contact centre.
The Contact Centre Management Fundamentals course offers a comprehensive and practical overview of the essential principles required to effectively manage a contact centre. Covering core metrics and operational strategies, the course is well-suited for both new and experienced managers overseeing small or large teams.
A standout feature of the course was the facilitation by Daniel, whose engaging style and inclusive approach fostered open communication and active participation among all attendees. His ability to encourage dialogue and share real-world insights made the learning experience both dynamic and relatable.
Whether you’re stepping into a contact centre leadership role or looking to refine your management approach, this course provides valuable tools and frameworks to support performance, engagement, and service excellence. Highly recommended for professionals seeking to strengthen their foundational knowledge and drive impactful results.
Engaging and structured!
Daniel has made the 4 x half days fly very quickly, even through online delivery. The course was very engaging and informative. He has made the big beast of CX management not so scary and gave practical examples of where to start. The big takeaway for me is how all the many “big” aspects tie together, and that we don’t need to know all of it to get our CX journey going. Thank you Daniel and Marcus!
Top Tier!
This course was helpful in breaking down how to build a quality contact centre QA framework, and has challenged my thinking of what we had already established. I particularly found the segment around the Service Vision was the most interesting for me.
Daniel was an amazing facilitator, making the space feel safe to contribute thoughts and ideas.
Truly Enlightening
Big thanks to Daniel and Marcus for the incredible two days training. I appreciate and acknowledge your effort in providing us with better understanding of how to enhance email, communicate well using structured framework and associate techniques. Thank you.
Thankyou!
Very informative training. I will definitely apply the knowledge gained from the email customer service training in my everyday communications with the customers. Thank you team!
Best Email Training!
This training was great because we were able to lean a lot within two days. While on the first day of the training, I was already able to picking on my errors and make the changes very quickly.
Priceless and engaging
This was one of the most enjoyable courses that I have ever done. No boring bits! Daniel was amazing and kept us totally engaged in this interactive course. Our comments and opinions were warmly welcomed. The course content was priceless for our roles in customer service.
Of course, we were given tools to make sure our customers were given top tier customer service. What I didn’t expect was how these tools would also benefit us so much. I feel more confident and calmer moving forward. While all of this is a work in progress, I am excited to try these new techniques, have fun with them and no doubt enjoy great results. Thank you so much!
Engaging session very relevant to our business
We recently attended the Managing Difficult Customers Course presented by Daniel Ord and found it to be highly beneficial. Daniel was an engaging presenter who kept us captivated throughout the session. The course covered many relevant topics that directly apply to our day-to-day work.
We thoroughly enjoyed the course and are already discussing ways to tweak our current practices to incorporate the strategies we learned. Overall, it was an insightful and practical experience that we believe will significantly enhance our customer relations.
Enlighting and helpful
An enjoyable course providing valuable insights to help to have valuable conversations with our customers. Well presented and very engaging. Great Job!
AMAZING!!!
I would highly recommend this course to any new or experienced Quality Assurance member. I am new to the role and have gained so much from this course. Myself and a colleague are in new roles in a brand new team where we have had to build our roles from the ground up. Whilst we have done this since Feb 2025 this course and Daniel have given myself and my colleague very valuable information that will assist us in developing ourselves, it will also assist in the development of our teams.
Fantastic course!
A really a comprehensive and enjoyable course to attend.
A great course
Daniel was fantastic! The course gave me a fresh perspective of how to deal with difficult interactions with customers as well as different techniques when having those tough conversations. I highly recommend this course!
This training session was awesome!
Daniel did an excellent job sharing tips and tricks for handling conversations with difficult customers. I will definitely use the tools he provided! Thank you Daniel & Marcus
Friendly, Insightful, Professional
Daniel’s course was a very pleasant experience. His friendly and open approach creates wholesome environments where all participants can engage and ask questions. His course material is also easy to understand, easy to remember, insightful and helpful.
You can really see how applicable his course material is to your work and how teaching this course has evolved based on the feedback he has received while teaching it.
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Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
How and When It’s Delivered
The June 2026 Call Centre Operations Management for Team Leaders course is delivered live online across two highly interactive sessions, allowing your leaders to join from anywhere with an internet connection.
As a public course, participants learn alongside Team Leaders, Supervisors and emerging Managers from a variety of industries, creating a dynamic and practical environment.
Pricing and Payment Options
The June 2026 Call Centre Operations Management for Team Leaders training course is delivered live online across two consecutive days (2 × 4.5-hour sessions), facilitated by Daniel Ord.
You can enrol a single Team Leader or book multiple seats for your leadership group.
💳 Credit card and invoice payments are both accepted.
Sessions are kept intentionally small for a high-quality learning experience. Securing your seat early is recommended.