Contact Centre Team Leader Courses

4.8
Our Contact Centre Team Leader training courses have an average rating of 4.8 out of 5 stars from the 24 latest reviews!
Excellent75%
Very good25%
Average0%
Poor0%
Terrible0%

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.

Contact Centre Team Leader training courses online

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

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, including:

  • Managing Others
  • Providing Feedback
  • Being a Leader
  • HR Rules
  • Managing Poor Performance
  • Roster issues
  • Reporting
  • 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.
Call Centre Team Leader training courses

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.

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 training options.

View all the upcoming public Contact Centre Team Leader courses at the bottom of this page!

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 the generic ones we use in our public courses.

Learn more about our private courses >

Customer Testimonials

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 >

Feedback for training

5 November 2024
Review of October 2024 How to Be a Great Call Centre Team Leader

Good training, learned many new things regarding call centre & leadership skills. Training provided by Marc was excellent.

Avatar for Shah Adeel Khan
Shah Adeel Khan
Service desk officer
Courts Administration Authority

Response from CX Skills

Thanks Shah, glad to hear you enjoyed the course with Marc and good luck on your progressing your career!

Fantastic content and practical takeaways

22 August 2024
Review of August 2024 Introduction to Contact Centre Management

Just finished the introduction to contact centre management course, I really enjoyed it Justin was excellent as facilitator. Some fantastic content.

This course is great for a variety or people in different positions. Team leaders looking to progress would get a lot of benefit but even Contact Centre managers like me who have done the role for a while.

It provided some great insights to customer experience and how to help your team leaders to have a greater impact on their people & customers. I’m armed with quite a few practical take aways.

Avatar for Daniel Lanigan
Daniel Lanigan
Team Manager
Connectnow - AGL

Response from CX Skills

Thanks Daniel, appreciate the kind words and really glad to hear you enjoyed the course and got some practical takeaways!

Informative and Insightful

4 June 2023
Review of May 2023 How to be a Great Call Centre Team Leader

Marc shows a deep understanding of the contact centre industry and is able to explain ideas and concepts in a clear manner. I will try to put to practice what I have learnt to improve behaviours and performance.

Avatar for Louis W
Louis W
Team Leader
I-MED Radiology

Confidence building training!

24 May 2023
Review of May 2023 How to be a Great Call Centre Team Leader

The course done with Marc helped me to view my role in a more clear and scheduled way. I was a little lost before starting these sessions, but setting aside that time each week to deep dive into methods we can implement in our teams has been a massive help.

The tools and reading materials that were shared with us are all engaging and can be implemented into most Team Leader based working environments.

I would recommend these sessions for anyone wanting to view a team leader role with more clarity and understanding or those who want to learn the skills needed to effectively manage a group of people

Avatar for Jason Robbins
Jason Robbins
Team Leader
I-MED Radiology

Helpful, practical advice

9 December 2021
Review of December 2021 How to Monitor and Coach Contact Centre Agents

Thanks Daniel and Justin for running another course full of helpful and practical advice. The lessons learnt in this coaching and monitoring course can be applied to many aspects of our day to day work.

Avatar for Sheree Laursen
Sheree Laursen
Team Leader, Customer Service and Education
PLSA

Engaging and Highly Valuable!

3 December 2021
Review of December 2021 How to Monitor and Coach Contact Centre Agents

I have taken many learnings from this course. Daniel presented in an delightfully engaging manner and provided a wealth of knowledge and insight.

I see a lot of long term benefit from this course. It has sparked new ideas, and has shifted my mindset in several ways.

Daniel provided many practical tools to utilise, and presented some fantastic ideas and valuable feedback.

Avatar for Amanda Buisson
Amanda Buisson
Senior Customer Service and Education Officer
Portable Long Service Authority

About CX Skills

CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're the official training partner 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.

CX Skills Australia Training Courses
CX Skills
Excellent
CX Skills
5.0
Based on 34 reviews
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Krsevan Petric
Krsevan Petric
Highly recommend Simon, his extensive knowledge and experience makes for really engaging and fun training sessions. He has an absolute passion seeing people excel at phone and sales skills. Highly recommend! Thanks again, Chris.
Jim Mundy
Jim Mundy
Did the introduction to contact center manager course with Justin, it was a fantastic experienceYou could clearly see the passion and joy Justin had for what he was teaching and it was clear to see his experienceI really enjoyed some of the storytelling and practical examples Justin provided, it really helped tie everything togetherStrongly recommend
Response from the owner: Thanks Jim, so glad to hear you enjoyed the course with Justin and yes, he's definately very passionate about the industry! Thanks for taking the time to leave a review 🙏
Daniel Lanigan
Daniel Lanigan
Just finished the introduction to contact centre management course, i really enjoyed it Justin was excellent as facilitator. Some fantastic content. This course is great for a variety or people in different positions. Team leaders looking to progress would get a lot of benefit but even Contact Centre managers like me who have done the role for a while.It provided some great insights to customer experience and how to help your team leaders to have a greater impact on their people & customers. I'm armed with quite a few practical take aways.
Response from the owner: Thanks Daniel, appreciate the kind words and really glad to hear you enjoyed the course and got some practical takeaways!
Trisha Bridge
Trisha Bridge
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/
Angela Cavallaro
Angela Cavallaro
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
Alison Jucha
Alison Jucha
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
K M
K M
Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Joyi Lu
Joyi Lu
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Eloise
Eloise
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Raheel Almas
Raheel Almas
Highly Recommended!
Todd Johnson
Todd Johnson
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
Sheree Laursen
Sheree Laursen
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
Keira Smith
Keira Smith
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
Jamie Leonard
Jamie Leonard
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
GVW Intranet
GVW Intranet
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
Jim Rodd
Jim Rodd
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Sam Petroulias
Sam Petroulias
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Dirk van Noort
Dirk van Noort
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
Rebecca Goss
Rebecca Goss
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
Marianne Rutz
Marianne Rutz
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
Rachael Lowe
Rachael Lowe
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
Eva P
Eva P
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
Rory Lynch
Rory Lynch
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Lee Siefken
Lee Siefken
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
Vanessa Gralton
Vanessa Gralton
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
Adrian Powell
Adrian Powell
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
Monica Malgarini
Monica Malgarini
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
Chris Remnant
Chris Remnant
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
Nicole Field
Nicole Field
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
Badri Pokhrel
Badri Pokhrel
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
Sarsha S
Sarsha S
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
Katherine Robshaw Ed Dept
Katherine Robshaw Ed Dept
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Linda P
Linda P
Response from the owner: Thanks Linda, great to have you in our course!
Kaylee Gerbes
Kaylee Gerbes
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!
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Our Recent Customers Include:

We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >

More great Contact Centre Team Leader Resources!

As well as the Contact Centre Team Leader courses that we offer, there is also a heap of resources available for Team Leaders on the Australian Customer Experience Professionals Association (ACXPA) website. 

From private support groups, expert videos they can watch on demand, regular live roundtables, articles, tools they can download and lots more!

Plus, all ACXPA members receive 25% off all the CX Skills courses!

Learn more about an ACXPA Membership for your business >

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.

Click here for Contact Centre manager courses >

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.

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How to Manage Difficult Customers training course

January 2025 Managing Difficult Customers

Online via Zoom
Price: $497.00 AUD ex GST

Learn global best-practice skills on how to manage angry, upset and difficult customers with confidence in this 2 x 4-hour January 2025 online course - suitable for all customer-facing employees.

Sold Out
WFM Essentials for Call Centres online training course

February 2025 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day February 2025 WFM Essentials training course delivered by the WFM experts at CallDesign.

Learn more and get tickets >
WFM Essentials for Call Centres online training course

April 2025 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day April 2025 WFM Essentials training course delivered by the WFM experts at CallDesign.

Learn more and get tickets >
WFM Essentials for Call Centres online training course

May 2025 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day May 2025 WFM Essentials training course delivered by the WFM experts at CallDesign.

Learn more and get tickets >
WFM Essentials for Call Centres online training course

June 2025 WFM Essentials

Online via Zoom
Price: $2,797.00 AUD ex GST

Learn the essentials of Workforce Management for Call Centres in this 3-day June 2025 WFM Essentials training course delivered by the WFM experts at CallDesign.

Learn more and get tickets >

Do you have any questions about our Team Leader courses? Whether its about an existing course or you’d like to discuss something customised, we’re just a phone call away!

Call us on 03 9008 7287 or send us a message at enquiries@cxskills.com.au 

We’re open Monday to Friday, 8:30 to 17:30 AEST or AEDT (Melbourne, Australia).