Contact Centre Team Leader training courses in Australia

Contact Centre Team Leader Training Courses

Rated 4.8 out of 5
Our Contact Centre Team Leader training courses have an average rating of 4.8 out of 5 stars
Very good20%

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.

Contact Centre Team Leader training courses online

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.

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 turnover and a declining customer experience.

Our courses are 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 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 course delivery?

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 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 >

Helpful, practical advice

Rated 5 out of 5
9 December 2021
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

Engaging and insightful

Rated 5 out of 5
3 December 2021
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

Superb introduction to taking the leap from consultant to TL/Manager

Rated 5 out of 5
30 November 2021
November 2021 Introduction to Contact Centre Management

My manager advised he wanted me to do this course to get a feel on what it would take to make the leap from a consultant to a TL. Over the two days Justin was able to give me more than enough understanding of the fundamentals that you need to know to take this leap. Very grateful to have had the opportunity and would HIGHLY recommend to anyone in a similar situation.

Avatar for Julian M
Julian M
Senior Customer Response Agent
Viva Energy

Excellent foundation course

Rated 5 out of 5
26 November 2021
November 2021 Introduction to Contact Centre Management

Informative information and materials, providing a great foundation understanding; good pace and an engaging presenter in Justin.

Avatar for Narelle Houston
Narelle Houston
A/Director Client Operations
Queensland Treasury

Excellent Contact Centre Management Course

Rated 5 out of 5
25 November 2021
November 2021 Introduction to Contact Centre Management

The course was very informative and most modules relative to our business area. The facilitator Justin, was very knowledgeable and motivating with the quize’s. I highly recommend this course for any team leaders or managers who run a call centre.

Avatar for Rosie Russo
Rosie Russo
Senior Revenue Officer
Office of State Revenue

Clarity made clearer!

Rated 5 out of 5
8 October 2021
How to Monitor and Coach Agents (Private Course)

Daniel and Marcus were refreshing! We thought that how we do things were already good, but they showed us how it could be better by unlocking all those small locks that would be instrumental to change. I would like to recommend them to all you folks who monitor and coach, as this may be the secret sauce that you need for success!

Avatar for MJ Montemayor
MJ Montemayor
Deputy QA Manager
Virtual Gaming Worlds (VGW Holdings Limited)

About CX Skills

CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership related courses facilitated exclusively by industry professionals.  We're one of the founding members of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as global leaders in Customer Experience.

We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews (the most recent listed below) so you can rest assured your training is in good hands.

CX Skills Stress Reduction for Customer Service employee Feb 2022 course
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.
Sheree Laursen
Sheree Laursen
21:15 08 Dec 21
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!
Keira Smith
Keira Smith
02:55 29 Nov 21
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!
Jamie Leonard
Jamie Leonard
05:13 15 Oct 21
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
GVW Intranet
GVW Intranet
04:48 15 Oct 21
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.
Jim Rodd
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
Sam Petroulias
04:45 16 Jul 21
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
Rebecca Goss
Rebecca Goss
21:20 26 Apr 21
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!
Marianne Rutz
Marianne Rutz
11:06 26 Apr 21
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.
Rachael Lowe
Rachael Lowe
22:30 25 Apr 21
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.
Eva P
Eva P
16:53 25 Apr 21
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.
Rory Lynch
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
22:17 15 Mar 21
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!
Adrian Powell
Adrian Powell
11:34 15 Mar 21
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.
Monica Malgarini
Monica Malgarini
06:29 03 Mar 21
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!
Chris Remnant
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Elena Prenner
Elena Prenner
22:06 03 Feb 21
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.
Nicole Field
Nicole Field
05:25 02 Feb 21
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.
Badri Pokhrel
Badri Pokhrel
05:52 21 Jan 21
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.
Sarsha S
Sarsha S
23:39 22 Dec 20
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.
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.
Kaylee Gerbes
Kaylee Gerbes
23:43 21 Sep 20

Contact Centre Team Leader Training Courses

Recognising the large variances in Contact Centre Team Leader training requirements and experience, we've got a range of different courses including courses for emerging contact centres managers or experienced managers needing a refresh through to niche courses like 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 or scroll at the bottom of the page for all the upcoming public courses you can purchase a ticket for.