For contact centre managers · private training · with Marc Carriere
How to Develop Effective Call Centre Team Leaders
Tired of Team Leaders who don’t manage or coach their teams to target? This course gives managers a proven training process to fix that.
In eight hours of live training, Marc shows you how to give your Team Leaders a clear understanding of their role and the practical skills to hit their KPIs every month.
- Led by mentor Marc Carriere
- 18 tools and templates included
- Built in the trenches, not theory
- Self-paced course included
Trusted by leading organisationsHundreds of businesses, from local councils to national brands, have chosen CX Skills to upskill their teams. See who we’ve trained
What’s in it for you
What your Team Leaders will do differently
Promoting your best agents doesn’t make them great Team Leaders. Without a clear process, they struggle to coach, prioritise and lead, and the centre misses its targets.
This course gives you a practical, proven Team Leader training process, so new team members become productive faster and the team consistently hits its KPIs.
- Clear roles for every Team Leader
- Faster speed to competency
- Consistent results against KPIs
Lead with purpose
A clear framework for why you and your team want to succeed.
Manage their time
Structure and accountability that protect time to lead.
Build coachable calls
Simple call structures that make coaching easier.
Monitor and score
A customisable scoring tool for praise and improvement.
Give better feedback
Constructive feedback that genuinely lifts performance.
Plan development
Skills audits and coaching plans with measurable outcomes.
The course
Eight modules, two focused sessions
How to Develop Effective Call Centre Team Leaders runs over two live 4-hour sessions, designed and delivered by mentor Marc Carriere.
You leave with your own Team Leader training process, plus 18 easy-to-customise resources, tools and templates, and access to a self-paced online course.
- 2 × 4 hoursTwo live sessions, 8 hours
- Online or onsiteZoom or your premises
- Private onlyJust your team, on your dates
- 18 toolsEditable templates to keep
What’s covered: eight modules
Session 1 sets up the framework and the Team Leader’s day; Session 2 builds the coaching cycle.
Foundations of great leadership
Purpose, traits and the daily structure great Team Leaders rely on.
- Preparing your framework for success
- Amazing Team Leader traits
- Effective time management
- Coachable call structures
Coaching for performance
Monitor, score and give feedback, then plan each person’s development.
- Call monitoring and scoring
- Providing effective feedback
- Skills audits
- Coaching plans
A toolkit of 18 resources to keep
Easily customised resources, tools and templates for managers and Team Leaders, including The 7 Pillars For Creating Amazing Team Leaders Workbook.
7 Pillars Workbook
The 7 Pillars For Creating Amazing Team Leaders Workbook.
Templates and tools
Editable files for coaching, leadership routines and KPI focus.
Scoring tool
A customisable call scoring tool for praise and targeted improvement.
Two ways to run it
This course is private training for your leadership team. Choose the format that suits you.
Live online
2 × 4-hour sessions via Zoom
- Most customers’ preferred option
- Time for normal duties between sessions
- Your examples and KPIs
- Dates that suit you
Onsite
At your workplace
- Everyone in the room
- Hands-on discussion
- Flexible dates and times
- Travel costs may apply
Training Team Leaders directly? See How to be a Great Call Centre Team Leader
Marc Carriere
Call centre Team Leader coach and mentor
- 35+years across Australia, North America and more
- 100sof leaders trained, coached and mentored
- 4.8/5average course rating
Meet your trainer
Learn from a Team Leader specialist
Marc Carriere has trained, coached and mentored hundreds of leaders around the world. He is known for making leadership practical, so Team Leaders build real-world skills they can apply immediately.
He has owned and run a call centre himself, and brings the systems, rhythms and toolkits that create confident coaching Team Leaders and lift KPIs.
- ACXPA Verified Trainer
- Has owned and run a call centre himself
- Worked in Australia, Canada, the UK, the USA and more
- Writes practical articles and videos for leaders
Marc was an engaging and thorough trainer, taking us through best practices, operational rhythms and providing us with templates and material so we would put it into practice.
Now that our Team Leaders have the skills to lead their teams more effectively, we are hitting our numbers and going from strength to strength.
The tools and resources provided will certainly add value to any call centre leaders/managers…
Getting sign-off?
Everything your manager needs, in one PDF
Download a two-page fact sheet with the outcomes, modules, format, price and options, ready to forward or attach to an approval.
Who it’s for
Who is this course for?
People responsible for running contact centres who want Team Leaders skilled for success.
Business owners and executives
Contact centre owners and C-suite leaders.
Long-term managers
Ready for a reset or new skills.
New managers
Setting Team Leaders up to succeed.
New leadership teams
Building how the team works from the start.
Teams below target
Lifting a low-performing leadership team.
Team Leader developers
Anyone who trains and coaches Team Leaders.
Looking for other manager training? Browse all manager courses
Backed by ACXPA
Want to learn from the people who set the benchmarks?
CX Skills is the official training partner of ACXPA, the organisation that defines the Global Contact Centre CX Standards and publishes the Australian Call Centre Rankings. Your managers learn to run their centre against the same benchmarks call centres are measured on.
- Many CX Skills courses are ACXPA certified
- Management frameworks grounded in the benchmarks used to rank call centres
- Delivered by practitioners who’ve run both small centres and large-scale operations
ACXPA membership
Want the toolkit every contact centre manager should have?
Whether or not your managers book a course, ACXPA membership gives each of them their own login to a practitioner-built, vendor-neutral platform of tools, benchmarks, templates and training, plus live access to experienced practitioners every fortnight, so they’re never making the big calls on their own.
- 50+hours of live expert access a year
- 65+tools, templates and resources
- 18calculators
- 25%off CX Skills live public courses
Live expert access, every fortnight
Our Open Mic is a relaxed, off-the-record Zoom every second Tuesday with ACXPA’s founder and CEO.
No agenda, no slides: bring a question, share what you’re working through, or just listen.
Call Centre and CX Roundtables
Monthly live panels with contact centre and CX leaders on the problems customer-facing teams face every day.
Every session is kept in a searchable library, with an AI assistant that answers your questions.
Eight specialist hubs
Customer service, CX, complaints handling, coaching, training and onboarding, call centres, WFM and benchmarking.
Each hub has its own tools, templates and training, ready when you need them.
Plus member tools built for the work managers actually do
WFM Hub
Nine planning tools, including Erlang staffing and service level simulators, an Interval Planner and a Shrinkage Calculator.
Call centre rankings reports
Monthly, quarterly and sector reports from the Australian Call Centre Rankings, tracking 48+ metrics.
Diagnostics
A Contact Centre Maturity Tool across seven weighted domains, a 17-dimension Customer Service Health Check and a 42-question CX Maturity Audit.
QA tools
QA Sample Size and Advanced QA calculators, plus the QA Sampling Benchmark to compare your sampling by sector and size.
Agent Performance Matrix
Plots every agent on quality versus productivity, so you can see where each team’s coaching effort should go.
Call Centre Hub
The operational toolkit for running a modern contact centre, including a business continuity plan template and manager and Team Leader job descriptions.
Business Membership starts at $497 ex GST a year for a team of five, under $100 per person.
Every member gets 25% off CX Skills live public courses: one manager on Contact Centre Management Fundamentals ($1,997) saves $499, which covers the membership on its own.
Reviews
What participants say
Verified reviews from managers and Team Leaders who’ve trained with Marc.
374 verified reviews across all CX Skills courses
Read every reviewMarc’s team leader courses · 13 reviews
On Google · 39 reviews
Independently verified
Very informative training package
I learnt some amazing time management skills. Excellent tools for call monitoring, performance management and coaching. Marc is friendly and full of knowledge. He really tailored the program to what I needed and had some fabulous advice. Highly reccomend.
Highly Recommend for any Contact Centre Leader
I completed the course ‘How to Develop Effective Call Centre Team Leaders’ with our Senior Customer Support Manager. Marc was an engaging and thorough trainer, taking us through best practices, operational rhythms and providing us with templates and material so we would put it into practice.
I would recommend the course for any contact centre leader – it will help you develop your Seniors and team members. We had many takeaways that we are embedding with our other Managers and Seniors.
Great course!
I highly recommend completing this course. Marc was a very engaging facilitator and opened the floor to some impactful discussions on each topic.
We had a smaller group session and it was the perfect way to absorb all the learnings.
Feedback for training
Good training, learned many new things regarding call centre & leadership skills. Training provided by Marc was excellent.
Informative and Insightful
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.
Confidence building training!
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
Highly Recommended!
From the outset of communicating with Marc to book the course, he was friendly, professional, and very accommodating to our needs which were greatly appreciated.
We had the privilege of being able to have Marc in-house to deliver the course in person for myself and one of my supervisors and Marc did a fantastic job of combining and delivering his ‘How to create amazing team leaders’ and ‘How to be an amazing team leader’ courses, keeping the content relevant and engaging for both of us.
The tools and resources provided will certainly add value to any call centre leaders/managers and give an excellent framework to help build, sustain and continue to develop a strong leadership team within a call centre.
For anyone new to a TL role or for those looking to know how to better develop their TL’s (and identify traits of future TL’s) I would highly recommend Marc’s courses and will look to use them again in future.
Finally hitting our numbers!
Now that our Team Leaders have the skills to lead their teams more effectively, we are hitting our numbers and going from strength to strength.
Results are what counts!
Marc’s training is a mix of “foundation” and cutting edge modules allowing any company’s training to be the very best in its field. It’s easy to understand and has a proven track record with actual results. Results are what counts, nothing else.
The Training was invaluable!
Marc coached and mentored me to get the best out of my team. I instantly liked him and the training provided was invaluable, and I looked forward to each session to learn more.
Highly Recommended!
My success today is due to Marc’s input into my life! Marc is a great mentor and I would highly recommend him.
Awesome mentor!
Marc is the definition of the word Mentor! Thank you for your endless guidance and support.
Marc is an outstanding Mentor…
Marc knows how to develop leaders to reach their potential. He is encouraging, supportive and his wise counsel in the nuances of leadership is second to none. I will always be grateful for his guidance in helping me achieve my goals, which allowed me to assist my staff to achieve their goals.
FAQs
How to Develop Effective Team Leaders FAQs
Format, pricing, content and who the course suits.
Who should attend?
Can I book one ticket?
How is it delivered?
What’s covered?
What’s included?
How much does it cost?
How is it different from How to be a Great Call Centre Team Leader?
How do I book?
Talk to us
Questions about training your team?
Book a call to talk it through, or send us a message and we’ll get back to you.
Book a callDownload the fact sheet
Prefer the phone? Call +61 3 9008 7287 (Mon–Fri, 8:30–17:30 Melbourne time) or email hello@cxskills.com.au.
Ready to develop Team Leaders who hit their targets?
Tell us about your team and we’ll recommend the best format and dates, online or onsite.