Create Amazing Contact Centre Team Leaders training course by Marc Carriere

How to Create Amazing Call Centre Team Leaders Who CONSISTENTLY Reach Team Goals Every Month!

$1,297 AUD per person

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The CREATE Amazing Call Centre Team Leaders course sets out the training structure, tools and resources Call Centre Managers need to provide Call Centre Team Leaders with a very clear understanding of their role and equip them with the practical skills needed to effectively lead their teams to consistently achieve their team targets and KPIs.

It will also reduce the time it takes your frontline team members to become more productive, so you can finally say goodbye to the stress and frustration of regularly missing your goals and targets!

Ask yourself this:

  • Are you stressed because your Call Centre DOESN’T regularly achieve its targets and KPIs?
  • Sick and tired of Team Leaders who don’t effectively manage or coach their teams, which unnecessarily harms your brand, increases costs and lowers profitability?
  • Do your Team Leaders lack the skills needed to lead their teams to hit their goals every month?
  • Frustrated with promoting team members as Team Leaders only to find they aren’t suited for the role, then having to replace them and losing a really good team member in the process?

If you’ve answered yes to one or any of these questions this course is for you!

Call centre managers team leader training course

As well as the 7.5 hours of live training, this Create Amazing Call Centre Team Leaders course also includes access to a self-paced online course and a heap of fantastic resources so you’ll be equipped with the skills and resources to help ensure your Team Leaders are engaged and effective in their role.

Designed for people responsible for running contact centres (e.g. Contact Centre Managers), this Create Amazing Call Centre Team Leaders course will change the performance of your contact centre by creating your own training process that equips Contact Centre Team Leaders with the skills and tools needed to effectively manage and coach their teams.

Delivered over three weeks with 3 x 2.5-hour workshops each week (so a total of 3 workshops and 7.5 hours of live training), the workshops and easy-to-customise tools and resources show you how to develop your internal Team Leader Training Program to create amazing leaders who coach, nurture and lead winning teams that regularly hit their targets and KPIs.

Arm yourself with the swiss-army-knife of skills with everything a Team Leader needs for success.

call centre team leader framework

8 Core Modules all facilitated live:

  • Preparing Your Framework For Success
  • Key Traits, Characteristics and Practices of Amazing Team Leaders
  • Effective Time Management
  • Coachable Call Structures
  • Call Monitoring and Scoring
  • Providing Effective Feedback
  • Team Leader and Team Member Skills Audits
  • Team Leader and Team Member Coaching Plans
Create amazing call centre team leaders course

Who should do this course?

This Create Amazing Call Centre Team Leaders course with its 18 easy-to-customise tools, resources and templates provide the perfect platform for those responsible for running contact centres (e.g. Contact Centre Managers) who want to develop their own customised Team Leader Training Program.

The opportunity to take new or experienced Team Leaders through the same concepts and tools is extremely valuable and will change the performance of your contact centre by finally equipping Team Leaders with the skills and tools needed to effectively manage and coach their teams.

The course also works for individual leaders looking to broaden their leadership tools and future leaders ready to grow.

It is especially suited to:

  • Contact Centre Business Owners and C-suite Executives
  • Long term Contact Centre Managers ready for a reset or to gain some additional skills to take their team to the next level.
  • New Contact Centre Managers wanting to get their Team Leaders set up effectively to succeed.
  • Newly formed contact centre leadership teams
  • Low performing leadership teams

Looking for other suitable training courses?

Looking for other suitable training courses?

If you are looking for a course to help Team Leaders improve their own skills and capabilities check out Marc’s other course – How to Be a GREAT Call Centre Team Leader.

We also have a range of other courses for Contact Centre Team Leaders and Contact Centre Managers.

7.5 Hours of Live, Facilitated Learning delivered via 3 x 2.5-Hour sessions:

We have built this Create Amazing Call Centre Team Leaders training course to enable Call Centre Managers with the time to learn and apply their new-found skills in-between sessions, so the program is delivered over 3 weeks with a 2.5-hour workshop once per week.

Each 2.5-hour workshop includes time to learn the skills and resources and all workshops are delivered live by Australia’s leading Team Leader Coach and Mentor, Marc Carriere.

Session 1

MODULE 1: Preparing Your Framework for Success

Lessons and resources that bring clarity and deep understanding of your purpose and the reasons why you and your Team Leaders and team members want to achieve continued and sustained success.

MODULE 2: Amazing Team Leaders Traits

Lessons and resources to identify the key traits, characteristics and practices of amazing Team Leaders to get the right person to begin with, who clearly understands their role and responsibilities.

MODULE 3: Effective Time Management

Lessons and tools that provide the structure and accountability to ensure Team Leaders are spending the time needed each day to effectively manage and leading their teams – especially underperformers!

Session 2

MODULE 4: Coachable Call Structures

Lessons and tools for creating easy to follow Call Structures with the right steps and proper sequence to follow that are easy for Team Leaders to coach team members on to increase their success.

MODULE 5: Call Monitoring and Scoring

Easily and effectively monitor and score team members’ calls with an easy-to-customize Scoring Tool that identifies areas to praise and deficiencies that need to be corrected with further individual training.

MODULE 6: Providing Effective Feedback

Lessons and resources for effectively providing corrective and nurturing feedback that identify positive aspects of calls to praise and deficiencies Team Leaders can work on with team members.

Session 3

MODULE 7: Skills Audits

Lessons and Templates for conducting Team Leader and Team Member Skills Audits to identify those areas Managers and Team Leaders need to focus on to get the most out of their team.

MODULE 8: Coaching Plans

Lessons and templates for developing Team Leader and Team Member Coaching Plans outlining coaching roadmaps for areas of improvement, who delivers coaching and when it’s delivered.


In addition to the 7.5 hours of live facilitated training sessions for the modules above, by purchasing this course you also receive these incredible benefits:


Unlimited access to all the Modules, Lessons and Resources for developing amazing Team Leaders for 6 months that allows you to review all the sessions we’ll conduct together to reference whenever you want to review any aspect of the program.


Easily customized Resources, Tools and Templates for Contact Centre Managers and Team Leaders to use to lead their teams to regularly achieve (or even exceed) their monthly Targets and KPIs including The 7 Pillars For Creating Amazing Team Leaders Workbook.


Bonus Micro Training videos covering topics such as: 3 Traits You Must Find When Hiring Team Leaders, 15 Essential Habits of Amazing Team Leaders, How Managers and Team Leaders Can Improve Feedback Practices AND MANY MORE!

What you’ll learn

By completing the Create Amazing Call Centre Team Leaders training course you will learn a practical, proven and easy-to-implement Team Leader Training Process (developed in the trenches – Not Theory or PowerPoint ‘Fluff’) with 18 easy-to-use and customise Resources and Tools to create truly amazing Team Leaders with:

  • a very clear understanding of their role,
  • the practical skills needed to lead their teams to consistently achieve their Targets and KPIs, and
  • the ability reduce the time it takes team members to become more productive to lower costs and increase profitability.

So you can finally say Goodbye to the stress and frustration of missing your goals and targets and concentrate on other critical areas of the business!

Built for Online

While this Create Amazing Call Centre Team Leaders training course has traditionally been delivered on-site/in-person, with the arrival of COVID we’ve now adapted this course to be delivered online via ZOOM teleconferencing.

Delivered over three weeks, the 3 x 2.5-hour sessions allow you plenty of time to attend to normal duties while developing your newfound leadership superpowers.

If you’d rather have the course delivered in-person on your premises or would like more flexibility with the dates and times please refer to our private training options >

Online training course to develop call centre team leaders

About Your Coach and Mentor

Starting in his early 20s as a direct salesperson Marc began specializing in lead generation, telesales and appointment setting. And with the help of mentors and his natural ability, quickly became recognized as a direct marketing and call centre expert.

Over the past 35 years, Marc has provided call centre consulting and training services to a wide variety of B2B and B2C companies in Australia, Canada, Fiji, México, The Bahamas, United Kingdom and the United States of America.

With his worldwide experience managing call centre teams who have won 3 Silver and 3 Gold ‘Ardy’ Awards, mentoring and coaching Call Centre Managers and Team Leaders and having owned a call centre himself, Marc is well aware of the difficulties call centres face in consistently meeting their targets and KPIs.

Marc Carriere Profile picture for CX Skills

Hear what others have said about working with Marc

Highly Recommended!

8 September 2022
Review of Private Training Courses

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.

Avatar for Leigh Spires
Leigh Spires
Call Centre Assistant Manager
National Storage

Finally hitting our numbers!

15 October 2021
Review of How to CREATE Amazing Call Centre Team Leaders (private course)

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.

Avatar for Kevin Sharp
Kevin Sharp
ICE Vacations Asia-Pacific

Results are what counts!

2 October 2021
Review of How to CREATE Amazing Call Centre Team Leaders (private course)

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.

Avatar for Matthew Saunders
Matthew Saunders
Executive Manager, Sales Strategy
International Cruise & Excursions

Private and Public Options

This Create Amazing Call Centre Team Leaders course is available publicly (with others) or privately (just for your business) with the differences outlined below.

Public Courses

The Create Amazing Call Centre Team Leaders course is delivered as 3 sessions (3 x 2.5-hour sessions each week so a total of 7.5 hours of live training) via ZOOM and is open to the general public. This is perfect for small numbers of managers attending with the added benefit of meeting and learning from other managers in the industry (also a great way to help build your network).

The times and dates are fixed to enable you to plan ahead around your schedule – 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 other managers and is perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training exclusively for your leadership team to take them all on the journey together.

Our private courses also enable you to choose the dates and times of the workshops to suit your business.

Learn more about our private course options >

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 an accredited training provider 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 Create Amazing Call Centre Team Leader training is in good hands.

CX Skills Create Amazing Team Leaders Training Course
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!
Trisha Bridge
Trisha Bridge
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!
Simon was great at delivering the course! I have learnt few essentials steps that have improved my confidence and the quality of my customer service! I highly reccomend his courses.
Kira Domanico
Kira Domanico
The best course I have taken in 4 decades of customer service.
Alison Jucha
Alison Jucha
Great course delivery and awesome techniques to use with customers.
Yvonne Bilney
Yvonne Bilney
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!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Joyi Lu
Joyi Lu
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.
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.
Todd Johnson
Todd Johnson
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
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
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
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
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
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
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
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
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
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
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
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
Lee Siefken
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
Vanessa Gralton
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

Pricing and Payment Options

The Create Amazing Call Centre Team Leaders training course facilitated live by Marc Carriere is just $1,297 ex GST for 7.5 hours of facilitated learning delivered over 3 x 2.5-hour modules.

The price includes:

  • 3 x 2.5-hour live facilitated sessions by Marc Carriere.
  • 6 Months access to the ‘Creating Amazing Team Leaders online course ($1,497 USD Value)
  • 18 Resources, Tools and Templates you can download ($1,825 USD Value)
  • 15 Bonus Micro Training videos ($975 USD Value)

Available Discounts

  • Save 15%  if you purchase 2 or more tickets in the same transaction.

Tickets can be purchased using a credit card or invoice – select your preference on the checkout page.

Price of the Create Amazing Team Leaders Course

Got questions about this course? Want to train your whole team or centre? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

Purchase tickets to the Create Amazing Call Centre Team Leaders training courses:

Just click on the available courses below to purchase a ticket. If you want to learn how to How to be a Great Call Centre Team Leader, check out Marc’s other course >

Please note! The Create Amazing Call Centre Team Leader training course is currently only available for private bookings. Please contact us for available dates and times.