Emerging Leaders in Contact Centres (Melbourne)

Loading Events

« All Events

  • Sorry, this event has now finished. Click here to search for the latest events.

Emerging Leaders in Contact Centres (Melbourne)

November 20, 2018 @ 9:00 am - 5:00 pm


Course Overview

it’s been widely recognised that stepping into a contact centre Team Leaders role is one of the hardest steps to make.

Whether it’s being given the opportunity through great (agent level) performance or through other more traditional circumstances, a Team Leader is often thrown into the deep end for a wide range of functions. From coaching, performance management, attendance management, motivating the team, handling escalations, rosters and so on, it’s little wonder why it can be so overwhelming!

Our one-day introductory course is designed to give participants the best of both worlds – the basic concepts of leading in a contact centre environment and some coaching and leadership skills that they can apply in the workplace.


The morning session is focussed specifically on contact centres providing some great insight into how they work and empowering you with practical skills and knowledge you can take back to the workplace.

  • How contact centres ‘work’

    We explore the various components of contact centre management and how they need to work together to ensure success.

  • Team Leader Roles & Responsibilities

    We explore the common functions performed by a Team Leader and how to prioritise what’s really important.

  • Key Performance Indicators

    How performance is measured in a contact centre environment and how KPIs can be used to drive the right behaviours and outcomes.

  • Jargon Busting

    We’ll explain the common jargon and acronyms used in contact centres as well as the broader business community.

  • Agent Performance

    We explore ways of measuring agent performance based on measurable metrics.

  • Calculating Workload

    Learning how to use an Erlang C calculator to determine optimal employee numbers, break times etc.


At the heart of leading a contact centre team is people. The afternoon session is designed to provide you with some tools to deliver effective coaching sessions and provide good leadership skills.

  • Situational Leaderships

    We will explore multiple leadership styles and your ability to adopt the appropriate leadership style required for any situation.

  • Feedback

    The art of providing feedback to team members and the skills needed to make the most of receiving feedback. Would you consider receiving feedback from your newest team member, after this you will understand why you should and how much value it can be.

  • You, what makes you tick!

    We will take the time to get personal, to look at the needs driven behavior’s that not only determines why you do what you do but why others behaviour the way they do.

  • Leading a High Performing Team

    With a focus on the Star Leadership model, we will delve into the reality of why some teams are destined to bottom out when the cycle indicates it’s their turn and why High Performing Teams believe they will never bottom out regardless of where the cycle is at.

  • The Leadership Myth

    A very real look at why great teams don’t have one autocratic leader at the helm, they hold the ‘team’ responsible for leading. Here we educate about the importance of every team member understanding their role and what’s required to achieve the team goal.

About Your Trainers

In this course you don’t just get one trainer, you get two! We’ve brought together two industry experts to ensure you receive the best training to prepare yourself for a career in contact centre management.

Justin Tippett

With decades of experience running contact centres as well as judging domestic and international awards you’ll be hard pressed to find anyone more experienced and passionate about the contact centre industry! Learn more about Justin.

Don Elgin

A former Paralympian and World Champion, Don Elgin now spends his time as a motivational speaker and high-performance trainer on leading teams and coaching for sustainable success. Learn more about Don.

Course Outcomes for Participants

  • You’ll get an overview of contact centre management and the various components required for success.
  • You’ll learn how to measure performance and calculate workload.
  • You’ll come away with practical skills in coaching and leadership that can be instantly applied.
  • You’ll meet others on a similar journey that you can build your professional network with.

Course Outcomes for the business

  • Your leaders will have a broader understanding of the core fundamentals of contact centre management and how they can drive performance improvements.
  • Your leaders will gain confidence in their ability to lead a team and have quality conversations.
  • Higher engaged staff (both the Team Leader attending the course and the staff they manage as a result of their improved skills)

This course is suitable for:

  • Contact centre agents preparing to take the next step.
  • New Team Leaders with little contact centre experience.
  • Existing Team Leaders looking to polish their skills.
  • Employees looking to learn more about the contact centre function.

What’s included:

  • A full day’s training with two industry experts
  • All course takeaways (Workbook etc)
  • Fully catered with morning tea, lunch and afternoon tea
  • Great training facilities next to Flinders Street Station

This course starts in:

Special Offer! Save $100 off this course for a strictly limited time.

Use the Coupon Code OFF100 at checkout to apply the discount.


November 20, 2018
9:00 am - 5:00 pm
Event Categories:
Event Tags:


Suitable for:
Agents, 2IC/Team Leaders
Start Time
All day


DoubleTree by Hilton
270 Flinders Street
+61 3 9654 6888


CX Skills
+61 3 9008 7287

Want more people at your event?

Click here to add your event to the Calendar