CCMA Circle: Advancing Equity in Progression & Leadership in Contact Centres

In this CCMA Circle session, we explore why advancing equity in progression and leadership is about far more than policies and good intentions. While contact centres are often entry points for diverse talent, representation frequently diminishes at team leader and management levels. Creating truly equitable pathways requires organisations to address both structural and cultural barriers that influence how people develop and progress.

This session will focus on how organisations can create fair and transparent access to development and promotion opportunities, particularly for underrepresented groups. We’ll discuss approaches to building inclusive talent pipelines through mentoring, sponsorship and skills-based progression frameworks, and explore how representation in leadership roles shapes engagement, culture and customer outcomes. We’ll also consider how to identify and reduce bias within performance management and evaluation processes.

Join the Circle discussion to share experiences, challenges and practical ideas for embedding equity into progression frameworks, strengthening leadership diversity and creating meaningful, measurable impact.