In this CCMA Circle session, we’ll explore how organisations can create fair and inclusive opportunities for people to develop and progress into leadership roles.
While contact centres often attract diverse talent, representation at team leader and management level does not always reflect the diversity seen across frontline teams. This session will look at some of the barriers that can influence progression and discuss how organisations can create clearer, more accessible pathways for development and leadership.
The discussion will focus on approaches such as mentoring, sponsorship and skills-based progression, alongside the important role leaders play in shaping culture, engagement and belonging. We’ll also explore how organisations can make performance and promotion processes more consistent, transparent and inclusive.
Join the Circle discussion to share experiences, challenges and practical ideas for supporting progression, developing diverse leadership talent and creating opportunities for people to thrive.
About the Speakers
Lucie Child, Head of Customer, Transport for Greater Manchester
With a background spanning public and private sectors – from retail and financial services to heritage – Lucie brings a fresh perspective to how organisations connect with the people they serve. She’s passionate about putting customers at the heart of everything, shaping strategy and service to reflect real needs and experiences. Today, as the Head of Customer at Transport for Greater Manchester, Lucie is on a mission to make the customer experience the best it can be across every touch point.
Not a member?
For details on membership packages and benefits click here.
Join today and get immediate access to member benefits.
Stay close to the CCMA by signing up today and find out about ...
- Visits to award-winning contact centres
- Latest industry insights
- Upcoming events
- Industry news