Leading a High Performing Service Team

Learning Level: Manager

Format: Half-Day (3hr)

Delivery: Virtual

High performance doesn’t happen by accident. This course gives you the practical tools to create a culture of accountability, engagement and continuous improvement where people feel supported, valued and motivated to succeed.

The best performing teams balance results with people. They create a climate of success where expectations are clear, accountability is shared and individuals feel empowered to contribute at their best.
This course focuses on the leadership practices that drive sustainable team performance in the contact centre. You’ll learn how to engage your people, motivate different personalities and build an environment where autonomy, mastery and purpose can flourish.

Moving beyond metrics alone, the course explores how leaders create cultures of accountability through effective goal setting, performance management and coaching-led conversations. You’ll discover how to turn performance discussions into accountable conversations that support growth, ownership and improved outcomes.

Through practical frameworks, discussion and real contact centre examples, you’ll develop the confidence to manage both individual and team performance effectively. Whether you’re looking to increase engagement, improve results or strengthen team culture, you’ll leave with proven approaches that help create high performing teams where people consistently deliver their best work.

Course Content

High performance principles Explore the foundations of sustainable team success and growth.
Creating engagement Increase commitment through meaningful involvement and communication.
Motivation drivers Apply autonomy, mastery and purpose to improve performance.
Culture of accountability Build ownership through clear expectations and responsibilities.
Coaching-led leadership Use coaching techniques to support development and improvement.
Performance conversations Conduct accountable conversations that encourage action and ownership.
Managing performance Address individual and team performance using practical frameworks.
Measures of success Define meaningful goals and performance indicators.
Building team trust Create environments where people feel safe and supported.
Sustaining results Embed habits that maintain engagement and high performance long term.

Learning Outcomes

By the end of the workshop you will be able to:

- Create a culture of accountability that supports engagement and performance improvement
- Engage and motivate individuals through autonomy, mastery and shared purpose
- Conduct accountable conversations that encourage ownership, growth and action
- Manage individual and team performance using effective coaching techniques
- Build team environments where people feel supported, valued and motivated
- Establish clear measures of success that drive consistent results
- Apply practical strategies to create sustainable high performance cultures

What Delegates Say

“I found the training very relatable and relevant to our work. The trainer regularly linked the content to our own experiences, which helped make the learning practical and easier to connect with our day to day roles.”
Team Leader, Boots

(Leading a High Performing Service Team was previously known as Leading for High Performance)

Who should attend?

Contact centre leaders responsible for developing customer service team performance and engagement.

What will you learn?

Create accountable, motivated teams that consistently deliver results.

How much is it?

£375 + VAT, CCMA members receive a 20% discount

Format Info

3 hour online workshop using Zoom

Group discount

Additional discounts available for group bookings

Enquire

For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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Contact Us

0333 939 9964
info@ccma.org.uk
CCMA Ventures Limited
5th Floor
16 Great Queen Street
Covent Garden
London
WC2B 5DG
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Reg No: 5799326