HR Training for Contact Centre Leaders

Masterclass: HR in the Contact Centre

Learning Level: Manager

Format: Full Day

Delivery: In Person

Managing people can be more challenging than managing performance. This practical HR Masterclass gives you the confidence, knowledge and tools to navigate employee issues, reduce risk and lead with greater certainty.

People issues rarely arrive at a convenient time. Whether it’s managing absence, addressing performance concerns, handling grievances or supporting colleague wellbeing, contact centre leaders are expected to make decisions that affect both individuals and organisational outcomes.

The challenge is that many leaders have never received formal learning in people management. As workplace expectations evolve and employee relations become increasingly complex, it’s easy to feel uncertain about what action to take, when to take it and how to approach conversations confidently. As a result, issues can be delayed, inconsistencies emerge and the risks escalate.

This highly interactive course, delivered by an experienced HR professional, provides practical guidance that you can apply immediately. You’ll explore real workplace scenarios, discuss common leadership challenges and build the confidence to handle people-related situations fairly, consistently and professionally. The focus is not on becoming an HR expert. It’s about becoming a more capable, knowledgeable and confident people leader.

Throughout the day, you’ll develop a stronger understanding of your responsibilities, learn how to navigate key HR processes, policies and legal requirements, and discover how to balance business objectives with positive colleague experiences. If you’re responsible for leading people within a contact centre, this masterclass provides a practical blueprint for success that helps you move beyond uncertainty and create a culture of accountability, trust and consistency.

Course content

People Leadership Responsibilities Understand leadership accountability, fairness, documentation requirements and effective decision making practices.

Performance And Conduct Apply informal and formal approaches to performance, capability and conduct issues.

Difficult Conversations Build confidence managing sensitive discussions whilst maintaining professionalism and positive relationships.

Absence Management Handle absence situations consistently while balancing colleague wellbeing and operational needs.
Employee Wellbeing Balance colleague support, engagement and performance expectations through effective leadership behaviours.
Flexible Working Considerations Understand workplace expectations, adjustments and practical people management implications.
Managing Risk Identify organisational risks and take appropriate action before issues escalate further.
Working With HR Understand escalation routes and when specialist support should be involved.
Real World Scenarios Apply learning through practical exercises based on common workplace challenges.
Action Planning Create a practical leadership plan to embed learning beyond the classroom.

Learning outcomes

Understand leadership responsibilities when managing people, performance, wellbeing and employee relations matters.

Apply HR policies and procedures consistently whilst maintaining fairness, confidence and professionalism.

Navigate absence, capability, conduct and performance challenges using appropriate management approaches.

Manage accountable conversations that achieve positive outcomes whilst protecting colleague relationships.

Recognise organisational risks and make informed decisions using evidence, documentation and process.

Balance operational demands with colleague experience, wellbeing, engagement and retention objectives.

Know when to lead independently and when HR support should be engaged.

Enquire here

Who should attend?

Contact centre leaders responsible for managing complex colleague situations.

What will you learn?

Handle people challenges confidently, fairly and consistently.

How much is it?

£1050 plus VAT. Members receive 20% discount.

Format Info

One-day in-person masterclass

Group discount

Additional discounts available for group bookings

Enquire

0333 939 9964
info@ccma.org.uk
CCMA Ventures Limited
5th Floor
16 Great Queen Street
Covent Garden
London
WC2B 5DG
CCMA LinkedIn

Masterclass: HR in the Contact Centre

Course content

Learning outcomes

Enquire here

Who should attend?

What will you learn?

How much is it?

Format Info

Group discount

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