The New Team Leader

Learning Level: Manager

Format: 3 Hours, Multi-Session

Delivery: Virtual

You’ve earned the promotion, now it’s time to succeed in the role. This practical course helps you build the confidence, mindset and skills to lead people effectively from day one.

The move from frontline colleague to team leader is one of the biggest transitions in any contact centre career. You’re no longer measured solely on your own performance. Success now comes through how you engage your people, build trust and create the conditions for others to perform at their best.

Many new leaders quickly discover that leadership is about far more than operational expertise. Managing former peers, creating accountability, balancing competing priorities and handling challenging situations can feel uncomfortable without the right support. That’s why so many new team leaders continue doing the job they were promoted from rather than fully stepping into leadership.

This highly practical course provides the foundations every new leader needs. You’ll explore the leadership mindset, behaviours and skills that help create a climate of success, whilst gaining clarity on what great leadership looks like in practice. Through discussion, self-reflection and real workplace scenarios, you’ll learn how to build credibility, engage your people and develop confidence in everyday leadership conversations.

By the end of the course, you’ll understand how to move beyond individual contribution and become a visible leader who inspires performance through others. Whether you’ve recently been promoted or you’re preparing for your first leadership opportunity, you’ll leave with practical tools, greater confidence and a clear blueprint for success as a team leader.

Course content

Leadership Transition Understand role expectations, responsibilities and successfully move from colleague to leader.

Building Trust Develop credibility through consistent behaviours, communication and visible leadership practices.

Leading Former Peers Navigate changing relationships whilst maintaining professionalism, fairness and respect.

Performance Through Others Support achievement through coaching, recognition, feedback and accountability conversations.

Effective Communication Strengthen leadership communication that creates clarity, trust and engagement.

Coaching Fundamentals Learn practical coaching approaches that improve capability and colleague confidence.

Everyday Leadership Challenges Handle difficult situations, competing priorities and decision making confidently.

Motivating Your Team Create an environment where people feel supported, valued and engaged.

Leadership Habits Establish positive leadership routines that drive consistency and sustainable performance.

Success Planning Create a personal leadership development plan with clear actions and priorities.

Learning outcomes

Understand the responsibilities and expectations of a successful contact centre team leader.

Transition confidently from individual contributor to leader whilst maintaining professional relationships.

Build trust and credibility through consistent leadership behaviours and everyday actions.

Lead accountable conversations that improve performance, engagement and colleague ownership.

Apply coaching techniques that support development, confidence and continuous improvement.

Balance operational priorities with people leadership responsibilities.

Create a practical leadership action plan that supports ongoing success and growth.

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Who should attend?

New and aspiring contact centre team leaders stepping into people leadership responsibilities.

What will you learn?

Lead people confidently and transition successfully from colleague to leader.

How much is it?

£425+ VAT. Members receive a 20% discount.

Format Info

2 x 3 hour online workshops using Zoom.

Group discount

Additional discounts available for group bookings

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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
CCMA LinkedIn

Reg No: 5799326