Whether in person or remotely, effective performance management of your team is critical

Managing the performance of your team is important to meeting your team and personal objectives. This course, over two three-hour sessions online, will help you understand what drives a performance culture and your role in this. We will consider the varying components in driving performance and addressing underperformance, and how to diagnose the root cause in order to embark on the right course of action.

Importantly, you will learn how to give feedback effectively and utilise performance improvement and development plans.

This course looks at the big picture initially reviewing the full planning cycle that should take place within an organisation and examines what performance management actually is.

We then look at it from a manager’s perspective to understand the role you play in how you treat and communicate with your team members, looking at the importance of coaching, what is involved and focusing on how to make employees feel engaged and valued through training, feedback, ongoing development, having long term goals, valuing contribution of ideas and regular reviews.

Learning outcomes

  • Understand the key components of performance management in a call centre environment whether in the office or remotely
  • Recognise the part a leader plays in creating a performance driven culture
  • Understand the importance of applying a consistent, structured approach to managing performance
  • Understand the importance of analysing the metrics available and recognising the correlations between different KPIs
  • Diagnose performance issues and identify the best course of action
  • Understand how to conduct a positive feedback session both in person and remotely


Two x three hour online sessions, using Zoom.

What delegates say

“Jen delivered the training very well, clear and concise information and providing great insight in to models that can be adopted within the workplace.”

About the trainer

Jenifer Lord is a highly skilled Coach and facilitator who has worked with many prestigious clients and organisations all over the UK and in South Africa, India and USA. Having gained most of her experience over many years leading teams in fast paced multi-million turnover organisations, Jenifer blends strong commerciality and outstanding customer focus with a revolutionary way of thinking. She is a qualified NLP Practitioner as well as a Hypnotherapist and is qualified to use several psychometric profiling tools including MBTI and TMSDI.

Her passion for understanding what makes people tick led her to study Psychology, Neuroscience and Neuroplasticity and Cognitive Behavioural Therapy for stress reduction as well as Mindfulness.

As a lover of life Jenifer understands that the key to success in both life and business is through people

Upcoming Dates

Pick a date below and fill in the booking form to reserve your place and places for colleagues. We will raise an invoice, so if you need to provide a purchase order number, please do so in the form or email it to info@ccma.org.uk.

Effective Performance Management
Date: Tue 7 Jun 2022 - Thu 9 Jun 2022
Where: Online

Date: Tue 19 Jul 2022
Where: Online

Date: Thu 20 Oct 2022
Where: Online

Who is it for?

Existing or aspiring team managers who are looking for best practice guidance on managing performance.

Why should you go?

To improve your skills in managing performance in your team.

How much is it?

CCMA members: £349*

Non-members: £399*

*excludes VAT