From Front Line to Future Leader: What it Takes to Step Up

The American businessman and activist Ralph Nader once said that, “The function of leadership is to produce more leaders, not more followers”.   

Encouraging the next generation of contact centre professionals to take the necessary steps towards leadership roles has never been more important.   

CCMA Benchmark data shows that the highest-performing contact centres have leaders who consistently model the desired mindset and behaviours of being visible, emotionally intelligent, purpose-led and empowering.  

These leaders build psychologically safe environments where people are not just engaged but energised. The result? Higher retention, better performance and stronger alignment to customer-centric goals. 

“Human-centred service doesn’t stop at the front line,” says Mel Lomax, Learning and Accreditation Manager at CCMA. “Leaders set the tone for team culture, drive motivation and ensure that operational practices support excellence. 

“Nurturing the next generation of leaders with the right skills to achieve these outcomes is vital.” 

The Three Cs  

So what are the key ingredients? Confidence, communication and consistency are cornerstones of effective contact centre leadership. Confidence empowers leaders to make decisions under pressure, inspire trust in their teams and navigate change with clarity.  

Confidence can often be confused with bravado. But it’s about owning challenges and believing in your ability to support others through them. 

Communication is equally essential. Leaders must be able to listen actively, give clear direction, and foster meaningful dialogue. In hybrid and fast-paced environments such as the contact centre, this is crucial. Building relationships, resolving conflict and aligning people around shared goals can only be achieved through good communication. 

Finally, consistency is important because it builds credibility, which creates stability in contact centre teams. This fosters a culture of trust where people feel safe, motivated and empowered to perform at their best. 

Together, these traits form the foundation for the next generation of people-focused, emotionally intelligent leaders ready to thrive in today’s ever-changing contact centre landscape. 

Structured Development  

Real-world, structured development is also key. It bridges the gap between theory and practice, equipping individuals with the tools to lead confidently in complex, high-pressure environments.  

Structured programmes provide a safe space to build core skill like coaching, decision-making and emotional intelligence, while also reflecting the realities of day-to-day leadership.  

Crucially, structured programmes allow aspiring leaders to learn by doing, gaining feedback, refining their approach and applying insights immediately. When leadership development is grounded in real experience, it doesn’t just build knowledge it builds lasting behavioural change where it matters most. 

Helping Your People Progress  

The CCMA Futures: Leadership Programme directly supports this thesis. It’s built to identify and grow the next generation of contact centre leaders, equipping them with the mindset, behaviours and capabilities to lead high-performing, people-focused teams.  

Whether it’s coaching confidence, strategic thinking or culture-building, CCMA Futures help aspiring leaders make the shift from managing tasks to leading people with purpose. 

This six-month programme is perfect for people that lead teams within the contact centre. It provides the basis for a successful leadership career in the world of contact centres.   

• Gain essential skills: Learn core skills and discover models that will help you understand how to get the best out of your team and build their leadership attributes.  

• Build a strong foundation: Better understand yourself and position yourself for future career opportunities.   

• Practice your new talents: Apply what you learn straight away, building your confidence as you learn.   

“Investing in the development of contact centre leaders have never been so important,” says Kate Knowles, Director of Services at CCMA.  

“As the role of the leader continues to evolve, providing leaders with the right skills and mindset is key with them holding great responsibility for inspiring and leading teams of individuals. We see that investing in leadership drives huge return on investment, not only in commercials but also by retaining talent and aiding their ongoing development.”