SIG - Team Leader & Manager (TLM): Jul 2025

The Team Leader & Manager Special Interest Group is for those leading teams within the contact centre. This forum enables leaders to come together to share ideas and best practices whilst discussing key topics. The Special Interest Groups offer a safe place for CCMA members to network and to come together.

These roundtable events include presentations from industry experts sharing insight and research, member case studies and some great debates. Leaders who join this Special Interest Group drive the agenda in these sessions.

Agenda

Topic: Leading with Confidence

12:00 – Welcome & Introductions

With Laura Farrell, Engagement Manager, CCMA

12:15 – Leading from Within: Building Confidence, Brand, and Impact

As leaders, we often prioritise our teams and daily demands, but our own development can slip down the list. During this practical and inspiring session designed to help you lead with greater confidence. We’ll explore how to better understand your impact on others, strengthen your personal brand, and manage the inner critic – tackling imposter syndrome head-on.

Mel Lomax, Learning & Accreditation Manager here at the CCMA will lead a discussion covering:

How do others see us?

How do you want others to see you?

How much time do you focus on personal development?

Do you adapt your communication style based on your audience?

13:15 – AOB & Close

With Laura Farrell, Engagement Manager, CCMA

Where and when?

Date: Mon 14 Jul 2025

Time: 12:00 - 13:30

Location: Online

Who is it for?

Those responsible for leading a team within the contact centre. Members only.

How much is it?

Free for CCMA members

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SIG – Team Leader & Manager (TLM): Jul 2025

Agenda

Book your place(s)

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Where and when?

Who is it for?

How much is it?

Book your place(s)