What Makes a Great Leader in the Contact Centre?

What makes a great leader in the modern contact centre environment?

Have you ever wondered what sets top-performing contact centre leaders apart?

In this online seminar, Kate Law, Membership and Learning Director for the CCMA chats to Jen Lord, course tutor for the CCMA Futures: Leadership Programme, about the 6 Competences in Top-Performing Contact Centre Leaders that have become critical to being a great leader.

Ready to enhance your leadership capabilities? Register for this online seminar now.

About the Speaker

Jen Lord, Coach and Facilitator

Jenifer 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.

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. She has endless positivity and optimism, which she brings with her at work.

Kate Law, Membership and Learning Director, CCMA

As the Membership and Learning Director at the CCMA (Call Centre Management Association), Kate is drawing on her 20 years’ working in the contact centre industry in order to further support its members.

Prior to the CCMA, Kate was working at Assurant for ten years and in her last role as Customer Services Director, she was responsible for two contact centres and multiple outsource partners across Europe. Kate’s experience also includes time working in the contact centres at Vodafone and Advantis Credit, and also working for contact centre recruiters and training providers.

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Where and when?

Date: Tue 15 Oct 2024

Time: 11:00 – 12:00

Location: Online

Who is it for?

Contact centre professionals (all levels). Open to all members and non-members.

Why should you go?

Hear what makes a great contact centre leader.

How much is it?

Free to attend.