Unlock your potential with CCMA’s Futures Leadership Programme
Are you ready to elevate your leadership skills and learn how to lead a team that delivers excellence in your contact centre? Or do you know someone who is? The leadership programme is designed for ambitious individuals, eager to drive innovation and make a real impact in the contact centre industry.
About the Programme
The Futures Leadership Programme is a practical, in-person, six-month development experience designed to build confident, capable team leaders across the contact centre industry.
Gain Essential Skills
Learn practical models and techniques to help you bring out the best in your team.
Build a Strong Foundation
Deepen your self-awareness and prepare for future leadership opportunities.
Put Your Learning into Practice
Apply new tools and ideas immediately, growing your confidence as you go.
You can choose to join one of our open cohorts, starting in Salford Quays, Greater Manchester in November 2025 or in Central London in January 2026. Alternatively, if you have five or more people ready to take part, we can deliver the full programme at your site or chosen location, at a time that suits you.
Whichever option you choose, delegates will attend seven immersive, full-day leadership workshops. Each session will equip you with the skills to enhance personal effectiveness, master the art of coaching, performance management and become a highly effective leader. This programme also includes two one to one coaching sessions with your Learning Facilitator, to embed your learning and development.
This hands-on leadership training uses proven models, practical exercises, and action planning to deliver meaningful growth. Ongoing support between sessions ensures participants are empowered to drive positive change and achieve exceptional results.
Programme Intake: Futures Leadership Programme
| Module | Title |
| 1 | Brand me! |
| 2 | Coaching with Confidence |
| 3 | Planning like a Pro |
| 4 | Leading for High Performance |
| 5 | Having Great Conversations |
| 6 | Engaging with your People |
Module 1
Brand Me!
- Emotional intelligence
- Imposter Syndrome
- Developing and growing resilience
- Personal effectiveness, how do you come across to others
- Brand me!
- Self-awareness – including trigger
Module 2
Coaching with Confidence
- How to prioritise coaching
- The benefits of a coaching culture
- Understand the GROW model
- Understand the difference between coaching, training and performance management
- How to create a coaching plan
- Understand different learning styles
Module 3
Planning like a Pro
- Understand where time is spent versus what’s important
- Time management principles and techniques
- Delegation skills
- Recognise key performance levers versus time wasters
- How to organise your day/week/month
- Breaking poor admin habits
Module 4
Leading for High Performance
- Understand the key components of performance management
- Understand the motivators behind under and over performance
- Diagnose and monitor performance issues and identify the best course of action
- Leading for high performance
- Developing capability
Module 5
Having Great Conversations
- Understanding personal barriers around delivering difficult messages
- How to prepare for challenging conversations
- Understanding transactional analysis and how to use it
- Techniques required to ensure that your message lands
Module 6
Engaging with your People
- Motivating your team
- Motivating different personalities and skill sets
- Building relationships with a view to motivate and influence
- Measuring and managing engagement levels
- Useful, practical business models
- Inclusive leadership
Who is ready to step up?
Every contact centre has someone ready to take the next step – maybe it’s you, or someone on your team.
Rising Stars
This programme gives new and developing team leaders the tools, structure, and support to lead with confidence and keep building on what they already do well. A clear path to grow their impact, influence, and leadership mindset.
Experienced Leaders
This programme supports experienced managers who are committed to continuous improvement. It helps sharpen their leadership approach and provides space to reflect, refresh, and apply what works with even more confidence and consistency.
Support Your Future Leaders
Line and operations managers play a crucial role in identifying and developing rising talent. This programme gives your team leaders the tools, confidence and structure to lead effectively. As a result, it helps create a more consistent approach to coaching, conversations and performance across your operation.
Statistics reveal that the UK contact centre industry incurs a staggering cost of £340 billion annually due to employee dissatisfaction and disengagement.
The dynamics of leadership and management in contact centres have undergone significant changes due to the shift towards remote and hybrid work settings. This transition has made it more challenging for leaders to effectively support frontline teams in their wellbeing and performance challenges, which is having a detrimental impact on employee engagement and retention.
Our Leadership Programme has been carefully crafted to give capable and new leaders the opportunity to:
- Enhance colleague and customer satisfaction.
- Nurture and retain talent within your organisation.
- Develop a strong culture that sets your contact centre up for success.
- Support career development.
- Enhance existing coaching.
- Improve team performance – strive for a high performing team.
- Supports an efficiency drive.
- Increase self-awareness and personal effectiveness.
Why choose the CCMA Futures: Leadership Programme?
CCMA Accredited: Ensuring you receive the highest standard of training and recognition in the contact centre industry and have a certificate to be proud of.
Learn from the Best: 30 years of experience supporting leaders, you’ll benefit from our extensive knowledge, experience, and support, all aimed at enhancing your leadership capabilities.
Interactive and Immersive Learning: Over six months, you’ll learn with other like-minded contact centre leaders. This face-to-face format allows you to step away from your office or home environment and immerse yourself in a collaborative learning experience.
Real-World Insights: Engage with peers facing similar challenges and complexities in managing teams within dynamic environments. This shared experience enriches your learning and provides valuable perspectives you can apply directly to your role.
The CCMA Experience: Benefit from a fun, interactive, practical and professional experience throughout the programme. Meet new friends and learn together.
Learning Facilitators
Mel Lomax
With 28 years’ experience in the contact centre industry, Mel is passionate about creating learning that transforms performance. As Learning and Accreditation Manager at the CCMA, Mel leads national initiatives to raise industry standards, develop leadership capability, and support contact centres in delivering excellence at every level.
Previously a freelance consultant and former Head of Learning, Mel has worked with a wide range of brands to design impactful L&D strategies that drive commercial ROI, improve operations, and build confident, customer-focused teams. Known for a people-first approach, Mel brings energy, insight and a deep belief in the power of mindset, behaviours and skills to create lasting change.
Jenifer Lord
A highly skilled coach and facilitator, Jenifer 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.
Enquiry Form
Join us and transform your Leadership Journey
Take advantage of this unique opportunity to grow alongside other industry leaders. Cement your learning and continuously develop your leadership skills with the support of the CCMA Academy.
Ready to take the next step?
Fill in the below form
Format
Delivered face-to-face over 6 months in the North West or London. For a group of five or more, the programme can be delivered at your chosen location, at a time and pace that suits your team.
Enquire now for full programme details.
Who is it for?
This course is open to both members and non-members of the CCMA, and designed for those leading teams within the contact centre.
Whether you’re an experienced manager or a team leader eager to step up to the next level, our programme is designed to meet your unique needs and goals.
Pricing
Please get in touch with [email protected] for pricing details.
Not a member?
Join and get a discount on all training!
Plus much more
Join today for immediate access.