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Effective Team Leadership

Course code 99-02
Level 2 Supervisor / Superuser
Duration 1 day
Class size 8

This course is suitable for both new team leaders/supervisors and also for more experienced team leaders who wish to consolidate and further develop their key skills.

Strong, knowledgeable and capable team leaders are vital to the development of successful and efficient contact centre operations. This course will challenge and then strengthen those key skills, delivering more focused and capable team leaders back to the contact centre. Delegates will also have the opportunity to share contact centre and management best practice with like-minded peers from other companies.


  • Create stronger leaders amongst the team leader community, who can fulfil the promise in their job title and lead their teams to better performance
  • Improve the team leader’s ability to identify when motivation is waning in their team and intervene to improve morale
  • Improve feedback and engagement from the team leader community in the future development of the contact centre operation and strategy.


Lesson 1 : Exploring the difference between managing teams and leading teams

Lesson 2 : Understanding the principles of management

Lesson 3 : Motivating individuals and teams

Lesson 4 : Team composition – identifying team and individual strengths

Lesson 5 : Building team performance

Class Wrap-Up

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Related courses

99-03 Supervisor / Superuser

Managing Team Performance

1 day
Class size 8

This course is suitable for anyone involved in the direct management of contact centre staff against performance objectives.

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