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.
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.
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:
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.
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.
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