In this CCMA Circle session, we’ll explore how organisations can create fair and inclusive opportunities for people to develop and progress into leadership roles.

While contact centres often attract diverse talent, representation at team leader and management level does not always reflect the diversity seen across frontline teams. This session will look at some of the barriers that can influence progression and discuss how organisations can create clearer, more accessible pathways for development and leadership.

The discussion will focus on approaches such as mentoring, sponsorship and skills-based progression, alongside the important role leaders play in shaping culture, engagement and belonging. We’ll also explore how organisations can make performance and promotion processes more consistent, transparent and inclusive.

Join the Circle discussion to share experiences, challenges and practical ideas for supporting progression, developing diverse leadership talent and creating opportunities for people to thrive.