Call Centre Team Leader Course

Lesson 1 • Call Centre Structure and Roles

Maps the organisational hierarchy from agents to senior leadership. Establishes role clarity needed before exploring coordination responsibilities.

Lesson 2 • Performance and Quality Culture

Defines what a high-performance, quality-focused culture looks like in a call centre. Sets expectations for the coordinator's role in sustaining that culture.

Lesson 3 • Core Operational Workflows

Covers inbound and outbound call flows, escalation paths, and handoff procedures. Provides the process context coordinators must manage daily.

Lesson 4 • Technology and Tools Landscape

Surveys the core platforms coordinators interact with, including ACD systems, CRM tools, and workforce management software.

Lesson 1 • Coordinator Communication Channels

Identifies the formal and informal communication channels coordinators use with agents, managers, and support teams. Effective channel use reduces miscommunication.

Lesson 2 • Coordinator vs. Manager Distinctions

Clarifies the authority boundaries and decision-making scope between coordinators and managers. Prevents role confusion that undermines team effectiveness.

Lesson 3 • Daily Coordinator Responsibilities

Details the recurring tasks coordinators own each shift, from floor monitoring to real-time support. Builds a practical picture of the role's daily rhythm.

Lesson 1 • Reading Real-Time Dashboards

Teaches coordinators to interpret live queue data, agent state boards, and service level indicators. Accurate reading enables fast, informed decisions.

Lesson 2 • Shift Handover Procedures

Establishes a structured handover process that transfers critical information between coordinators across shifts. Prevents operational gaps and repeated issues.

Lesson 3 • Handling Real-Time Exceptions

Addresses unplanned events such as agent absences, system outages, and sudden call surges. Coordinators learn structured response steps for each exception type.

Lesson 4 • Supporting Agents During Live Calls

Explains how to provide silent monitoring, whisper coaching, and barge-in support without disrupting the customer experience.

Lesson 1 • Coaching for Skill Development

Moves beyond feedback to structured coaching plans that build specific agent skills over time. Links coaching activities to measurable performance outcomes.

Lesson 2 • Recognising and Reinforcing Good Performance

Balances corrective feedback with timely recognition of strong performance. Reinforcement sustains motivation and models desired behaviours for the team.

Lesson 3 • Call Monitoring and Evaluation

Covers structured call evaluation using scorecards, calibration sessions, and quality criteria. Consistent evaluation is the data source for all coaching.

Lesson 4 • Delivering Effective Feedback

Teaches the structure and delivery of feedback that agents accept and act on. Covers timing, framing, specificity, and two-way dialogue.

Lesson 1 • Post-Escalation Debrief with Agents

Guides coordinators in conducting brief, constructive debriefs after escalations to build agent capability. Debriefs convert difficult interactions into learning opportunities.

Lesson 2 • Resolution Authority and Decision-Making

Defines what coordinators can resolve independently versus what requires manager approval. Clear authority boundaries speed resolution and protect policy integrity.

Lesson 3 • De-escalation Techniques

Provides a toolkit of language, tone, and pacing strategies for calming escalated customers. Techniques are practised through scenario-based application.

Lesson 4 • Recognising Escalation Triggers

Identifies the verbal, behavioural, and situational cues that signal an interaction needs coordinator intervention. Early recognition prevents escalation from worsening.

Lesson 1 • Managing Attendance and Absences

Provides a structured approach to tracking attendance patterns, managing call-outs, and escalating chronic issues. Consistent handling protects team morale and fairness.

Lesson 2 • Handling Schedule Change Requests

Establishes a fair, consistent process for evaluating and approving or denying schedule change requests. Transparent processes reduce conflict and perceived favouritism.

Lesson 3 • Adherence Coaching Conversations

Teaches coordinators to address adherence issues through structured, non-punitive coaching conversations. Early coaching prevents the need for formal disciplinary action.

Lesson 4 • Understanding Workforce Management Basics

Introduces forecasting, scheduling, and shrinkage concepts that drive staffing decisions. Coordinators need this context to manage adherence intelligently.

Lesson 1 • Written Communication Best Practices

Addresses clarity, tone, and professionalism in written communications such as team messages, emails, and shift logs. Written clarity reduces misunderstandings.

Lesson 2 • Driving Team Engagement

Explores practical tactics for boosting agent motivation, ownership, and connection to team goals. Engaged agents perform better and stay longer.

Lesson 3 • Delivering Team Performance Updates

Teaches coordinators to present team performance data in a way that motivates action rather than discourages. Data storytelling drives accountability.

Lesson 4 • Running Effective Team Huddles

Covers the structure, timing, and facilitation of brief team huddles that inform and energise agents. Well-run huddles set the tone for the shift.

Lesson 1 • Coordinator Self-Development Planning

Encourages coordinators to assess their own skill gaps and build a personal development plan. Self-aware coordinators model the growth mindset they expect from agents.

Lesson 2 • Contributing to Operational Strategy

Positions coordinators as contributors to broader operational planning, not just executors of decisions. Strategic input from the floor improves management decision quality.

Lesson 3 • Setting and Cascading Team Goals

Covers how to translate department-level targets into specific, motivating team and individual goals. Goal alignment ensures daily effort connects to strategic outcomes.

Lesson 4 • Analysing Team Performance Trends

Teaches coordinators to move beyond daily metrics and identify multi-week performance patterns. Trend analysis reveals systemic issues that daily monitoring misses.