The Certified Contact Centre Team Leader Program (CCCTL) is developed for contact centre middle
management individuals. The Team Leader forms the crucial link between operations, management and
agents. These individuals face high levels of stress and are usually promoted based on the fact that they
were high performing “Super” agents. However, not all individuals are natural leaders and may not have
the proper skills to transform themselves from a highly stressed position to exceedingly successful
Part of the ATCEN Customer Experience Management Series, CCCTL is a comprehensive program that provides insights into the day-to-day leading and management of a team in a knowledge-based environment that demands competent leaders in creating and leading highly successful, loyal and motivated teams. Most importantly, this program will provide Team Leaders with the fundamental bridging skills between the agent and the Team Leader.
This program also looks at how the contact centre environment contributes into Customer Experience Management and how as a team leader it is important to see things from a more strategic and holistic manner.
Who Should Attend?
• Senior Contact Centre Agents
• Team Leaders
• Team Managers
Certificate of completion awarded by Western Kentucky University (USA).