Certified Omni-Channel Team Leader (COCTL) Training Course Outline

Customer Experience Skills

Certified Omni-Channel Team Leader (COCTL)

3-Day Course l 100% HRDC Claimable

Course Introduction

The Certified Omni-channel Team Leader (COCTL) program is for middle managers leading omni-channel customer teams. These leaders connect operations, management, and frontline agents across various customer channels.

New Team Leaders, often promoted from individual roles, might find managing omni-channel teams tricky because of different channels and fast-changing tech. This program helps them build leadership skills to turn stress into strong team performance.

Part of the ATCEN Customer Experience Management Series, COCTL offers practical advice on leading omni-channel teams day-to-day, focusing on building loyal and motivated teams and understanding the customer experience from a big-picture view.

Learning Objectives

Know the role of an Omni-Channel Team Leader
Learn key leadership skills for multi-channel environments
Develop strategic thinking for omni-channel customer journeys
Build leadership skills to manage diverse teams- Improve communication for cross-channel team management
Get better at performance management in omni-channel settings
Learn how to handle conflicts and disciplinary issues
Boost team morale to improve customer engagement

Training Modules

Module 1: Dynamic Omni-Channel Team Leadership

Module 2: Developing Strategic Thinking Skills

Module 3: Building Staff Relations

Module 4: Enhancing Communication Skills

Module 5: Recognizing General Signs of Mental Distress/Disorder

Module 6: AI-Enabled Performance Leadership in Omni-Channel Operations

Module 7: Making Teams Work with Empowerment

Request for a Quotation
or Chat with us LIVE

Target Audience

For Senior Contact Center Agents, Team Leaders, Team Managers.

Training Methodology

This course can be conducted Physically and Online.

Physical Training Methodology
Interactive and experiential — participants learn through group activities, role-plays, discussions and real workplace scenarios.
The trainer will provide live guidance and immediate feedback
to strengthen understanding and practical application.

Online Training Methodology
Engaging and structured — participants join live discussions, breakout rooms, polls and scenario-based activities. Clear visuals and guided facilitation ensure interactive learning and effective application from any location.

Customization

Your talents development comes first. That’s why we tailor every course outline to fit your goals and close any existing skill gaps.

Duration
Flexible learning options from half a day to a 3-day sessions (and beyond)

Content
100% customizable modules to match your organisation’s exact training needs

Methodology
Delivered in your preferred format, be it physical, online or a blended approach

Request for a Quotation
or Chat with us LIVE

Not exactly what
you're looking for?

No worries, just click on the WhatsApp icon to chat with us immediately or email us at aria@atcen.com

Customer Experience Skills