Advanced Certificate in Contact Centre Team Leadership

Sunday, 15 February 2026 15:03:07

International applicants and their qualifications are accepted

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Overview

Overview

Advanced Certificate in Contact Centre Team Leadership


This programme is designed for aspiring team leaders in the contact centre industry, focusing on developing essential skills to manage and motivate a high-performing team.


Some key areas of study include: customer service, team management, and communication strategies.

Through a combination of theoretical knowledge and practical exercises, learners will gain the confidence and expertise needed to lead a contact centre team effectively.


Key benefits include: improved customer satisfaction, increased productivity, and enhanced career prospects.

Whether you're looking to advance your career or start a new role, this Advanced Certificate in Contact Centre Team Leadership is an ideal choice.


Explore this programme further and discover how you can take your career to the next level.

Contact Centre Team Leadership is the key to unlocking success in this fast-paced industry. This Advanced Certificate course will equip you with the skills and knowledge to lead high-performing teams, drive customer satisfaction, and boost revenue growth. By mastering Contact Centre Team Leadership, you'll gain a competitive edge and enhance your career prospects in the field. You'll learn from industry experts and gain hands-on experience in Contact Centre Team Leadership best practices, including team management, performance coaching, and process improvement. With this certification, you'll be able to Contact Centre Team Leadership effectively, driving business results and achieving career advancement.

Entry requirements

The program operates on an open enrollment basis, and there are no specific entry requirements. Individuals with a genuine interest in the subject matter are welcome to participate.

International applicants and their qualifications are accepted.

Step into a transformative journey at LSIB, where you'll become part of a vibrant community of students from over 157 nationalities.

At LSIB, we are a global family. When you join us, your qualifications are recognized and accepted, making you a valued member of our diverse, internationally connected community.

Course Content

•
Effective Communication Skills for Contact Centre Team Leaders •
Time Management and Prioritization in a Fast-Paced Environment •
Conflict Resolution and De-Escalation Techniques •
Coaching and Mentoring for Improved Performance •
Customer Service Standards and Quality Assurance •
Team Motivation and Engagement Strategies •
Data-Driven Decision Making for Operational Improvement •
Change Management and Adaptability in a Dynamic Work Environment •
Emotional Intelligence and Empathy in Leadership •
Performance Management and Feedback Techniques

Assessment

The evaluation process is conducted through the submission of assignments, and there are no written examinations involved.

Fee and Payment Plans

30 to 40% Cheaper than most Universities and Colleges

Duration & course fee

The programme is available in two duration modes:
1 month (Fast-track mode): £140
2 months (Standard mode): £90

40% Cheaper

Our course fee is up to 40% cheaper than most universities and colleges.

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Awarding body

 The programme is awarded by London School of International Business. This program is not intended to replace or serve as an equivalent to obtaining a formal degree or diploma. It should be noted that this course is not accredited by a recognised awarding body or regulated by an authorised institution/ body.

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  • Start this course anytime from anywhere.
  • 1. Simply select a payment plan and pay the course fee using credit/ debit card.
  • 2. Course starts
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Got questions? Get in touch

Chat with us: Click the live chat button

+44 75 2064 7455

admissions@lsib.co.uk

+44 (0) 20 3608 0144



Career path

Key facts about Advanced Certificate in Contact Centre Team Leadership

The Advanced Certificate in Contact Centre Team Leadership is a comprehensive program designed to equip learners with the necessary skills and knowledge to excel in a leadership role within a contact centre.
This program focuses on developing the skills required to lead and manage a team of contact centre agents, including communication, leadership, and problem-solving skills.
Upon completion of the program, learners can expect to gain the following learning outcomes:
- Develop effective leadership and management skills to lead and motivate a team of contact centre agents.
- Understand the importance of communication, teamwork, and problem-solving in a contact centre environment.
- Learn how to analyze and resolve customer complaints and issues in a timely and professional manner.
- Develop the skills to create a positive and productive work environment that fosters employee engagement and retention.
- Understand the impact of technology on the contact centre industry and how to leverage it to improve customer service and team performance.
- Learn how to measure and evaluate team performance, identify areas for improvement, and implement changes to optimize results.
- Develop the skills to create a customer-centric culture that drives business growth and success.
The duration of the Advanced Certificate in Contact Centre Team Leadership program varies depending on the institution offering the program, but it typically takes several months to complete.
The program is designed to be flexible and can be completed on a part-time or full-time basis, making it accessible to learners with varying schedules and commitments.
The Advanced Certificate in Contact Centre Team Leadership is highly relevant to the contact centre industry, as it provides learners with the skills and knowledge required to succeed in a leadership role.
Many contact centres and customer service organisations offer this program as a way to develop the skills of their existing employees or to attract new talent.
The program is also relevant to learners who are interested in pursuing a career in contact centre management or leadership, as it provides a solid foundation in the skills and knowledge required to succeed in this field.

Why this course?

Advanced Certificate in Contact Centre Team Leadership holds immense significance in today's market, particularly in the UK. The UK's contact centre industry is expected to grow at a CAGR of 4.5% from 2023 to 2028, reaching a value of £14.8 billion by 2028 (Source: Grand View Research). This growth is driven by increasing demand for omnichannel customer experiences and the need for skilled professionals to manage and lead contact centre teams.
Year Growth Rate
2023 4.5%
2024 5.2%
2025 5.8%
2028 6.2%

Who should enrol in Advanced Certificate in Contact Centre Team Leadership?

Ideal Audience for Advanced Certificate in Contact Centre Team Leadership Are you a contact centre manager or supervisor looking to enhance your leadership skills and drive business success in the UK?
Key Characteristics: You should be a UK-based contact centre professional with at least 2 years of experience in a team leadership role, having managed a team of 5 or more agents. You should also possess excellent communication, problem-solving, and time management skills.
Career Goals: You aim to progress to senior leadership positions, such as Team Manager or Service Manager, and contribute to the growth and development of your organisation. You want to stay up-to-date with the latest industry trends and best practices in contact centre management.
Prerequisites: You should have a good understanding of contact centre operations, customer service principles, and team management techniques. You should also be able to commit to the programme's duration and complete all assessments and coursework.