The Team Leader Training Series for Contact Center & Service Teams

Team Leaders participating in an OmniTouch training session with Daniel Ord in Shanghai.

A great Team Leader helps individuals grow — and multiplies that success across the team.

They bring strategy to life and shape how Customers experience your organization every single day.

Yet people don’t go to school to learn how to be a great Team Leader. And time served in the role doesn’t equate to job mastery.

Our Team Leader Series

We developed the OmniTouch Team Leader Series 15 years ago — to help new and experienced Team Leaders build the know-how, skills, and confidence they need to succeed.

Now we’ve refreshed and re-released the entire Team Leader Series.

Four separate one-day courses that cover the scope of Team Leader expertise — Operations, Quality & Coaching, Leadership & People, and Customer Experience.

Each course stands on its own.
Courses may be taken individually and in any order.
Together they form an integrated development journey.

We Know It Works

We know our Team Leader Series training works — because clients and participants around the world tell us so, and keep inviting us back.

A Testimonial from Cathay Pacific Airways

“I wanted to take a moment to thank you for delivering such an outstanding Customer Contact Leadership Workshop, yet again.

The feedback we received has been overwhelmingly positive and everyone truly enjoyed the days spent learning from you.

Participants particularly appreciated how you shared your overall experiences and made each element of the workshop easy to understand. The approach was engaging and insightful, allowing everyone to grasp the concepts effortlessly.

As a result, the participants now feel confident that they will be able to apply these learnings in their current roles and manage more efficiently.”

More testimonials here.

The Four Courses in the Team Leader Series

Here is a summary overview of each of the four courses.

These overviews reflect what we’ve taught to thousands of Team Leaders worldwide — across industries, cultures, and levels of experience.

1. Operations Management for Team Leaders

What this course is about:
Helping Team Leaders understand the operational dynamics of a healthy Contact Center — and how day-to-day actions influence Customers, Employees, and performance outcomes.

Three highlights:

Making Sense of the Metrics — not just what they are, but how they interrelate and what they mean — especially for Frontline folks.
Understanding Service Level and Response Time — and the practical levers that influence them.
Bringing Real-Time Operations to Life — from readerboards to occupancy to the Power of One.

This course gives Team Leaders a structured, practical way to make better operational decisions — and to explain those decisions to their teams with confidence.

2. Quality Management & Coaching for Team Leaders

What this course is about:
Helping Team Leaders define, measure, and coach for Service Quality — not just score interactions.

Three highlights:

Sharing a Service Delivery Vision — so everyone knows what great service looks and feels like.
Using Forms and Standards Effectively — as tools for guidance, clarity, and development.
Mastering Coaching for Quality — focusing on fairness, calibration, and conversations that build trust.

This course is especially valuable for Team Leaders who want to strengthen Frontline performance in a way that’s consistent, human, and aligned.

3. Leadership & People Management for Team Leaders

What this course is about:
Giving Team Leaders the foundational leadership and people skills needed to bring out the best in their people — and manage performance in a supportive, structured way.

Three highlights:

Understanding the Full Scope of the Team Leader Job Role — and where to invest time for real impact.
Activating Employee Engagement — using practical frameworks grounded in real-life Contact Center work.
Having Better Conversations — praise, improvement, coaching, reviews, and the rhythm of daily leadership — we cover the conversations that matter.

Participants leave with a clear idea of where to spend their time, how to have better conversations, and how their behaviour creates culture on the floor.

4. Customer Experience Management for Team Leaders

What this course is about:
Helping Team Leaders understand CX at a practical level — and translate organizational CX strategy into meaningful frontline behavior.

Three highlights:

Bringing CX Architecture to Life — lifecycles, journeys, expectations, Jobs To Be Done, and touchpoints.
Understanding CX metrics and Voice of the Customer — and how these insights inform daily leadership.
Becoming a CX Translator — connecting strategy, frontline behavior, and Customer outcomes.

Team Leaders learn what they can influence, what they must reinforce, and how their daily decisions shape the experience Customers remember. This is CX made accessible and practical — not theoretical.

Why this Series Matters

Organizations expect a lot from their Team Leaders:

Strong operations know-how
Excellent coaching practice
Leadership presence
Ability to influence CX
Superb emotional intelligence

Which means that we need to give Team Leaders a structured way and a safe space to build those capabilities.

The refreshed Team Leader Series provides the solution.

Each course offers a mix of frameworks, real-world examples, guided reflection, and practice — all presented with the warmth, humour, and insight people expect from OmniTouch programs.

If you’d like to upskill your Team Leaders in a standalone course or across the entire Series, we’d be delighted to help.

OmniTouch Training

This article is part of our Essential Guide to OmniTouch Training Programs — a collection of resources explaining our training curriculum across Contact Center Management, Frontline Service, and Customer Experience.

It is designed to give a high-level view of what we cover in our Team Leader Series training.

To view information about other training options, just visit the relevant link below: