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Emerging Leaders Certificate Program

The Emerging Leaders Certificate Program is a comprehensive training initiative designed specifically to assist leaders at every stage of their career in navigating the complexities and rapid transformations that characterize the modern Call Centre environment. In an industry where change is the only constant, this program equips participants with the essential tools and knowledge necessary for effective leadership.


Through a carefully structured curriculum, the program focuses on key competencies that are vital for success in the fast-paced realm of customer service and call management. One of the core areas of development is coaching, where participants learn innovative techniques to mentor and guide their teams. This aspect not only enhances the individual capabilities of team members but also fosters a culture of continuous improvement and accountability within the organization.


Effective communication is another critical component of the program. Leaders are taught how to convey their messages clearly and persuasively, ensuring that their teams are aligned with organizational goals and objectives. This includes mastering both verbal and non-verbal communication skills, as well as understanding the nuances of active listening, which is crucial for building trust and rapport in a diverse workplace.


Furthermore, the program emphasizes the importance of personal effectiveness, guiding leaders to develop self-awareness and emotional intelligence. By understanding their own strengths and weaknesses, participants can better manage their reactions and interactions with others, leading to more productive work relationships and a more harmonious work environment.


Curriculum -


Call Centre Basics

Call Centre Leadership

Customer Relationship Management


Each course consists of 36 learning hours. Courses will be provided in several learning formats – face to face, webinar and pre-recorded videos. Certificates of completion are provided with the successful completion of each course as well as a graduating certificate if all courses are successfully completed (total of 72 learning hours).


The flexibility of this certificate program makes it ideal for aspiring, new and developing leaders. Students are encouraged to build their own certificates by selecting courses that not only meet the requirements of the program, but at the same time meet their own career needs.


The Emerging Leaders Certificate Program is not merely an educational course; it is a transformative experience that empowers leaders to thrive amidst the challenges of the contemporary Call Centre landscape. By focusing on coaching, communication, personal effectiveness, and professional skills, this program prepares participants to become influential leaders who can inspire their teams and drive organizational success.


Course will run August 4 to 22, 2025.


Fee schedule:


$2500 - members

$4000 - future members


To register for this program contact events@mcca.mb.ca.



 
 
 

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Phone: 204-290-2800

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Sector Council Program funding provided by:

The Government of Canada                 The Manitoba Government

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