CX Leadership & Coaching — JD Customer Experience

Managing a team is easy. Leading one that performs consistently is a skill.

Most supervisors were promoted because they were good agents. Nobody taught them how to coach, how to hold a team accountable, or how to build a culture that doesn't fall apart under pressure. This course does.

CX Leadership & Coaching is a 15-module self-paced course built by JD Customer Experience — designed specifically for call centre supervisors, team leads, and senior agents moving into people management roles. Every framework is field-tested in live CX operations.

What You'll Learn:

✅ Module 1 — The Mindset Shift: From Agent to Leader

✅ Module 2 — Understanding Your Team's Performance Drivers

✅ Module 3 — Coaching Conversations That Actually Change Behaviour

✅ Module 4 — Delivering Feedback Without Destroying Morale

✅ Module 5 — Running Effective Team Briefings & 1-on-1s

✅ Module 6 — Setting KPIs and Holding People to Them

✅ Module 7 — Hiring, Onboarding & Setting New Agents Up to Succeed

✅ Module 8 — Running Daily Huddles & Shift Handovers That Stick

✅ Module 9 — Workforce Management: Scheduling, Adherence & Capacity

✅ Module 10 — Leading Through Change: Restructures, Policies & Uncertainty

✅ Module 11 — Managing Up: Reporting to Senior Leadership Effectively

✅ Module 12 — Building a QA Programme Your Team Respects

✅ Module 13 — Handling Difficult Conversations: Misconduct, Underperformance & Conflict

✅ Module 14 — Customer Journey Thinking for Team Leaders

✅ Module 15 — Developing Your Leadership Identity & Long-Term Vision

How it works:

• Purchase on Selar — receive your personal access link by email within minutes
• Work through each module at your own pace
• Complete the 5-question quiz at the end of each module (pass mark: 4/5)
• Unlock your signed JD CX Certificate of Completion when all 15 modules are done — verifiable at jdcxperience.org/verify
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Who is this for? Call centre supervisors, team leads, senior agents on a leadership track, operations managers, and anyone responsible for the daily performance of a CX team.

Price: GHS 750 — One-time payment. Lifetime access. No renewals, no subscriptions.