Wellbeing & Resilience Leadership
3-day programme for contact centre leaders responsible for team wellbeing and resilience: diagnose wellbeing across five dimensions, intervene early and build a strategy that lasts.
From wellness police to architect
WRL is a three-day specialist practitioner programme for contact centre leaders responsible for the wellbeing of their teams and themselves. The programme moves leaders from wellness police to wellbeing architect, diagnosing wellbeing across five dimensions, recognising warning signs early, and building resilience at individual, team and organisational level. Every framework is anchored in an activity, from a Cost of Poor Wellbeing calculation and a Wellbeing Dimensions Audit to a Personal Resilience Toolkit, a Team Resilience Action Plan and a draft Wellbeing Charter. Delegates leave with a 90-day implementation plan that turns the programme into action in their own contact centre.
3 days
09:00 to 16:30 daily, twelve sessions
In-person or virtual
Or hybrid, typically 8 to 18 delegates
No exam
Participation, daily reflections and a 90-day plan
Practitioner award
ICXI Academy certificate for successful delegates
The three-day agenda
Day 1 diagnoses wellbeing and reframes the leader’s role, Day 2 builds resilience at individual, team and organisational level, and Day 3 turns the tools into a measured, sustainable wellbeing strategy.
Day 1 · Understanding Wellbeing
- D1The Wellbeing Landscape
Reviews the crisis data, emotional labour as the hidden cost and the business case, including a Cost of Poor Wellbeing calculation.
- D1ICXI Wellbeing Dimensions Framework
Introduces five dimensions, Emotional, Physical, Social, Cognitive and Purpose, and applies them through a Wellbeing Dimensions Audit.
- D1Recognising Warning Signs
Covers individual, team and organisational indicators of declining wellbeing and introduces the early-intervention protocol.
- D1The Leader’s Role
Contrasts the wellbeing architect with the wellbeing police and works through seven leadership behaviours and a self-assessment.
Day 2 · Building Resilience
- D2Science of Resilience
Introduces the ICXI resilience model, PsyCap HERO, recovery science and neuroplasticity, showing that resilience is learnable.
- D2Individual Resilience
Builds emotional regulation, cognitive reframing and recovery rituals into a Personal Resilience Toolkit for each delegate.
- D2Team Resilience
Covers psychological safety, peer support and debriefing protocols, and produces a Team Resilience Action Plan.
- D2Organisational Resilience
Treats shift design, staffing buffers and cross-training as resilience controls, and produces a draft Wellbeing Charter.
Day 3 · Sustaining Wellbeing
- D3Wellbeing Strategy
Uses the nine-element ICXI Wellbeing Strategy Canvas, from purpose and diagnosis through to sustainment, to plan the strategy.
- D3Measuring Wellbeing
Distinguishes leading from lagging KPIs and builds the ICXI wellbeing scorecard and dashboards for the contact centre.
- D3Building Wellbeing Culture
Explores five cultural shifts, the leadership behaviours that support them and the daily practices that embed wellbeing.
- D3Future-Proofing Wellbeing
Prepares the strategy for remote and hybrid working, AI-augmented operations, a Gen Z workforce and long-term sustainability.
- D3Closing & Celebrations
Delegates reflect on the three days, commit to their next steps and close the programme together as a cohort.
Who it is for, and what you gain
Who should attend
- Contact centre managers, team leaders, operations managers and heads of customer service
- Resource planners, real-time analysts and shift designers whose decisions shape agent wellbeing
- Quality, training and people-development leaders supporting frontline teams
- HR business partners working with contact centre leadership
- Senior leaders sponsoring wellbeing strategy and ESG or wellbeing reporting commitments
What you will leave with
- A diagnosis of wellbeing gaps in your contact centre using the ICXI Wellbeing Dimensions Framework
- Confidence recognising early warning signs at every level, and a tested early-intervention protocol
- A Personal Resilience Toolkit and the science behind it: PsyCap HERO, neuroplasticity and recovery science
- A Team Resilience Action Plan covering psychological safety, peer support and debriefing protocols
- A draft Wellbeing Charter for your contact centre, ready to refine with your senior team
- A Wellbeing Strategy Canvas and KPI scorecard with leading and lagging indicators
- A 90-day implementation plan that converts the programme into action
- The Wellbeing & Resilience Leadership Practitioner certificate from ICXI Academy
How it fits the Academy pathway
WRL is for people with line management responsibility in a contact centre, customer service or BPO environment. It is one of ICXI’s 3-day contact centre programmes, alongside AI-Ready Contact Centre Leadership and Omnichannel Customer Journey Specialist. Related courses on the employee side include Employee Experience for CX Leaders, The Happiness Advantage and IEHWS2023:01 Assessor Training, the assessor course for ICXI’s employee happiness and wellbeing standard. Delegates new to customer experience can start with the CX Foundation Course.
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Book a place on Wellbeing & Resilience Leadership
Join a public cohort or arrange an in-house cohort for your contact centre leadership team. The ICXI team will come back to you with dates and details.
Frequently asked questions
Who is Wellbeing & Resilience Leadership for?
It is for contact centre managers, team leaders, operations managers and heads of customer service, plus resource planners, real-time analysts and shift designers whose decisions shape agent wellbeing. Quality, training and people-development leaders, HR business partners and senior sponsors of wellbeing strategy also attend. You need line management responsibility in a contact centre, customer service or BPO environment.
How long is the course and how is it delivered?
WRL runs for three days, 09:00 to 16:30 daily, across twelve sessions. It can be delivered in person, virtually or in a hybrid format, with small cohorts of typically 8 to 18 delegates. You can join a public cohort or arrange an in-house programme for your contact centre leadership team.
How is the course assessed?
There is no exam. WRL is mastery-based, with a composite assessment: participation counts for 40%, daily reflections for 20% and your 90-day implementation plan for 40%. Plans are judged on how well they integrate the frameworks, how realistic they are, and on milestones and accountability. Successful delegates earn the Practitioner certificate from ICXI Academy.
Is this a course about personal wellness activities?
No. The programme’s position is that you cannot meditate away bad shift design or yoga away bullying. Personal resilience is covered, but the focus is the leader’s job of building the system: work that is meaningful, manageable and supported, with schedule design and rotation of difficult work treated as organisational resilience controls, not perks.
What is the ICXI Wellbeing Dimensions Framework?
It is the framework delegates use to diagnose wellbeing gaps on Day 1. It covers five dimensions: Emotional (regulating emotions, feeling valued, managing stress), Physical (sleep, nutrition, movement, ergonomics), Social (belonging, peer support, inclusion), Cognitive (learning, autonomy, meaning) and Purpose (connection to customer impact, career progression and values alignment).
How does it fit ICXI's other courses?
WRL is a specialist practitioner programme for contact centre leaders. It sits alongside ICXI’s other 3-day contact centre programmes, AICCL on AI-ready leadership and OCJS on omnichannel customer journeys. It also relates to ICXI’s employee experience work, including Employee Experience for CX Leaders and IEHWS2023:01, the employee happiness and wellbeing standard.