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What does a Call Center Team Leader do?

Learn all about Call Center Team Leader duties, skills and much more. Get expert advice on how to become a Call Center Team Leader.

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Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 4 min read

A Call Center Team Leader is responsible for leading a team of customer service representatives who handle customer inquiries and complaints. The Team Leader ensures that the team meets performance goals and provides feedback and coaching to team members. In addition, the Team Leader may resolve escalated customer issues and participate in training new team members.

Call Center Team Leader job duties include:

  • Hiring, training, and supervising call center staff
  • Planning and managing the daily operations of the call center
  • Monitoring call center metrics (e.g. call volume, abandonment rates, average handle time) and identifying areas of improvement
  • Evaluating staff performance and providing feedback and coaching
  • Handling customer complaints and escalations
  • Developing reporting procedures and conducting regular performance reviews
  • Identifying trends in customer calls and suggesting process improvements
  • Working with other departments to resolve customer issues
  • Implementing new call center technologies and processes
  • Creating a positive work environment for call center staff

Call Center Team Leader Job Requirements

A Call Center Team Leader is responsible for managing a team of customer service representatives who handle customer inquiries and complaints. The Call Center Team Leader must have excellent communication and interpersonal skills, as well as experience in customer service or a call center environment. A bachelor's degree is preferred, but not required.

Call Center Team Leader Skills

  • Patience
  • Empathy
  • Communication
  • Organization
  • Leadership
  • Flexibility
  • Decision making
  • Problem solving
  • Multi-tasking
  • Stress management
  • Training
  • Coaching

Related: Top Call Center Team Leader Skills: Definition and Examples

How to become a Call Center Team Leader

A Call Center Team Leader is responsible for the daily operations of a call center. They ensure that calls are answered in a timely manner and that customers are satisfied with the service they receive. They also train and supervise call center agents.

If you are interested in becoming a Call Center Team Leader, there are a few things you need to do. First, you need to have experience working in a call center. This will give you an understanding of the daily operations and the challenges that come with the job. You also need to be able to lead and motivate a team of agents. Strong communication and people skills are essential for this role.

Once you have the necessary experience and skills, you can apply for a position as a Call Center Team Leader. Many companies prefer to promote from within, so if you have been with a company for awhile and have shown yourself to be an asset, you may have an advantage.

If you are hired as a Call Center Team Leader, your first order of business will be to assess the needs of your team. You will develop schedules and procedures to ensure that calls are handled efficiently and customers are satisfied. You will also provide training and support to your agents so that they can perform their jobs to the best of their abilities. In addition, you will be responsible for monitoring agent performance and providing feedback.

The most important thing for a Call Center Team Leader is to maintain high standards of customer service. By providing excellent service, you will keep customers happy and build loyalty for your company.

Related: Call Center Team Leader Resume Example

Related: Call Center Team Leader Interview Questions (With Example Answers)