Call Center Team Leader Duties and Responsibilities
Call center team leaders are lower-level managers who aim to get the best performance possible from those under their charge. They typically report to a customer service director or contact center manager. To maximize productivity and quality customer care, call center team leaders perform a range of primary duties. Among the most common are:
Handling Daily Operations
Call center team leaders are hands-on leaders. They make sure correct procedures are followed and routinely give directions to their staff on what to do and how to improve. When an employee needs help dealing with customer concerns, call center team leaders may step in, offer advice, or authorize a special adjustment. Scheduling workers to ensure adequate coverage is also one of their duties.
Responding to customer concerns can be challenging or monotonous at times. Call center team leaders encourage their charges to take their positions seriously and work hard to build a loyal customer base. They set goals for them to achieve as a way to spur performance and to measure effectiveness.
Hiring and Training Staff
With a firm grasp of what their company wants from its customer service team, call center team leaders may be responsible for recruiting, interviewing, and hiring candidates. They then get these new team members up to speed on duties and expectations.
Call center team leaders monitor how both their group and its individual employees are performing. They think of ways to increase productivity and customer satisfaction. Their observations may be documented in written reports submitted to higher management.
Good leaders know that those “in the trenches” often have interesting ideas and perspectives. Call center team leaders ask their staff for input on how to increase productivity and better serve clients.