Call Centre Team Leader Example Job Description

A Team Leader, who is often known as a supervisor or a team manager, is responsible for managing a team of Advisors.

This team would typically consist of 8-12 Advisors, helping them to meet targets while reviewing performance and coaching them also.

A full list of duties, including ensuring that Advisors adhere to company polices like attendance, is listed below.

Responsibilities:

• Work closely with the team, motivating and coaching them
• Hosting 1-2-1’s and team meetings
• Keeping up to date with business development and new product lines
• Reporting to the Customer Service Manager
• Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Ensure training and development plans are maintained for all team members
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
• Manage the fair and consistent application of performance management and disciplinary measures as necessary
• Support the Operations Manager to highlight operational risks and areas for improvement
• Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
• Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Work with the management team to identify and deliver positive change and business efficiencies
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets
• Escalate any appropriate problems to senior management
• Support the Senior Manager to highlight operational risks and areas for improvement

Required Skills and Experience:

• Team management experience
• Coaching and communication skills
• Minimum of 2 years’ experience within a contact centre environment as a Team Manager
• Experience within customer services
• Excellent leadership and communication skills
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual
• Creative thinking

To find out more on call centre job descriptions, read these articles next:

• Typical Roles in a Call Centre – With Job Descriptions
• Resource Planning Manager: Example Job Description
• Senior Operations Manager: Example Job Description
• Customer Services Director: Example Job Description

Author: Rachael Trickey
Reviewed by: Jonty Pearce