What Is a Team Leader (TL)? Related Articles 9 Important Team Leader KPIs Train Team Leaders Well Team Leadership: What Makes a Great Leader? How to Prepare Agents for Team Leader Roles © Vlad Chorniy - Adobe Stock - 176286777 7,131 Filed under - Definitions In a contact centre the term TL refers to team leader. A team leader is another word for team manager or supervisor. A team leader will typically look after between 6 and 20 agents (or advisors) The role is quite varied and will tend to include: Day-to-day team management Coaching of the team Acting as a front-line point of help for difficult customer queries Leading daily briefing sessions (often referred to as huddles) Author: Robyn Coppell Published On: 6th May 2022 - Last modified: 10th May 2022 Read more about - Definitions Recommended Articles 9 Important Team Leader KPIs Train Team Leaders Well Team Leadership: What Makes a Great Leader? How to Prepare Agents for Team Leader Roles Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter