A call center team lead assists a company with the day-to-day operations of their call center in a supervisory capacity. In general, this role requires a person to have advanced knowledge of a company's products and/or services, knowledge of the company's designated call center workflow. advanced customer service skills, advanced problem solving skills, and the ability to effectively communicate with customers, managers and team members.
Often, a team lead supervises two or more customer service representatives (CSRs) on a designated team, providing them with direction and additional support to meet company goals in areas such as daily call volume and sales. They also provide customer-service support for issues requiring a manager, and they often have the authority to grant or deny customer requests that general team members do not.
In many medium or large call centers, there may be multiple team leads that report to one supervisor or department manager. Each of these individuals are often required to track daily information for their team and are required to use a variety of company-provided resources to report on a daily, weekly, and monthly basis to their superiors.
Team leads are also expected to be the person who funnels information to and from their team and other managers and departments. They may be required to hold daily or weekly team meetings to communicate directives from higher management, provide feedback on past weekly or monthly statistics, and serve as motivational coach for their team. In addition, they may be asked to assist with employee reviews, attendance records, and training of other CSRs.
Call Center Team Lead Tasks
Monitor call center staff and volume and content of calls to identify problems.
Motivate and manage call center staff.
Respond to escalated calls and resolve problems.
Train call center staff in overall policies as well as escalation protocols.