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.
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.