Call Center Team Lead Salary
A Call Center Team Lead earns an average wage of $16.01 per hour. Most people move on to other jobs if they have more than 20 years' experience in this career. A skill in Microsoft Excel is associated with high pay for this job.
|Salary||$29,659 - $54,637|
|Bonus||$491.59 - $6,174|
|Total Pay (|
XTotal Pay combines base annual salary or hourly wage, bonuses, profit sharing, tips, commissions, overtime pay and other forms of cash earnings, as applicable for this job. It does not include equity (stock) compensation, cash value of retirement benefits, or the value of other non-cash benefits (e.g. healthcare).)
|$26,323 - $50,752|
|Hourly Rate||$11.94 - $21.47|
|Overtime||$18.02 - $31.51|
|Bonus||$491.59 - $6,174|
|Total Pay (||$26,323 - $50,752|
Job Description for Call Center Team Lead
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.Read More...
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
- Respond to escalated calls and resolve problems.
- Train call center staff in overall policies as well as escalation protocols.
- Monitor call center staff and volume and content of calls to identify problems.
- Motivate and manage call center staff.
Popular Skills for Call Center Team Lead
Pay by Experience Level for Call Center Team Lead
Pay by Experience for a Call Center Team Lead has a positive trend. An entry-level Call Center Team Lead with less than 5 years of experience can expect to earn an average total compensation of $35,000 based on 324 salaries provided by anonymous users. Average total compensation includes tips, bonus, and overtime pay. A Call Center Team Lead with mid-career experience which includes employees with 5 to 10 years of experience can expect to earn an average total compensation of $40,000 based on 148 salaries. An experienced Call Center Team Lead which includes employees with 10 to 20 years of experience can expect to earn an average total compensation of $42,000 based on 81 salaries. A Call Center Team Lead with late-career experience which includes employees with greater than 20 years of experience can expect to earn an average total compensation of $44,000 based on 26 salaries.
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