Customer service team leaders complete a variety of tasks, usually under the supervision of a team supervisor. They are typically former customer service representatives who have shown that they have excellent customer service skills and above-average knowledge of their companies. However, some companies hire team leaders directly from outside when the applicants show that they have ample experience. In general, team leaders must have a high school diploma and customer service experience, although a bachelor's degree may be preferred. Shifts for team leaders vary, with some services available 24 hours a day and requiring team leaders for overnight and weekend shifts.
Customer Service Team Leader Tasks
Train existing and new employees in topics such as safety, standards, and team language.
Research and follow up on account or service problems to identify and solve root causes.
Lead a team of customer service representatives, define standards, and determine goals or objectives.
Handle customer inquiries.