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.
One of the team leaders' main task is help associates with customer service queries. Team leaders also handle escalated queries or calls, those which agents generally can't handle on their own or in which a supervisor is requested by a customer. To handle escalated calls, a team leader should be empathetic and patient. Team leaders also hold team meetings, so the ability to speak in front of a group is also needed. Depending on the company, team leaders are sometimes required to grade calls, in which they listen to associates' phone calls and grade them on elements such as handle time, scripting, and sales. They also supervise team members' performance and discipline team members as necessary.
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.