Job description of a call center team leader

Written by gary willhite
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  • Introduction

    Job description of a call center team leader

    The job description of a call centre team leader touches upon all operational functions. While a call centre provides a particular service for its callers from an array of possible options, the core duties of team leaders remain quite similar. A call centre team leader actively enforces the operation's goals, policies and procedures, implements standards in the company's training and development, supports agents, handles escalations, monitors the cue, and works in conjunction with administration.

    To lead a team of agents by an organisation's example makes for success in any call centre (communication look image by Julia Britvich from

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    A call centre team leader acts as the chief agent, supervisory assistant, and administrative liaison. Team leaders for call centres possess expertise of all agent-related duties. As a resource for company knowledge and operating procedures of such a call centre, a team leader presides over agents, calls in queue, transactions, escalations, and quality of operation. Other supportive responsibilities for the call center's team leader consist of monitoring, coaching, and various forms of practical administration.

    Supporting call centre operations is the team leader (private practice image by Andrey Kiselev from

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    Operational guidance is the significant purpose of a call centre team leader. As an agent experiences a problematic call, the accessible and attentive team leader is capable to provide support or offer advice upon any given situation. As an extension of a company's call centre administration, the team leader can participate as an agent during peak periods of incoming call volume. Escalation calls are at a center's team leader's responsibility to assume and resolve.

    Experience makes it possible for a team leader to function in any area of the call centre (business call image by sumos from

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    Call queues receive, retain, and indicate the number of calls that await an answer from live agents. Average speed of answer, and talk time, produce calls. Awareness of both queue and call production prioritise the functions for a call center's team leader. As a queue level rises, the team leader encourages all agents to be available for incoming calls. Once an entire team is at service to calls, the leader will act as an agent.

    Ensuring that calls are taken in an expedient manner is the ultimate priority for a call centre team leader (traditional telephones image by Yali Shi from

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    Expert Insight

    Albeit the assurance of optimal active call centre operations, a team leader is also responsible for areas that support functionality. While company representatives of departmental training and development establish protocol and standard operating procedure, it is among those responsibilities of the call center's team leader to enforce such details. In order to enhance overall performance of a call centre, agents receive one-on-one coaching and pertinent updates from the team leader.

    An experienced call centre team leader provides training updates to agents (b call image by Andrey Kiselev from

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    Quality control for a call centre is among the company's responsibilities that its team leaders share. In order to maintain a company's standards in service is the implementation of monitoring. Two formats for monitoring aid to maintain efficiency and excellence in call transactions--remote and side-by-side. On a rotational basis, the call center's team leader will regularly conduct both formats to monitor agent performance. The team leader's monitoring provides areas of opportunity for agent development.

    Periodic monitoring by the team leader prevents inferior transactions and resolves inconsistencies (leicht genervt? image by Patrizier-Design from

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    As the Que and agent-related responsibilities are in manageable order, a call centre team leader considers special projects. Such projects that can be within the boundaries of a call centre include acknowledgement to mail--electronic or postal, response to voice messages, memo dispatches, data entry and processing, assignment delegation, contributing to agent reviews, and conferencing with managerial or supervisory staff. The ability to multitask is an essential attribute for a call centre team leader.

    Administrative duties that directly support a call center's operation are among the team leader's numerous duties (Group of business people working together in the office. image by Andrey Kiselev from

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