Customer service team leaders play important roles in all businesses. Most team leaders have extensive experience working as team members. Customer service team leaders solve problems, coordinate logistics and promote open communication with clients. As a team leader, you must inspire team collaboration and be prepared to coach employees about how to handle difficult situations calmly. You must lead by setting good examples and demonstrating that you are a reliable, responsible person.
- Skill level:
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Observe current customer service team leaders, especially if you already work for the company and seek a promotion. Current leaders have completed specialised training and understand the company's preferred team dynamics.
Practice answering interview questions, such as how you will motivate or help your team stay focused. You might respond by describing possible team incentives, such as a raffle for paid time off or free gift cards for team members who surpass their goals.
Review your resume carefully so that you can identify instances in which you displayed leadership skills. For example, if you worked as a team leader for another company, describe a few complex situations and how you resolved related problems.
Assess your existing commitments. As a team leader, you occasionally might have to arrive early to work or stay late. Interviewers sometimes ask about availability to determine whether you will arrive late or leave early.
Prepare for at least one hypothetical scenario. You likely must play the role of a customer service team leader to either help a team member or respond to a complaining customer.
Tips and warnings
- Arrive at the scheduled time---or up to 15 minutes early---for your interview.
- Many interviews last an hour or longer and involve multiple company representatives. For instance, three to five supervisors or managers might interview you at the same time.
- Research the company extensively so that you can ask thoughtful questions. If the company website identifies major clients, ask whether there are separate teams that work with specific client calls.
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