Call Center Team Leader Responsibilities

April 03, 2024 in

Working in a call center is a rewarding job. But after some time, you might consider applying for a promotion and becoming a team leader. Before making such a step and applying, you should be aware of the call center team leader responsibilities and ensure you can handle such a management role.

So, what does a call center team leader do? Let’s find out and see what it takes to become one.

Call Center Team Leader Responsibilities

A call center team leader is a person who supervises a team of customer service representatives. Their role is vital, as they are responsible for the team's dynamics and performance.

The call center team leader's responsibilities are broad and include management, quality assurance, performance evaluation, and training, among other things. To land one of the contact center lead job, you should ensure you have the skills, patience, and experience to do your job responsibly.

Call Center Team Leader Responsibilities
Source: / Photo Contributor: - Yuri A

Leadership and management responsibilities

Call center team leaders have a variety of leadership and management responsibilities. If you become one, you will be wearing multiple hats.

For one, you will be responsible for directly supervising a team of customer service representatives. All of your actions should be to motivate and inspire team members to achieve their goals.

Being able to foster a positive and supportive work environment is highly valuable as a call center team leader. A good leader is not only a role model but can also build strong relationships with the call center employees that will be built on trust, respect, and open communication.

Besides motivating, you will have to manage the day-to-day activities of your employees. Furthermore, you will be the initiator and facilitator of team meetings. At the same time, you will have to report to your manager and communicate all the messages the upper management has with your team.

Problem-solving and decision-making

One of the crucial call center team leader skills is problem-solving. During their day-to-day operations, the members of their teams might face different problems. Their nature can be diverse, and conflicts might occur with frustrated clients and colleagues.

A team leader should be prepared for any situation. Also, they should be constantly available when a team member requires assistance in solving a problem.

Another crucial skill is the ability to make informed decisions under any circumstances. As a team leader, there will be times when you must make a decision under pressure or decide something quickly. That’s why it is important to have experience, proper training, and education to work as a team leader.

All decisions must be carefully thought out, and you should ensure they will improve your team's efficiency and increase customer satisfaction. In the decision-making process, you should consider the input of your team members, supervisors, and the upper call center management.

Training and development

Call center team leader roles and responsibilities also include coaching the new team members and doing activities to develop the skills of the current call center agents. You have to figure out the best methods to prepare the employees on your team to do their jobs efficiently and independently.

Generally, it will be your job as a team leader to ensure all of your team leaders have all the skills and knowledge required to do their job. From technical skills, all team members should know how to navigate the customer relationship management software, interactive voice response system, and other technologies.

Besides the technical skills, it’s important to develop the soft skills of each employee. In call centers, soft skills are essential for providing top-notch customer service, and they include effective communication, active listening, problem-solving, empathy, etc.

Quality assurance and performance management

The call center team leader's duties and responsibilities also include quality assurance and performance management. As a team leader, you must ensure all team members adhere to the working protocols.

Typically, that can be done with call monitoring and addressing performance issues, if there are any. You might also be asked to establish a penalty and reward system to motivate your team members to do their jobs according to the company regulations.

You will also track your team's performance and create reports. Sometimes, you will have to present those reports to your managers.

Quality Assurance and Performance Management
Source: / Photo Contributor: BearFotos

Performance evaluation and recognition

The roles and responsibilities of a call center team leader include performance evaluation and recognition. Regular performance reviews and evaluations are highly important to determine the strengths and weaknesses of each employee and your team. If you want your team to move forward, honest feedback is necessary.

You should also be able to recognize potential. If you determine that someone can handle more responsibilities, you should be able to provide the employee with opportunities for career growth and advancement.

Work With the Best at Afni

Afni is the best place to find your future work if you are looking for a career in a call center. You have the chance to become part of an amazing and supportive team. At Afni, you have the opportunity to learn and start tackling the call center team leader responsibilities when you are ready. The perks of working at Afni are endless, from competitive pay and bonuses to tuition reimbursement and excellent referral bonuses. Don’t miss out on the chance to be a team leader of dedicated and diverse call center agents and check out the current open positions at Afni.

About the Author

is the Recruitment Marketing Manager for Afni and brings a wealth of knowledge and tips for job seekers. She holds a bachelor's degree in public relations and marketing from Mount Saint Vincent University as well as a masters degree in digital marketing and advertising from Liberty University.