Call Centre Team Leader
A call centre team leader is responsible for managing and overseeing the team of call centre agents who attend to customer questions and queries. They ensure that the team that they manage all have extensive knowledge about the business and the products/services sold, and are able to answer any customer question that they may receive.
They are responsible for training new staff, as well as conducting performance reviews and giving feedback to the team in order for improvements to be made. Their aim is to ensure all employees are providing the best customer service and are being as helpful as possible to customers who call in, to ensure ongoing customer satisfaction and retention.
Day-to-day tasks of this role:
- Train new employees.
- Assist employees in answering customer queries.
- Review employee performance and provide feedback.
- Update current strategies and procedures.
- Seek feedback from their team about the common customer concerns and questions.
UNDERSTAND THE ROLE
Skills profile for a Call Centre Team Leader
There are no formal qualifications required for this position, however a high school certificate, and on-the-job experience in a call centre and managing a team is favourable. There are also some common skills required for this position.
It is important that a call centre team leader has excellent customer service skills. They must display these skills in every interaction with every customer, and always build rapport with all customers. They must also maintain the customers point of view when managing tough cases, and lead other team members to do the same.
It is vital that anyone in this role is a strong team leader. They must train staff in such a way that improves their skills and increases their engagement, as well as provide extensive training and onboarding for new staff. They must manage conflicts and disputes between staff members with fairness, and ensure employee satisfaction is a high priority.
A call centre team leader must also always be able to stay calm when under pressure. They must maintain a calm demeanour when managing escalations, and regulate their emotions when dealing with emotional customers and staff. A call centre team leader must also remain composed when dealing with a high workload consisting of hiring, team management, rostering employees and managing customers.
Once you’ve determined the skills required for the role, you can write the job description to advertise for your position.
Call Centre Team Leader Job Description
- Why is this role being filled?
- How does this role fit into the organization and the team?
- What makes your company unique?
- What would it be like to work for you?
- What technical skills are needed for this role?
- Which soft skills are applicable?
- What are the nice-to-have experiences of your ideal candidate?
- Include availability preferences in this section
- What are the key deliverables for this role?
- What does the day-to-day of this role look like?
- Compensation & bonuses
- Employee benefits & perks
- Ongoing training benefits
PRO TIP #1
As the call centre team leader will be the first person an employee will go to to ask for assistance and help, it is important that they have extensive knowledge about the platforms and programs that the employees will have to use. By listing the operating systems, network configurations or software that the call centre team leader will need to be able to use in the application, this will help attract candidates who are comfortable using this technology.
PRO TIP #2
Ensure that the entire recruitment process from job description to assessment to interview reiterates your company vision and values. This will help you identify the right people for the role, and applicants will know whether your company is the right fit for them.
Sample skills assessment
Calm Under Pressure
Question Type: Doc
This role will be high pressure at times with things pulling you in every direction. How do you maintain composure throughout the day to ensure you can handle all challenges that are thrown at you. Please outline this in the document below.
Question Type: Text
Describe a time where you have successfully developed a positive relationship with a customer over the phone. How did you do this?
Call Centre Team Leader
Question Type: Video
What do you enjoy the most about leading a team in a call centre?
Interview guide for a Call Centre Team Leader
Once your Vervoe skills assessment has surfaced the most qualified people for your open role, you can focus on interviewing these candidates. The PDF interview guide contains structured questions against each of the competencies for this role.
This interview guide is intended to be used in conjunction with the Vervoe skills assessment. Where a candidate has scored Low – Medium on a skill, focus on asking more questions from that skill to gain deeper insight into their level of competency.
PDF INTERVIEW GUIDE
Get your copy of the interview guide to complete the hiring process. Includes questions against each of the skill competencies for the role.