RECRUITMENT GUIDE
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:
UNDERSTAND THE ROLE
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.
Build The Ideal Candidate Profile
Skill Assessment
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Question 1
Calm Under PressureQuestion 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 2
Customer ServiceQuestion Type: Text
Describe a time where you have successfully developed a positive relationship with a customer over the phone. How did you do this?
Question 3
Call Centre Team LeaderQuestion Type: Video
What do you enjoy the most about leading a team in a call centre?
INTERVIEW
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
