Call Centre Team Leader Job Description Template
As a Call Centre Team Leader, you will manage a team of call centre agents, ensuring they deliver excellent customer service. You will be responsible for performance management, coaching, and ensuring the team meets its targets. Additionally, you will address escalated issues and streamline processes for efficiency.
Responsibilities
- Oversee the day-to-day operations of the call centre team.
- Monitor and manage team performance against service level agreements and key performance indicators.
- Provide coaching, training, and development for team members.
- Handle escalated customer issues with diplomacy and professionalism.
- Conduct regular performance reviews and feedback sessions.
- Implement and improve call centre processes and workflows.
- Prepare reports on team performance and customer service metrics.
- Collaborate with other departments to ensure cohesive customer service strategies.
Qualifications
- High school diploma or equivalent; further education or certifications in customer service management is a plus.
- Proven experience in a supervisory role within a call centre environment.
- Strong leadership and team management abilities.
- Excellent communication and interpersonal skills.
- Ability to handle stressful situations and multiple tasks concurrently.
- Proficiency in call centre software and tools.
- Strong problem-solving skills and attention to detail.
Skills
- Team management
- Customer service
- Conflict resolution
- Performance monitoring
- Coaching
- CRM software
- Data analysis
Frequently Asked Questions
A Call Centre Team Leader oversees daily operations within a call centre, ensuring that customer service representatives meet performance targets. They are responsible for coaching teams, monitoring calls for quality assurance, and implementing strategies to improve customer satisfaction. Their role is crucial in maintaining smooth workflow and exceeding client expectations.
To become a Call Centre Team Leader, one typically needs a combination of experience and education. Often, candidates start as customer service representatives and progress through proven performance. A relevant diploma or degree in business or a related field can be beneficial. Developing leadership, communication, and problem-solving skills is also essential for advancement.
The average salary for a Call Centre Team Leader varies based on location, company size, and industry. Generally, they earn a moderate income with potential bonuses based on performance metrics. Salaries can be competitive and often include benefits such as health insurance and opportunities for career advancement within the company.
Qualifications for a Call Centre Team Leader typically include a high school diploma or equivalent, though a degree in business or a related field is advantageous. Experience in a customer service role is essential, along with strong leadership abilities. Competence in CRM software and excellent communication skills are often required.
A successful Call Centre Team Leader must possess leadership, communication, and organizational skills. They should be adept in conflict resolution and decision-making. Key responsibilities include managing team performance, setting goals, analyzing performance metrics, and fostering a positive work environment to enhance productivity and customer satisfaction.