Top Menu

I would like to know in your view is a team leader position replaceable in a call centre? If restructuring were to take place what would you recommend this position to concentrate on? What do you consider to be the key responsilities of a Call centre team leader? What other tasks and responsibilities can a call centre team leader take on that would add value to the business? Specifically target the answers to a mobile service provider call centre.

I would like to know in your view is a team leader position replaceable in a call centre? If restructuring were to take place what would you recommend this position to concentrate on? What do you consider to be the key responsilities of a Call centre team leader? What other tasks and responsibilities can a call centre team leader take on that would add value to the business? Specifically target the answers to a mobile service provider call centre.

1/15/2007

  Printer Friendly Format    

Question
I would like to know in your view is a team leader position replaceable in a call centre? If restructuring were to take place what would you recommend this position to concentrate on? What do you consider to be the key responsilities of a Call centre team leader? What other tasks and responsibilities can a call centre team leader take on that would add value to the business? Specifically target the answers to a mobile service provider call centre.

Answer

The team leader role is very important, as this person must perform many functions. Whether you call the position “team leader” or something else, there must be someone assigned to address the responsibilities that are generally handled by a team leader.

Regardless of industry or vertical, the team leader plays a high impact role in the contact center. He/she serves as second-in-command in a contact center team, providing back-up to the supervisor. Team Leads function at the most senior agent level, but also assist lower-level agents on a daily basis with escalated calls, serving as subject matter experts, answering questions, coordinating team activities, and providing informal coaching to the team. Often, team leaders function as a buffer between agents and supervisors, providing guidance or direction on how to handle a request, the best way to proceed with an issue, or simply as a vehicle for an agent to “vent.” As a role model, the team leader must demonstrate excellent work habits, good judgment, thorough knowledge of products, procedures and processes, and possess excellent interpersonal skills for handling both internal and external customers. This position is often used as a training ground for future supervisors/managers.

Additional functions that team leaders can assume include serving as subject matter experts for new initiatives, conducting up-training classes, assisting with quality monitoring, assuming a temporary supervisory role to replace a supervisor on extended leave, serving as a liaison with an interfacing department, or handling special contact center projects.

,