Becoming a Team Leader at a Call Center

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With the growing demand of the global market, it has become necessary for a number of people to conduct business over the telephone worldwide. Administration of incoming product support by the call center team leader and information inquiries from consumers make sure that the parameters are met. The position of a team leader at a call center is one that requires a high amount of motivation that takes into account the following qualities such as:

  • Team commitment
  • Motivation
  • Satisfaction
  • Productivity
It is a profile that requires commitment to staff development as well as a desire to accomplish goals in a demanding ambience and hence a candidate aspiring for the same post must be goal oriented and must have the ability to handle pressure in an effective manner.

The responsibilities as well as duties of the call center team leader are multifarious and involve a number of key features such as the following:


  • Management, motivation and coaching of staff in terms of telephone skills as well as product knowledge
  • Providing advice and feedback and monitoring telephone calls
  • Investigation and settlement of complaints from the customers
  • Generation of leads and achievement of organizational targets
  • Providing management related information on the departmental statistics
The task of the call center TL includes automated distribution of calls as well as IVR which stands for interactive voice response. IVR is a computer technology that allows the computer to detect the voice and keypad inputs.

The academic qualifications of a call services team leader do not entail higher levels of research or study. A high school diploma or at the most a bachelor's degree in any field is a requisite that is stipulated by a lot of companies. Good knowledge of the cultures and life styles of people from different backgrounds is essential for handling calls from different states.

The skills of the jobs call center also incorporate the following among others:
  • Automated distribution of calls
  • IVR
  • Routing systems that are based on skills and are always in operation
  • Answering customers awaiting resolution
Indeed, with such a diversity of skills, the job of the call center TL can get very hectic and pressurizing at times. Some of the common issues related with a call center are shift timings as well as catering service round the clock.

With the right kind of training, the call center team leader can sharpen their skills as well as draw upon the educational requirements. Since this is a job that requires strong experience in a position with a call center environment, it is necessary that you function in an environment that has similar conditions. You must also hone your leadership as well as coaching skills by going for an instruction session from a nearby center in the neighborhood.

Prior experience in telemarketing is something that helps you in gaining exposure to the needs and requirements of the job with the focus being on call services and how to effectively deal with clients and customers. Service in the telemarketing sector will not just give you good contacts and recommendations, it will also help you with the ability to manage, motivate, and counsel the staff.

The employment outlook of the call center TL careers is good, and according to the United States Bureau of labor Statistics, the prospects are likely to improve and be better than the average in the period until the year 2014.

The average annual salaries of the call center team leader are from $31,000 to $50,000. This is likely to increase with the amount of experience that you gather and it also comes with additional benefits and advantages such as paid holidays, vacations, life insurance, and health or medical insurance.

The responsibility and work pressure in the call services may be a little high, but once you are into the task of being a call center team leader, you will enjoy the thrill and challenge that this dynamic job has to offer. Other than being patient and understanding, the call center TL must be proactive and an inspirational thinker. With a friendly style, the person or candidate must be meticulous with an eye for detail and must be keen to work in the interest of both the customer and the company. Thus, they will be successful in establishing a long term relationship with the customer.
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