Call center team leader establishes all operational functions. The core duties of team leader actively maintains  operational policies, goals, as well as procedures as it implement the maintaining standard from training and development, support, escalations, monitors the cue, as well as working in coordination with the administration.

The Team Leader is the heart and soul of the call center as he stands as the head among agents, the supervisor’s understudy and supports the business operations as its administrative liaison.

Commonly known as the TLs, they possess thorough knowledge on agent functions. Other supportive responsibilities for the call center‘s team leader consist of monitoring, coaching, and various forms of practical administration.  A team leader presides over agents, calls in queue, transactions, escalations, and quality of operation.

With the trend in both business process outsourcing (BPO) and knowledge process outsourcing (KPO), the contact center team leader establishes all operational functions. The core duties of team leader actively maintains  operational policies, goals, as well as procedures as it implement the maintaining standard from training and development, support, escalations, monitors the cue, as well as working in coordination with the administration.

Read related article: Outsourcing Risks and How to Avoid Such

Tasks

Ensuring there’s a smooth flow of calls taken is the ultimate priority for a call center team leader. Queues of calls that are received retained as well as the number of calls awaiting for an answer from a live agent. Average speed of answer, and talk time, produce calls. As call queue rises, the TL encourages reps to be available for incoming calls. If instances wherein the whole team is already on calls, the leader shall then act as an agent.

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Control

Quality control for the call center is the responsibilities that a team leader and the establishment share. Maintaining the company’s standards of service through efficiency and excellence in all call transactions be it remote monitoring or side-by-side. Be it on a rotational basis, a team leader regularly conduct formats to monitor agent performance. These groundwork for monitoring establishes the areas of opportunity for agent development.

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Insight

The experienced contact center TL establishes constant education and training to its agents. It is among these responsibilities that enhances the overall performance of a call center, agents receive one-on-one coaching and constant updates from the team leader.

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