Call Center Team Leader

The job of a Call Center Team Leader is a highly-focused position to ensure a service-oriented and professional working environment by assisting with supervising the performance of team members. Team Leaders are knowledgeable of the industry and organizational procedures

Job Description:

• Handling Escalations
• First point of contact when answering questions from team members
• Reports to the Call Center Manager
• Assist with incoming calls when needed
• Coaching and mentoring of team members and their development
• Performing other tasks assigned by the Call Center Manager

Requirements:

• Must have experience managing a team in a call center environment
• Must be able to pass Level 1&2 background checks, and drug screening
• Must be 21 years or older
• Must have 2 years’ experience in a leadership role, particularly in a call center environment

Leadership: call center team leaders oversee other agents. Therefore, they must have excellent leadership skills and abilities

Coaching and Mentoring: call center team leaders are also expected to be great tutors and excellent mentors to their team members. Must be able to provide positive and constructive feedback

Hardworking: to be able to encourage their team members to work harder, they must work hard themselves

Multitasking: must be able to handle multiple tasks at the same time with a limited amount of errors and mistakes

Dependability and flexibility with schedule: Must be dependable and flexible with schedule