Call Centre team leaders are responsible for the day-to-day running of the business. They must ensure the highest level of quality customer care. They are hands-on people who push to get the best out of people. They inspire and motivate.
What does a Call Centre team leader do?
As a mid-level manager, you report to a customer service director or centre manager. Your daily responsibilities are to maximise productivity while keeping your team motivated and customer-focused. You will also:
- Make sure that regulations and procedures governing the business are being followed.
- Guide your team in dealing with customer queries and when needed, step in or offer advice to a new team member.
- Be responsible for setting work schedules for your team.
- Set goals to motivate better performance and measure effectiveness.
- Be a listener. You must “be there” for your team members. You won’t make it as a leader if you’re lacking in empathy.
Depending on your employee needs, you could be tasked with recruiting and interviewing candidates.
What skills you’ll need
Basically, you need A-grade people management skills. And a thorough knowledge of the industry you’re operating in. You must be an excellent communicator. It will be your responsibility to:
- Encourage those around you to perform to their optimum capabilities
- Ensure all contact inquiries are processed and completed to the customers’ satisfaction
- Be tough, be disciplined, be considerate and tactful
- Be able to handle the most difficult customers with patience and knowledge
- Multitask, multitask, multitask
How do I become a Call Centre Team Leader?
Most employers require a Matric or Matric Equivalent, but experience of 2-4 years as a team leader seems to be the benchmark. There are specialist colleges like Ucademy who provide skills training across the BPO sector covering all job descriptions.