Operations Team Leader

Call center team leaders oversee workers who respond to customer inquiries. They work at facilities that receive incoming phone calls and/or electronic messages from people who have concerns about a company’s goods or services. Call center team leaders make sure employees know how to respond to what is being asked and do so in a manner that puts the company in a good light.

Call center team leaders usually work regular, full-time hours. If their employer offers evening or weekend customer service, they may be called upon to handle those shifts. Extended hours also are common during the holiday season or other busy periods. Call center team leaders may spend a good deal of time on their feet as they move around to assist and monitor staff members.

Working to build knowledgeable, efficient teams requires outstanding leadership. Call center team leaders must be excellent communicators who can clearly direct others while maintaining their morale. As they work to assemble teams capable of building solid relationships with those who buy or use their company’s products and services. Call center team leaders duties:

• Bringing out the best in others to achieve maximum performance
• Following through on inquiries and projects to ensure completion
• Managing the performance of others seriously but tactfully
• Exhibiting patience in order to appease the most difficult clients
• Committing to exceptional customer service