CALL CENTER TEAM LEADER JOB DESCRIPTION

A team lead is the floor's single point of accountability. In a call center, that means owning the gap between what service level agreements promise and what agents actually deliver on any given shift. The Call Center Team Leader holds agent performance metrics, escalation routing, and schedule adherence simultaneously, across a team that may run 24 hours a day. Getting all three right keeps contractual KPIs intact and customer attrition low.

As the Call Center Team Leader, you own daily agent performance across inbound and outbound contact queues, translating KPI targets set by operations management into coached behaviors at the individual level. You work within the contact center reporting to an Operations Manager or Call Center Supervisor, directly overseeing a team of representatives whose schedule adherence, quality scores, and first-contact resolution rates reflect your leadership.

Career Impact: Consistent delivery against SLA targets and quality monitoring scores builds a measurable supervisory record that is directly transferable to Call Center Manager and Workforce Management roles.

Business Impact: When agent performance gaps go unaddressed, contractual KPIs break and client accounts are at risk — the Call Center Team Leader is the daily mechanism that prevents that outcome.

Growth Opportunity: Owning corrective action processes, performance improvement plans, and training delivery gives you the full people-management toolkit that senior operations roles require.

• Monitor agent performance daily against defined KPIs including call volume targets, quality scores, and schedule adherence.
• Coach direct reports through regular feedback sessions to correct performance gaps and reinforce compliant call-handling procedures.
• Resolve escalated customer contacts that agents cannot close, applying current escalation matrix protocols to route unresolved cases.
• Conduct monthly and annual performance evaluations, documenting findings and implementing corrective action plans up to and including termination.
• Schedule and organize team coverage to meet service level agreements across peak and off-peak inbound call volumes.
• Lead team meetings to communicate operational updates, policy changes, and open discussion of floor-level issues.
• Audit call recordings and interaction documentation to validate CRM entry accuracy and adherence to quality standards.
• Coordinate with cross-functional departments to resolve complex customer issues and report systemic floor problems to operations leadership.

• High school diploma or GED required, bachelor's degree in any field preferred, or equivalent work experience.
• 2 or more years of contact center experience, with at least 1 year in a supervisory or team lead capacity.
• Demonstrated ability to coach and develop front-line agents toward measurable performance improvements.
• Strong knowledge of contact center KPI frameworks including first-contact resolution, average handle time, and schedule adherence.
• Proficiency in Microsoft Office applications, with strong skills in Excel for reporting and data tracking.
• Excellent written and verbal communication skills, with ability to deliver clear feedback under operational pressure.
• Proven ability to manage scheduling, workload distribution, and attendance monitoring across a shift-based team.

• Experience administering formal performance improvement plans and progressive disciplinary processes within a regulated employment environment.
• Familiarity with workforce management concepts including inbound volume forecasting and headcount planning for multi-shift operations.
• Prior exposure to vendor invoice coordination or internal accounting compliance within a contact center setting.
• Multilingual proficiency in a second language relevant to the customer base served.

• First-contact resolution rate, measuring the share of contacts agents close without transfer or callback.
• Average handle time per agent, tracking efficiency across inbound telephone and digital queues.
• Schedule adherence percentage, reflecting how reliably agents and the team leader cover assigned shifts.
• Monthly quality monitoring score, measuring script compliance, documentation accuracy, and escalation routing correctness.
• Agent performance improvement rate, tracking the share of coached agents who meet targets within the agreed review period.
• Typical tools: CRM platforms (commonly Salesforce or similar); workforce and reporting tools (commonly Excel or equivalent).

• Base Salary Range: $48,000 to $62,000 per year depending on location and experience.
• Bonus: Performance-based incentive of 5 to 10 percent of base salary tied to team KPI outcomes.
• Equity: Not typically offered at this level.
• Health Benefits: Medical, dental, and vision coverage standard; employer contribution varies.
• PTO: 10 to 15 days annually plus standard paid holidays.
• Common Perks: Paid training, shift flexibility options, and employee assistance programs.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Candidates must be authorized to work in the United States. Employment in this role is contingent on successful completion of a background check, which may include criminal history and employment verification. Reasonable accommodations are provided to qualified individuals with disabilities throughout the application process and in the performance of job duties. All applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law.

The Call Center Team Leader owns support centre performance across scheduling, cost control, and escalation management to reduce customer dissatisfaction at IKEA. Working within the customer support centre and collaborating with store teams and the support centre manager, the Call Center Team Leader delivers the country business plan by developing co-workers and maintaining service levels through KPI benchmarking and transport system monitoring.

Key Responsibilities

• Monitor and evaluate overall support centre performance and provide action plans and performance targets.
• Resolve customer issues that cannot be solved by agents and ensure the escalation matrix is followed and updated.
• Compile KPIs and discuss benchmarks with store teams to ensure dissatisfaction is reduced.
• Monitor the transport management system and contact customers when delays are expected or when callbacks are requested.
• Arrange schedules and workloads to ensure correct coverage at all times.
• Plan for future inbound call volumes and co-worker requirements to ensure service levels are met.
• Coach and empower co-workers through knowledge, confidence, trust, and motivation to support customers effectively.
• Manage and control all costs related to the customer support centre.
• Contribute to the creation of the country business plan and be accountable for the Customer Support Centre action plan.

Required Qualifications

• High School or Bachelor's Degree.
• 5-6 years of experience working in a call centre with Genesys and CRM systems.
• Retail background preferred.
• Good working knowledge of Excel and key Microsoft applications.
• Knowledge of SAP is an additional advantage.
• Analytical and thinking skills with attention to detail.
• Native Arabic speaker with strong communication and relationship skills.

Embedded within call center operations, the Call Center Team Leader monitors team member performance using key metrics including phone time, assignments worked, records completed, and work quality while maintaining adequate production levels. Working closely with operations managers and direct reports, the Call Center Team Leader builds a high-performing team culture through regular evaluations, coaching, and talent development that meets client expectations and financial outcomes.

Core Functions

• Supervise day-to-day team performance and work assignments, including planning, directing, supervising, and evaluating workflow.
• Coach and provide feedback to team members on proper procedures to ensure courteous and professional customer service.
• Maintain thorough working knowledge of clientele and respective projects to provide appropriate leadership.
• Recommend operational improvements and apply policies and procedures on a day-to-day basis.
• Hire, develop, coach, lead, and retain top-tier talent with a focus on building a high-performing team culture.
• Conduct monthly and annual performance evaluations with each team member.
• Coordinate provider vendor invoice functions following corporate guidelines and ensure compliance with internal accounting controls.

Qualifications and Experience

• Bachelor's degree preferred or 1-3 years of prior relevant experience.
• Prior supervisory experience in outbound customer contact, service, sales, or collections environment.
• Experience with SQL queries and PeopleSoft for staff timecard management preferred.
• Mastery of workflow and proprietary systems within 6 months of hire.
• Strong proficiency in Microsoft Office including Word, Excel, and Outlook.
• Strong organizational skills with high attention to detail.
• Excellent written and verbal communication skills.
• Demonstrated ability to coach and mentor team members.

Reporting to the Call Center Supervisor, the Call Center Team Leader coordinates unit call center operations by monitoring staff performance through QC evaluations and managing inbound and outbound calls to meet service level standards. Partnering with the supervisor to schedule personnel and enforce corporate policies, the Call Center Team Leader enables consistent quality and production outcomes across diverse customer populations.

Primary Duties

• Coordinate unit call center operations and activities with the Call Center Supervisor.
• Monitor performance and provide feedback and coaching to staff through QC evaluations.
• Manage inbound and outbound calls, answer inquiries, and provide relevant information.
• Follow procedures and scripts using fundamental knowledge to navigate information systems and CRM systems.
• Assist team members in maintaining and collecting sensitive case documents to ensure service level standards are met.
• Work with the Call Center Supervisor to schedule and organize personnel to meet quality standards and production targets.
• Track and escalate case issues as needed and support enforcement of call center expectations and corporate policies.

Skills and Qualifications

• At least 3 years of relevant experience required.
• Proficiency in Microsoft Office, including Word and Excel.
• Ability to navigate and efficiently use CRM systems.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Experience working with culturally and linguistically diverse populations courteously and effectively.
• Ability to perform comfortably in a fast-paced environment and execute multiple complex tasks simultaneously.
• Ability to work both collectively and independently.

Sitting at the intersection of patient care and call center operations, the Call Center Team Leader serves as a direct liaison between the company, Call Center Representatives, and current and potential patients to ensure prompt, quality service. Operating across inbound and outbound call management, morning huddles, and scheduling transactions, the Call Center Team Leader shapes patient satisfaction outcomes by training representatives and driving appointment completion.

Duties

• Collaborate with the office manager to ensure all patients receive prompt and quality customer service.
• Conduct morning huddles and routine team meetings with call center representatives.
• Monitor call center representative activity in queue and attendance.
• Manage large amounts of inbound and outbound calls to fill office patient schedules.
• Train team members and ensure effective customer service telephone skills are utilized.
• Contact patients and motivate them to schedule and complete treatment planning.
• Fulfill requests by clarifying desired information, completing scheduling transactions, and forwarding requests as appropriate.

Requirements

• High school degree or equivalent, dental front office experience preferred.
• Strong proficiency with CRM software and strong typing skills.
• Knowledge of Eaglesoft and Coast's scheduling format is a plus.
• Proficiency with Polycom phones and 8x8 telephone software is a plus.
• Proficiency in Microsoft Office including Outlook, Word, and Excel.
• Strong phone and verbal communication skills with active listening skills.
• Ability to multi-task, set priorities, manage time effectively, and adapt to different personality types.

A key member of the sales and customer service team, the Call Center Team Leader owns conversion targets set by the CEC lead and delivers bookings and services aligned to business goals across domestic and international BPO environments. Collaborating with vertical supervisors and team members, the Call Center Team Leader drives career progression and service quality through performance management, escalation resolution, and strict adherence to company SOPs.

Functions

• Own conversion targets as shared by the CEC lead and deliver bookings and services aligned to business targets.
• Communicate with teams on all important and urgent updates.
• Identify and assess team performance requirements quickly and accurately and solve issues systematically using sound business judgment.
• Resolve escalated member calls through complete coordination with respective vertical supervisors.
• Correct member information and customer responses in the database including addresses and contact details.
• Manage performance of each team member for career progression through coaching, counselling, and guidance.
• Ensure quality customer service for internal and external customers and maintain compliance with company policies and SOPs.

Experience and Qualifications

• Graduate, Post Graduate, or Diploma holder.
• 5-10 years of experience in sales or call center, domestic or international BPO.
• Minimum 3 years of experience as a Team Leader.
• Basic knowledge of Microsoft Office is an added advantage.
• Fluency in English, Hindi, Tamil, Telugu, and Marathi is an added advantage.
• Good verbal and written communication skills with a polite and positive attitude.

Consistent consumer service quality depends on the Call Center Team Leader, who maintains up-to-date knowledge of all Contact Center programs and systems while providing real-time quality monitoring and training to Consumer Services Specialists. Based within the contact center and serving as the escalation point between specialists and the Call Center Supervisor, the Call Center Team Leader enables improved performance, policy compliance, and resolution of complex consumer interactions.

Accountabilities

• Act as a subject matter expert and maintain up-to-date knowledge of all Contact Center programs and systems.
• Provide ongoing training, support, and real-time quality monitoring of Consumer Services Specialists to improve performance.
• Handle escalated calls including complaints and escalate to the Call Center Supervisor for resolution as needed.
• Respond to all inquiries consistent with confidentiality and privacy policies and refer callers to alternate sources when appropriate.
• Answer inbound calls during times of high call volume or upon management request.
• Anticipate issues proactively and escalate to management as appropriate.
• Review and provide feedback on Contact Center documentation and processes.

Position Requirements

• High School diploma or Associate degree with 1.5-4 years of experience.
• Ability to draft or modify training materials and procedural documentation accurately.
• Skilled in handling challenging communications with external contacts for escalated matters.
• Strong judgment and initiative with ability to work independently and determine methods on new assignments.
• Ability to perform quality assurance on the work of others in the team.

As the Call Center Team Leader, this role oversees the customer service team to ensure all KPIs are met, SLA terms are upheld, and agents adhere to call centre guidelines through continuous monitoring and hourly reporting. The customer service team relies on this work to maintain consistent performance standards, receive regular feedback, and benefit from proactive improvement plans submitted to management.

Activities

• Oversee the customer service team to ensure all KPIs are met and the team adheres to SOPs.
• Monitor the Service Level Agreement as agreed by the client and report any issues that arise on the floor effectively.
• Continuously monitor agent performance and provide consistent and regular feedback.
• Generate hourly reports and take appropriate action to maintain SLA.
• Monitor agent attendance and ensure the team strictly adheres to call centre guidelines.
• Proactively suggest improvement plans to management.

Background and Experience

• Diploma, Advanced Diploma, Bachelor's Degree, or Post Graduate Diploma in any field.
• At least 2 years of working experience in a call centre or BPO environment.
• Candidates with supervisory skills or team leader experience are encouraged to apply.
• Proficiency in Microsoft products especially Excel and PowerPoint.
• Strong leadership, time management, and reporting skills with basic technical, software, and hardware background.
• Excellent communication in English, Bahasa Malaysia, and Mandarin - written and verbal.

Call Center Team Leader delivers day-to-day oversight of inbound and outbound call flow, lead qualification, and agent performance accountability across all markets at Window Nation. The work directly supports revenue generation by ensuring data accuracy, implementing best team practices, and developing agents through bi-weekly training sessions to meet established call center goals.

Role Responsibilities

• Manage the flow of all inbound and outbound calls and schedule appointment availability across all markets.
• Create awareness and accountability of all Call Center Agent performance.
• Make executive decisions on lead eligibility by qualifying lead requirements.
• Ensure accuracy of data entered into the system and oversee escalated calls as needed.
• Assist with the implementation of new plans, objectives, and motivational tools.
• Develop and implement best team practices and host bi-weekly training sessions to support staff development.

Knowledge Skills and Abilities

• High School Diploma, GED, or equivalent.
• 1-3 years of supervisory or Team Lead experience.
• Experience with Salesforce is a plus.
• Expert proficiency in Microsoft Office.
• Self-motivated, analytical, and data-driven with ability to multitask in a fast-paced environment.
• Excellent written and verbal communication skills with strong ability to perform under pressure.

The Call Center Team Leader owns day-to-day supervision of call center associates, including attendance monitoring, performance coaching, and corrective action up to termination, to ensure contractual KPIs and financial expectations are met. Reporting within operations and conducting regular team meetings, the Call Center Team Leader enables expedient communication and consistent service delivery across the associate group.

Leadership Responsibilities

• Supervise a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
• Coach direct reports on their performance regularly to ensure performance metrics are achieved at minimum weekly.
• Identify performance-related issues and develop action plans for improvement, implementing corrective action up to and including termination of employment.
• Ensure service delivered to customers meets contractual KPIs and financial expectations.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Conduct team meetings to ensure expedient communication of relevant information and as an open forum for input.

Education and Experience

• Bachelor's degree in any major.
• 2-3 years of experience in a Customer Service or Operations role in a fast-paced environment.
• Experience with team management of up to 7 team members.
• Experience in e-commerce or ride-hailing service is highly preferred.
• Intermediate computer skills with familiarity with Excel required.
• English working proficiency in all 4 skills especially writing and speaking.
• Able to work independently, prioritize tasks.