Supervisors and team leaders are in charge of the team's performance. Team leaders in a call centre are tasked in making sure the team achieves its monthly quota and other team goals. Their job is managerial and administrative by nature. The team to which a supervisor/team leader is assigned is his subordinates by rank, and subject to the team leader's regulations.
A supervisor or team leader's job includes holding regular meetings with his team, monitoring a team member's progress, implementing measures for improvements, and counseling. To be able to perform these tasks efficiently, a team leader must be adept with the following skills:
- Leadership Skills- team leaders should be leaders by example. Their job involves monitoring a team member's progress regarding customer relationship, and planning and suggesting strategies that will further benefit the company or call centre to which he is employed.
- Analytical Skills- part of the team leader's task is to develop special programs for team members on customer care and handling. Another task is addressing customer complaints that are beyond a team member's ability to handle and carrying out necessary measures in resolving them.
- Communication Skills- the basic nature of a team leader's work is to teach the team members how to properly handle the communications with their customers. His advice will not be credible if he himself does not treat his subordinates well. He must be always accommodating and welcome to criticism, while always ready with a good observation and opinion.
- Mentoring Skills- to be effective as a team leader, you have to impart your knowledge in a manner that the employees will easily absorb. Training people in the area of customer care requires well-developed skills in teaching and mentoring. It is also the responsibility of the team leader to inform managers of unruly team members.
