Call Center Team Leader

Controller Job Description

A call center team leader is responsible for overseeing the performance of a team of call or contact center operators. They provide leadership, coaching and support to their team, and develop plans to achieve the call or contact center targets. They may be responsible for managing rosters, training staff, allocating duties, and handling problems or queries that require a higher level of authority. They will also review employee performance, and report progress to the call or contact center manager.
Call Centre Team Leaders have the enviable task of trying to improve the performance of each individual employee to help meet the organization’s goals and complete a range of administration and management task.
Call Center Team Leaders recruit, train and motivate Call Center Representatives. They are also responsible for task assignment, performance evaluation, quality assurance and equipment maintenance. The most successful resume samples highlight leadership, excellent interpersonal and communication abilities, and problem-solving skills.

Roles and Responsibilities:
• Be in charge of running and managing the call center daily
• Set targets for all other call center agents to meet up with
• Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to
• Understand all organization’s products, services, procedures, and guidelines and communicate same to all team members
• Prepare forecasts and budgets for the call center
• Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
• Facilitate and organize training session for all agents and participate in recruitment of new call center agents
• Recommend and purchase gadgets to enhance job performance at the call center
• Conduct regular review of all call center agent’s performance and organize training sessions for under performers
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center
• Keep up with trends and happenings in the industry and ensuring adherence to industry standards
• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times
• Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.

Typical duties of a Controller

Essential skills:
• Team management experience
• Coaching and communication skills
• Minimum of 2 years’ experience within a contact center environment as a Team Manager
• Experience within customer services
• Excellent leadership and communication skills
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual
• Creative thinking
Qualifications: at least a high school diploma and specific training if not a college degree.