Contact Centre Team Leader

Certificate IV in Customer Engagement

Develop skills and knowledge to handle a range of customer requirements and support your team to deliver exceptional customer experiences.

Description of Role

Contact Centre Team Leaders lead a team of call centre operators which they are tasked to manage, direct and supervise to ensure that they meet targets and perform their duties according to laid down instructions and guidelines.

As team leaders, they train their team members and review their performance regularly. They also resolve issues elevated by the staff or liaise with other departments to resolve issues appropriately. It is part of their job to assist in the testing and interview process during staff recruitment.

Good Contact Centre Team Leaders possess leadership and multi-tasking skills. They should also be hardworking, as this trait inspires team members to work as hard.  Contact Centre Team Leaders should likewise have coaching and mentoring skills, and the ability to motivate people.

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