Call Centre or Contact Centre Team Leaders

What the job involves

• Answers incoming calls, emails and messages to assist customers with their specific inquiries
• Identifies requirements and records information into computer systems
• Coaches staff and assists call centre operators to resolve problems and customer inquiries
• Develops rosters and manages staff numbers to meet work flows
• Listens to calls conducted by call centre operators and provides performance feedback
• Monitors and times calls
• Creates further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer
• Updates databases to reflect changes to the status of customers and prospective customers
• Arranges the dispatch of goods, information kits and brochures to customers and interested parties
• Undertakes clerical duties including faxing and filling out paperwork, as well as liaising with other departments associated with completing the customer contact
• Issues invoices and receives electronic payments for goods and services provided

Key values of workers in Call Centre or Contact Centre Team Leaders

• Relationships

  Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.

• Working Conditions

  Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.

• Support

  Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.

• Achievement

  Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.

• Recognition

  Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.

Top skills required for workers in Call Centre or Contact Centre Team Leaders

• Speaking

  Talking to others to convey information effectively.

• Service Orientation

  Actively looking for ways to help people.

• Critical Thinking

  Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

• Monitoring

  Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

• Social Perceptiveness

  Being aware of others' reactions and understanding why they react as they do.