Job Description

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Customer Service and Call Center > Team Lead

Salary National Average

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55130.0000 68570.0000 82820.0000

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Short Description:

Manage the day-to-day planning, operation, and problem-solving so the team meets its required level of service or production. Monitor schedule adherence, assign and direct work, and appraise and motivate performance. Effectively communicate corporate and business expectations to all team members.

Duties / Responsibilities:

  • Resolve customer complaints or answer customers' questions regarding policies and procedures.
  • Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  • Provide employees guidance in handling difficult or complex problems or resolving escalated complaints or disputes.
  • Implement corporate or departmental policies, procedures, and service standards with management.
  • Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
  • Train or instruct employees in job duties or company policies or arrange for training to be provided.
  • Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
  • Review records or reports about production, payroll, or shipping to verify details, monitor work activities or evaluate performance.
  • Recruit, interview, and select employees.
  • Interpret and communicate work procedures and company policies to staff.

Skills / Requirements / Qualifications

  • Active Listening: Giving full attention to what other people are saying, taking time to understand the points made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Speaking: Talking to others to convey information effectively.
  • Coordination: Adjusting actions concerning others' actions.
  • Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
  • Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
  • Management of Personnel Resources: Motivating, developing, and directing people as they work, identifying the best people for the job.
  • Judgment and Decision Making: Considering the costs and benefits of potential actions to choose the most appropriate one.
  • Monitoring: Monitoring/assessing the performance of yourself, other individuals, or organizations to make improvements or take corrective action.
  • Negotiation: Bringing others together and trying to reconcile differences.
  • Reading Comprehension: Understanding written sentences and paragraphs in work-related documents.

Job Zones

  • Education: Most occupations in this zone require training in vocational schools, related on-the-job experience, or an associate's degree.
  • Related Experience: Previous work-related skill, knowledge, or experience is required for these occupations. 
  • Job Training: Employees in these occupations usually need one or two years of on-the-job experience and informal training with experienced workers. A recognized apprenticeship program may be associated with these occupations.
  • Job Zone Examples: These occupations usually involve communication and organizational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include food service managers, electricians, agricultural technicians, legal secretaries, interviewers, and insurance sales agents.
  • Specific Vocational Preparation in years: 1-2 years of preparation (6.0 to < 7.0)

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