Team Leader Job Description

This is only a sample.

We are seeking an experienced Call Center Team Leader to lead day-to-day operations of a team of customer service representatives (CSR’s) by monitoring, developing and coaching them to ensure consistent, quality customer service.


  • Provide leadership and assistance to customer service representatives in resolving daily tactical customer issues
  • Conduct CSR applicant interviews and recommend desirable candidates
  • Conduct CSR performance evaluations
  • Provide coaching and training to CSRs
  • Manage CSR’s schedule adherence
  • Inform customer service manager of problems as necessary
  • Developing action plans for projects, special initiatives, etc.
  • Develop and maintain working relationships with individuals and groups to ensure the success of daily business activities
  • Ability to work a flexible schedule, including evenings and weekends, if necessary
  • Consistently convey a positive attitude to teammates and callers/customers
  • Recognize that all customer and company information is confidential and proprietary and is provided to you for the exclusive purpose of servicing customer requests; any other use of this information is prohibited.  Confidential and proprietary information may not be copied, reproduced, or disseminated in any way.


  • High school diploma
  • Bachelor’s Degree preferred
  • Call center experience preferred
  • Customer service background preferred
  • Call center supervisory experience OR equivalent education and related business experience
  • Sales experience preferred
  • Multi-line telephone and PC experience
  • Experience conducting business by phone and/or email
Knowledge, Skills, Proficiencies
  • Outstanding phone etiquette
  • Excellent communication and listening skills
  • Team player with excellent interpersonal skills
  • Ability to perform multiple tasks in a fast-paced environment
  • Detail oriented
  • Ability to positively influence callers/customers
  • Effective problem solving skills
  • Effective planning, organizing and execution skills
  • PC proficiency in Word, Excel, Outlook (email), Internet Explorer, etc.
  • Mastery of spoken and written English is required as well as at least one additional languages
  • Time management skills
  • Reasonable flexibility in working schedule to accommodate department needs
  • Availability to attend training and management meetings as scheduled


  • According to the contract between the Company and the Employee