Call Centre Team Leader Supervisor Job Description

Do you need to hire an expert Team Leader in Sydney, Melbourne, or Brisbane? Or are you a Team Leader looking for your next job opportunity?

WOW Recruitment is a leading expert in Sales, Marketing and Business Services recruitment, so contact us today for a hiring consultation or to learn more about the roles we have available. Our insights can help you to determine what you need and our WOWzers are here to answer all your questions.

Call Centre Team Leaders work on managing a team of call centre superheroes to success. They will facilitate the delivery of excellent customer service and ensure that individuals on the team work together toward a common goal.

Team leaders will also maintain KPIs and company targets, motivate and coach their team and develop the team toward a better outcome.

• Developing a team of highly professional and motivated Consultants
• By personal example lead the adoption of the company vision and values
• Effectively lead and manage people, processes and technology to facilitate the delivery of excellence in service, operational and productivity efficiencies, people performance and achievement of financial budgets, while ensuring the contact centre is a place where people want to work
• Monitor and increase NPS scores within the direct team through utilisation and coaching
• Proactively manage change and coach the team through a change management process
• Foster effective relationships with other business units to ensure the success of business initiatives
• Work closely with the team, motivating and coaching them
• Hosting 1-2-1’s and team meetings
• Keeping up to date with business development and new product lines
• Ensure training and development plans are maintained for all team members
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Work with the management team to identify and deliver positive change and business efficiencies

• 2-5 years’ experience as a call centre team leader (depending on industry and team size)