Speaking another language and being a good negotiator may also be helpful, depending on the nature of the organisation.Typically, a Team Leader will look after a team of eight to twelve Advisors.
Within a call centre there are common roles: a Centre Manager, Team Leaders and Advisors.
There is much more to the position than just that, though, as multi-tasking is very much central to the role.
For example, Team Leaders are also expected to meet on a regular basis with their Manager, both to provide feedback and to receive instructions or actions.
In addition to this, the Call Centre Manager is usually the person who liaises with other departments such as HR, IT, and, especially if it is a sales centre, Sales and Marketing. Additional Information From the duties listed above, it is clear that the role has a strong “hands-on” element to it.
Other duties include being responsible for recruitment, development and coaching. In fact, depending on the size of the centre, the Call Centre Manager will also have a number of Team Leaders (or Assistant Managers for larger centres) reporting to them.