How To Become A Call Center Team Leader: What It Is and Career Path

What is a call center team leader and how to become one

Updated January 8, 2025

4 min read

Call center team leaders, otherwise known as call center team supervisors, oversee workers who respond to customer's inquiries and complaints. They work at facilities where phone calls and electronic messages are received from people who have concerns about goods or services. These supervisors train employees in their team to ensure they know how to properly respond to questions being asked. They monitor the performance of their group and individual members. Additionally, they ensure correct procedures are followed and routinely direct their staff accordingly.

Primarily, call center team leaders are required to have a high school diploma. However, some possess a college degree in business, management, or communications. To work as a call center team leader, you will need excellent communication skills, leadership abilities, patience, multitasking abilities, and extensive computer knowledge. Their annual salary varies from $36,000 to $66,000, with an average annual salary of $48,355.

ScoreCall Center Team LeaderUS Average

Salary

3.0

Avg. Salary $38,965

Avg. Salary $59,228

Stability level

8.0

Growth rate 8%

Growth rate 0.3%

Diversity

4.3

Race

American Indian and Alaska Native 0.63%

Asian 5.19%

Black or African American 10.66%

Hispanic or Latino 18.39%

Unknown 4.72%

White 60.41%

Gender

female 61.63%

male 38.37%

Age - 48

Race

American Indian and Alaska Native 3.00%

Asian 7.00%

Black or African American 14.00%

Hispanic or Latino 19.00%

White 57.00%

Gender

female 47.00%

male 53.00%

Age - 48

Stress level

8.0

Stress level is high

7.1 - high

Complexity level

8.7

Complexity level is advanced

7 - challenging

Work life balance

6.2

Work life balance is fair

6.4 - fair

Key steps to become a call center team leader

Explore call center team leader education requirements

Most common call center team leader degrees

Bachelor's

44.6 %

Associate

24.8 %

High School Diploma

17.1 %

Start to develop specific call center team leader skills

Skills	Percentages
Inbound Calls	7.28%
Outbound Calls	6.45%
Customer Satisfaction	5.78%
Process Improvement	5.64%
Quality Standards	4.92%

Complete relevant call center team leader training and internships

Accountants spend an average of 6-12 months on post-employment, on-the-job training. New call center team leaders learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as a call center team leader based on U.S. Bureau of Labor Statistics data and data from real call center team leader resumes.

Research call center team leader duties and responsibilities

Manage an embed Facebook executive protection team that provide security and logistical support for a corporate executive and his family.
Assist Liberian government in developing acquisition policy and restructuring of logistics support structure that streamline processes base upon scarce resources.
Manage an embed Facebook executive protection team that provide security and logistical support for a corporate executive and his family.

Get call center team leader experience

Generally, it takes 4-6 years to become a call center team leader. The most common roles before becoming a call center team leader include customer service representative, call center representative team lead and cashier.

Prepare your call center team leader resume

When your background is strong enough, you can start writing your call center team leader resume.

You can use Zippia's AI resume builder to make the resume writing process easier while also making sure that you include key information that hiring managers expect to see on a call center team leader resume. You'll find resume tips and examples of skills, responsibilities, and summaries, all provided by Zippi, your career sidekick.

Choose from 10+ customizable call center team leader resume templates

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