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Become A Call Center Team Leader

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Working As A Call Center Team Leader

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $68,000

    Average Salary

What Does A Call Center Team Leader Do At CIS

* The nature of the duties is to serve as the key point of contact for patients and staff to provide excellent customer service and patient care.
* They are responsible for quality assessment, care management, caller registration, physician referral, general office support, and patient satisfaction.
* SPECIFIC DUTIES: Responsible for high-volume calls regarding specific medical care.
* Triage patients and assess emergency cases: obtain and document patient complaint in the paper electronic medical records.
* Communicate concerns and/or problems regarding the patient to the physician/provider.
* Assist coding and risk management efforts by providing accurate and complete documentation Create and maintain accurate and complete electronic documentation including the patient medication list, allergies, chart notes and detail documentation regarding phone calls into the electronic medical record (EMR).
* Enter electronic messages to other departments to assist with patient flow and document patient wait times.
* Respond to phone calls such as: pharmacy refills, patients, home health agencies, etc.
* Provide patient and family education when needed Schedule appointments, eRefills, and handle other office support duties.
* Performs other related duties as assigned and serves in whatever other capacity deemed necessary for successful completion of the mission and goals of CIS and in concordance with its patient philosophy

What Does A Call Center Team Leader Do At Horizon Blue Cross Blue Shield of Nj

* Evaluatestrengths and weaknesses of staff in order to foster a positive working environment which includes: Daily evaluations, coaching and mentoring the business team in order to enhance staff performance levels for quality, production, and attendance while ensuring accuracy and compliance with internal/external policies.
* Allocate work assignments to ensure daily receipts are processed in accordance with Service Level Agreements (SLAs) based on order of receipt.
* Review work load to identify gaps in processes and/or inefficiencies.
* Incorporate applicable workflows and business rules.
* Perform appropriate data analysis and reporting.
* Ensure customer satisfaction by developing business partnerships with internal and external customers for seamless results and by expediting resolutions of complex problems/issues either by resolution, or escalation.
* Monitor and track expenses as tied to the defined budget.
* Provide coaching/mentoring to less experienced staff members and peers.
* May oversee multiple work teams and/or servicing of multiple projects.
* May participate in and/or lead departmental and interdepartmental workgroups.
* Perform other relevant tasks as assigned by management

What Does A Call Center Team Leader Do At Talent Space

* Prioritizes and monitors call flow to meet service level agreements and consistent delivery of expected member service
* Monitors the opening and closing activities of the Call Center, assists Call center Manager in monitoring queue activity to ensure efficiencies and appropriate coverage
* Carefully reviews transactions, provides system overrides and/or approval up to authorized limit, and documents account information for auditing and member service purposes
* Supports staff with complex transactions and job functions by demonstrating excellent critical thinking and problem-solving skills.
* Assists with escalated interactions.
* Ensures staff follows correct procedures and best practices to ensure operational soundness
* Assists manager in reviewing all operating procedures, workflows and job aids to improve productivity, response time and effective use of employees and technology in order to help improve efficiencies.
* Assists manager in reviewing a select percentage of transactions and MARS cases for completeness, accuracy, consistency, etiquette and performance standards
* Assists with monitoring recorded calls for service and coaching opportunitiesOversees the daily distribution and completion of transactions escalated by after-hours Call Center.
* Ensures proper account notation as well as accurate and timely resolution
* Reviews, updates, and creates Call Center scripts to ensure the information provided to after-hours Call center is accurate and up-to-date
* Monitors system issues and works with IT and other departments or vendors for resolution
* Monitors trending of issues, performance statistics and goals and prepares reports for management
* Assists with the hiring process of new call center representatives
* Assists in the training of employees
* Assists with system testing and upgrades as needed

What Does A Call Center Team Leader Do At Capgemini

* include the following._
* Provides daily direction and communication to employees so that the customer service calls are answered in a timely, efficient and knowledgeable manner.
* Provide continual evaluation of processes and procedures.
* Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers._
* Provide statistical and performance feedback and coaching on a regular basis to each team member.
* Write and administer performance reviews for skill improvement._
* Provide support for employees by providing appropriate coaching, counseling, direction and resolution._
* Ensure employees have appropriate training and other resources to perform their job._
* Respond to and resolve employee relations issues expressed by team members._
* Create and maintain high quality work environment so team members are motivated to perform at their highest level._
* Address disciplinary and/or performance problems according to company policy.
* Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required._
* Assist manager with daily operation of call center to include development, analysis and implementation of staffing and training._
* Work as a member/leader of special or on-going projects that are important to area/process improvement._
* Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively._
* Establish work procedures and processes that support company and departmental standards, procedures and strategic directives._
* Communicate with upper management regarding department or employee concerns._
* Complying with company regulations regarding HIPAA, confidentiality, and private health information._
*

What Does A Call Center Team Leader Do At Guardian Protection Services

* As a team leader you will be responsible for maintaining operational efficiency, by deploying available resources to maximize the customer experience, as well as leading by example.
* Responding to various priority alarm notifications, such as burglary and fire alarms, by initiating outbound calls to customer contacts and emergency responders in accordance with established procedures.
* Processing inbound calls relating to alarm events, providing secure and customer centric assistance.
* Working within a collaborative team environment in the alarm monitoring center (Central Station) that maintains a 24/7 operation providing schedules that are focused on providing a solid work-life balance no shift bids and paid lunches! Attention to detail and accuracy is vital, ensuring that actions are reflective of established procedures and with a keen focus on the highest professional standards of efficient documentation

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Call Center Team Leader Career Paths

Call Center Team Leader
Call Center Supervisor
Call Center Manager
6 Yearsyrs
Call Center Supervisor Call Center Manager Operations Manager
Sales And Operations Manager
7 Yearsyrs
Call Center Supervisor Supervisor Store Manager
Area Manager
7 Yearsyrs
Call Center Manager Operations Manager Branch Manager
Manager, Assistant Vice President
7 Yearsyrs
Call Center Manager Operations Manager Project Manager
Service Delivery Manager
10 Yearsyrs
Team Leader Manager Office Manager
Administrative Manager
6 Yearsyrs
Team Leader Supervisor Assistant Manager
Center Manager
6 Yearsyrs
Team Leader Supervisor Office Manager
Accountant And Office Manager
6 Yearsyrs
Assistant Manager Office Manager
Accounts Receivable Manager
6 Yearsyrs
Assistant Manager Account Manager
Client Services Manager
7 Yearsyrs
Manager Service Manager
Service Operations Manager
8 Yearsyrs
Manager Store Manager Warehouse Supervisor
Logistics Supervisor
5 Yearsyrs
Store Manager Account Manager Client Services Manager
Client Services Director
9 Yearsyrs
Account Manager Recruitment Manager
Human Resources Business Partner
10 Yearsyrs
Project Manager General Manager Business Manager
Business Operations Manager
8 Yearsyrs
Project Manager Quality Manager Production Manager
Processing Manager
7 Yearsyrs
Sales Manager Team Manager
Unit Manager
6 Yearsyrs
Sales Manager Team Manager Unit Manager
Collections Manager
5 Yearsyrs
Sales Manager Owner/Operator Construction Manager
Operations Project Manager
7 Yearsyrs
Customer Service Manager Business Development Manager Consultant/Project Manager
Implementation Manager
8 Yearsyrs
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Do you work as a Call Center Team Leader?

Help others decide if this is a good career for them

Average Length of Employment
Senior Team Lead 3.7 years
Support Supervisor 3.6 years
Team Lead/Manager 3.4 years
Center Supervisor 3.3 years
Team Manager 3.0 years
Team Leader 3.0 years
Team Supervisor 2.9 years
Top Careers Before Call Center Team Leader
Cashier 7.8%
Manager 3.2%
Supervisor 2.3%
Internship 2.1%
Top Careers After Call Center Team Leader
Cashier 4.3%
Supervisor 3.5%
Manager 2.6%

Do you work as a Call Center Team Leader?

Average Yearly Salary
$68,000
View Detailed Salary Report
$35,000
Min 10%
$68,000
Median 50%
$68,000
Median 50%
$68,000
Median 50%
$68,000
Median 50%
$68,000
Median 50%
$68,000
Median 50%
$68,000
Median 50%
$131,000
Max 90%
Best Paying Company
Rose International
Highest Paying City
Chicago, IL
Highest Paying State
Wisconsin
Avg Experience Level
2.9 years
How much does a Call Center Team Leader make at top companies?
The national average salary for a Call Center Team Leader in the United States is $68,980 per year or $33 per hour. Those in the bottom 10 percent make under $36,000 a year, and the top 10 percent make over $132,000.

How Would You Rate The Salary Of a Call Center Team Leader?

Have you worked as a Call Center Team Leader? Help other job seekers by rating your experience as a Call Center Team Leader.

Top Skills for A Call Center Team Leader

  1. Customer Service
  2. Phone Calls
  3. Supervisor Calls
You can check out examples of real life uses of top skills on resumes here:
  • Recommended and implemented changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Handled escalated customer phone calls with appropriate diverse solutions.
  • Answered escalated supervisor calls regarding loan modification.
  • Handled heavy inbound/outbound calls from airline customers with complaints; helped passengers establish itineraries and answered general questions.
  • Conducted quality monitoring and provided feedback on performance standards and semi-annual performance reviews.

Call Center Team Leader Resume Examples And Tips

The average resume reviewer spends between 5 to 7 seconds looking at a single resume, which leaves the average job applier with roughly six seconds to make a killer first impression. Thanks to this, a single typo or error on your resume can disqualify you right out of the gate. At Zippia, we went through over 2,833 Call Center Team Leader resumes and compiled some information about how best to optimize them. Here are some suggestions based on what we found, divided by the individual sections of the resume itself.

Learn How To Create A Top Notch Call Center Team Leader Resume

View Resume Examples

Call Center Team Leader Demographics

Gender

Female

55.6%

Male

33.1%

Unknown

11.3%
Ethnicity

White

61.0%

Hispanic or Latino

17.1%

Black or African American

12.1%

Asian

6.1%

Unknown

3.6%
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Foreign Languages Spoken

Spanish

75.0%

French

5.0%

Arabic

3.8%

Portuguese

2.5%

Italian

2.5%

Chinese

1.3%

Turkish

1.3%

Mandarin

1.3%

Hindi

1.3%

Cantonese

1.3%

Hmong

1.3%

Urdu

1.3%

Korean

1.3%

Russian

1.3%
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Call Center Team Leader Education

Schools

University of Phoenix

32.8%

Strayer University

8.4%

Kaplan University

6.1%

Ashford University

4.6%

Baker College

3.8%

Capella University

3.8%

Wayne State University

3.4%

Michigan State University

3.4%

American InterContinental University

3.4%

Georgia State University

3.1%

Houston Community College

3.1%

Miami Dade College

3.1%

Kean University

2.7%

Virginia Commonwealth University

2.7%

Valdosta State University

2.7%

College of DuPage

2.7%

University of Memphis

2.7%

Cuyahoga Community College

2.7%

Northeastern University

2.7%

Henry Ford College

2.3%
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Majors

Business

37.2%

Psychology

5.0%

Communication

4.7%

Criminal Justice

4.7%

Management

4.6%

Health Care Administration

4.6%

Marketing

4.3%

Medical Assisting Services

3.9%

General Studies

3.5%

Nursing

3.2%

Liberal Arts

3.2%

Human Resources Management

3.2%

Computer Science

3.2%

Accounting

3.2%

Education

2.5%

Computer Information Systems

2.1%

Political Science

1.9%

English

1.7%

Information Technology

1.7%

Graphic Design

1.6%
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Degrees

Bachelors

35.5%

Other

30.6%

Associate

17.0%

Masters

9.3%

Certificate

4.9%

Diploma

1.6%

License

0.8%

Doctorate

0.2%
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