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The differences between call center team leaders and customer service team leads can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 4-6 years to become a call center team leader, becoming a customer service team lead takes usually requires 6-12 months. Additionally, a call center team leader has an average salary of $38,965, which is higher than the $36,623 average annual salary of a customer service team lead.
The top three skills for a call center team leader include inbound calls, outbound calls and customer satisfaction. The most important skills for a customer service team lead are HR, inbound calls, and product knowledge.
| Call Center Team Leader | Customer Service Team Lead | |
| Yearly salary | $38,965 | $36,623 |
| Hourly rate | $18.73 | $17.61 |
| Growth rate | 8% | -4% |
| Number of jobs | 272,017 | 249,105 |
| Job satisfaction | 5 | - |
| Most common degree | Bachelor's Degree, 45% | Bachelor's Degree, 42% |
| Average age | 47 | 40 |
| Years of experience | 6 | 12 |
A call center team leader is someone who is hands-on with the team's supervision. Call center team leaders ensure that the right procedures are followed. They provide directions to staff on what they should do and the way they should make improvements. It is part of their job to intercede, give advice, or authorize special adjustments when any of their staff needs help with customers. The necessary skills for this job include flexibility, be able to provide regular coaching, and can boost morale.
A customer service team lead is responsible for managing a group of customer service agents. They monitor their tasks and productivity and report the team's performance to senior management. A customer service team lead provides coaching opportunities for the agents, identifies their challenges, and creates strategic procedures for them. Customer service team leads also respond to customers' inquiries, resolve high-level complaints immediately, and maintain the highest customer satisfaction to build the company's good reputation, generate revenues, and increase profitability.
Call center team leaders and customer service team leads have different pay scales, as shown below.
| Call Center Team Leader | Customer Service Team Lead | |
| Average salary | $38,965 | $36,623 |
| Salary range | Between $29,000 And $51,000 | Between $28,000 And $47,000 |
| Highest paying City | New York, NY | Baltimore, MD |
| Highest paying state | New York | Rhode Island |
| Best paying company | General Electric | Santander Bank |
| Best paying industry | Finance | Insurance |
There are a few differences between a call center team leader and a customer service team lead in terms of educational background:
| Call Center Team Leader | Customer Service Team Lead | |
| Most common degree | Bachelor's Degree, 45% | Bachelor's Degree, 42% |
| Most common major | Business | Business |
| Most common college | California State University - Bakersfield | - |
Here are the differences between call center team leaders' and customer service team leads' demographics:
| Call Center Team Leader | Customer Service Team Lead | |
| Average age | 47 | 40 |
| Gender ratio | Male, 38.4% Female, 61.6% | Male, 35.2% Female, 64.8% |
| Race ratio | Black or African American, 10.7% Unknown, 4.7% Hispanic or Latino, 18.4% Asian, 5.2% White, 60.4% American Indian and Alaska Native, 0.6% | Black or African American, 12.0% Unknown, 5.3% Hispanic or Latino, 20.1% Asian, 6.9% White, 55.0% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 8% | 7% |