How to hire a call center team leader

How to hire a call center team leader, step by step

Here's a step-by-step call center team leader hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a call center team leader job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new call center team leader
• Step 8: Go through the hiring process checklist

What does a call center team leader do?

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1. Identify your hiring needs

   First, determine the employments status of the call center team leader you need to hire. Certain call center team leader roles might require a full-time employee, whereas others can be done by part-time workers or contractors.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   You should also consider the ideal background you'd like them a call center team leader to have before you start to hire. For example, what industry or field would you like them to have experience in, what level of seniority or education does the job require, and how much it'll cost to hire a call center team leader that fits the bill.

   This list shows salaries for various types of call center team leaders.

   Type of Call Center Team Leader	Description	Hourly rate
   Call Center Team Leader		$13-24
   Support Supervisor	A support supervisor is responsible for monitoring the daily operations of an organization, assisting the team members in resolving customer complaints, and managing process discrepancies to maintain the smooth delivery of services for customer satisfaction. Support supervisors conduct a one-on-one assessment with the team, identifying each member's challenges and strategizing techniques to address those difficulties and reach their maximum potentials... Show more	$14-33
   Service Supervisor	A customer service supervisor's role is to oversee a team of customer service workers, ensuring their efficiency when it comes to engaging and assisting clients, all in the joint effort to boost sales and improve the client base. Aside from leading and supervising colleagues, a customer service supervisor must prepare progress reports about the team's workflow, set goals, devise strategies, verify all return refund operations, and coordinate with other managers and supervisors outside the unit... Show more	$16-38

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Inbound Calls
   • Outbound Calls
   • Customer Satisfaction
   • Process Improvement
   • Quality Standards
   • Customer Inquiries
   • Performance Management
   • Call Monitoring
   • Customer Service
   • Customer Complaints
   • Schedule Adherence
   • Call Handling
   • Windows
   • Problem Resolution

   Check all skills

   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.

   More call center team leader duties

3. Make a budget

   Including a salary range in your call center team leader job description helps attract top candidates to the position. A call center team leader salary can be affected by several factors, such as geography, experience, seniority, certifications, and the prestige of the hiring company.

   For example, the average salary for a call center team leader in Wyoming may be lower than in New York, and an entry-level call center team leader usually earns less than a senior-level call center team leader. Additionally, a call center team leader with certifications may command a higher salary, and working for a well-known company or start-up may also impact an employee's pay.

   Average call center team leader salary

   $38,965yearly

   $18.73 hourly rate

   ---

   Entry-level call center team leader salary

   $29,000 yearly salary

   Updated December 5, 2025

   Average call center team leader salary by state

   Rank	State	Avg. salary	Hourly rate
   1	New York	$48,684	$23
   2	Washington	$47,198	$23
   3	Illinois	$45,147	$22
   4	Massachusetts	$42,210	$20
   5	Colorado	$41,991	$20
   6	Michigan	$40,933	$20
   7	Ohio	$40,781	$20
   8	Wisconsin	$40,627	$20
   9	Texas	$40,489	$19
   10	Iowa	$39,926	$19
   11	Arizona	$39,821	$19
   12	North Carolina	$39,008	$19
   13	Tennessee	$38,953	$19
   14	Florida	$38,710	$19
   15	Connecticut	$38,229	$18
   16	Missouri	$37,566	$18
   17	Virginia	$37,059	$18
   18	Kansas	$36,383	$17
   19	Kentucky	$35,810	$17
   20	Oklahoma	$34,126	$16

   Average call center team leader salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	General Electric	$49,353	$23.73	250
   2	Ohio's Hospice	$48,144	$23.15
   3	Spectrum	$43,945	$21.13
   4	FleetCor Technologies	$42,396	$20.38
   5	UPS	$41,558	$19.98	279
   6	Brown & Brown	$41,185	$19.80	21
   7	Brinker International	$39,790	$19.13
   8	Clinica Sierra Vista	$39,178	$18.84
   9	Internet Brands	$38,247	$18.39	5
   10	Community Healthcare Network	$38,209	$18.37	4
   11	Episource	$37,903	$18.22
   12	ICONMA	$37,860	$18.20
   13	Ipsos Marketing US	$37,834	$18.19	1
   14	Exela Technologies	$37,690	$18.12
   15	Ohio's Hospice of Dayton	$37,584	$18.07	2
   16	Eastwood & Company	$37,549	$18.05	1
   17	CURO	$37,427	$17.99
   18	NC.gov	$37,355	$17.96	21
   19	Quality Homes	$37,324	$17.94	2
   20	Sodexo Management, Inc.	$37,270	$17.92	30

4. Writing a call center team leader job description

   A job description for a call center team leader role includes a summary of the job's main responsibilities, required skills, and preferred background experience. Including a salary range can also go a long way in attracting more candidates to apply, and showing the first name of the hiring manager can also make applicants more comfortable. As an example, here's a call center team leader job description:

   Call center team leader job description example

   • Partner with the leadership team to drive continuous optimization across department processes to meet the fast-changing business needs.
   • Monitor current training programs by identifying training needs and providing recommendations on programs and activities.
   • Assist in reviewing, updating, and designing training curriculum, evaluation tools, activities, and documentation.
   • Monitor current coaching program by identifying support needs as well as providing recommendations for ongoing training.
   • Build and develop high performing teams while creating conditions for great performance and development discussions throughout the year which includes both team meetings as well as one on ones.
   • Identify and actively drive training and development team changes, processes, staffing, and training needs.
   • Prepare weekly and monthly reports on the team's production and overall performance.
   • Availability to work different shifts between the hours of 7:00 A.M to 11:00 P.M.
   • Be an active participant in driving change and improvement in our department by sharing feedback, participating in Team Meetings, making suggestions, attending department meetings, etc.

   QUALIFICATIONS:

   • High school diploma or equivalent.
   • 2+ years training experience
   • Experience with Direct Sales, MLM, or Network Marketing industry strongly preferred.
   • Strong communication and organizational skills.
   • Able to work independently and be an adapt problem solver.
   • Experience working under pressure, making strong decisions, and calming down escalated situations.
   • Ability to lead, coach, teach and inspire others.
   • Friendly, flexible, dependable, and professional.
   • Great attention to detail and ability to multitask.
   • Computer literate in Microsoft Office, internet, and CRMs.

   If you'd like to be part of a great team, are ready to take on a challenge and make a difference within our company, apply today. We offer a competitive wage and excellent benefits package including 401(k), medical, dental, vision, life, disability, supplemental insurance, paid time off, and free company products.

   
   
   Job Posted by ApplicantPro
   

   Copy this example

   

5. Post your job

   To find call center team leaders for your business, try out a few different recruiting strategies:

   • Consider internal talent. One of the most important talent pools for any company is its current employees.
   • Ask for referrals. Reach out to friends, family members, and your current work to ask if they know any call center team leaders they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit entry-level call center team leaders with the right educational background.
   • Social media platforms. LinkedIn, Facebook, and Twitter have more than 3.5 billion users, and they're a great place for company branding and reaching potential job candidates.

   Post your job online:

   • Post your call center team leader job on Zippia to find and recruit call center team leader candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Recruiting call center team leaders requires you to bring your A-game to the interview process. The first interview should introduce the company and the role to the candidate as much as they present their background experience and reasons for applying for the job. During later interviews, you can go into more detail about the technical details of the job and ask behavioral questions to gauge how they'd fit into your current company culture.

   Remember to include a few questions that allow candidates to expand on their strengths in their own words. Asking about their unique skills might reveal things you'd miss otherwise. At this point, good candidates can move on to the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new call center team leader

   Once you've found the call center team leader candidate you'd like to hire, it's time to write an offer letter. This should include an explicit job offer that includes the salary and the details of any other perks. Qualified candidates might be looking at multiple positions, so your offer must be competitive if you like the candidate. Also, be prepared for a negotiation stage, as candidates may way want to tweak the details of your initial offer. Once you've settled on these details, you can draft a contract to formalize your agreement.

   It's also important to follow up with applicants who do not get the job with an email letting them know that the position is filled.

   To prepare for the new call center team leader first day, you should share an onboarding schedule with them that covers their first period on the job. You should also quickly complete any necessary paperwork, such as employee action forms and onboarding documents like I-9, benefits enrollment, and federal and state tax forms. Finally, Human Resources must ensure a new employee file is created for internal record keeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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How much does it cost to hire a call center team leader?