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Call center team leader skills for your resume and career

Updated January 8, 2025
5 min read
Call center team leader example skills
Below we've compiled a list of the most critical call center team leader skills. We ranked the top skills for call center team leaders based on the percentage of resumes they appeared on. For example, 7.3% of call center team leader resumes contained inbound calls as a skill. Continue reading to find out what skills a call center team leader needs to be successful in the workplace.

15 call center team leader skills for your resume and career

1. Inbound Calls

Here's how call center team leaders use inbound calls:
  • Received 90 to 100 inbound calls daily regarding claims and processing, explained clients benefits and type of health insurance contracts.
  • Provided accurate and appropriate information in response to customer inquiries Properly directed inbound calls and support tickets to improve service flow.

2. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how call center team leaders use outbound calls:
  • Oversee the daily operations of the Call Center to ensure all policies and procedures are followed while responding to inbound/outbound calls.
  • Developed and managed database to build customer relationships by gathering contact and member information, and making outbound calls to members.

3. Customer Satisfaction

Here's how call center team leaders use customer satisfaction:
  • Review call center agents' performance in customer service and quality assurance to ensure customer satisfaction resulting from improved agent performance.
  • Implemented training and process improvements to streamline inbound and outbound call completion time and exceed overall customer satisfaction level.

4. Process Improvement

Here's how call center team leaders use process improvement:
  • Ensured continuous process improvement projects were implemented to guarantee the highest level customer service initiatives and efficiency goals were met.
  • Analyzed data provide via Client Management and Operations to re-engineer point-of-call case resolution process and technically documented process improvements.

5. Quality Standards

Quality standards are a specific level of standards of products that are set by the companies for the customers that have to be met and maintained throughout the process until the time of delivery. Quality standards are information that includes the customer's requirements, guidelines, and characteristics for the needed final product or service.

Here's how call center team leaders use quality standards:
  • Coach and develop call center agents to ensure that personnel adhere to schedules and conform to quality standards governing work processes.
  • Serviced as part of a team that works together to meet service and quality standards.

6. Customer Inquiries

Here's how call center team leaders use customer inquiries:
  • Acted as a secondary point of contact for customer inquiries or escalations regarding their health insurance benefits as well as payroll.
  • Responded effectively and courteously to an average of 20 escalated customer inquiries, requests or complaints on a daily basis.

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7. Performance Management

Here's how call center team leaders use performance management:
  • Monitored the personnel using performance management to ensure a productive work environment.
  • Spearhead performance management, including creating performance improvement plans when necessary.

8. Call Monitoring

Here's how call center team leaders use call monitoring:
  • Performed call monitoring to assist with coaching and recommended disciplinary action for agents to the supervisor.
  • Involved in associate call monitoring to ensure positive customer experiences.

9. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how call center team leaders use customer service:
  • Recommended and implemented changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Ensured optimal customer service for company offering local and global security and identity solutions; effectively led call center operations.

10. Customer Complaints

Here's how call center team leaders use customer complaints:
  • Resolved escalated customer complaints on a variety of topics.
  • Handle of customers' issues, maintaining of client relationships, escalations, investigate customer complaints; find solutions.

11. Schedule Adherence

Schedule adherence is an evaluation metric or standard set by companies to assess whether or not call center agents are adhering to their assigned schedules. It is a time, procedure, and team management system employed by various call agencies to ensure the smooth functioning of their enterprise.

Here's how call center team leaders use schedule adherence:
  • Handled schedule adherence for 20+ employees.
  • Assisted Management with 150 Call Center Representatives including: Monitoring Call Volume, Schedule Adherence, and Assisted Immediate Supervisor with Annual

12. Call Handling

Here's how call center team leaders use call handling:
  • Meet all call handling requirements such as average talk time, average hold time, etc.
  • Trained trainers in classroom settings and taking actual calls to demonstrate proper call handling techniques.

13. Windows

Windows is a chain of operating systems that controls a computer and is developed by Microsoft. Every version of Windows consists of GUI (graphical user interface), with a desktop that allows the user to open their files.

Here's how call center team leaders use windows:
  • Provided support for setting up Macintosh/ Windows Operating Systems and installing/uninstalling appropriate software.
  • Use of windows based computers, Microsoft Word, Excel and PowerPoint software applications.

14. Problem Resolution

A problem resolution refers to how a person identifies the problem, determining its cause, creating a reasonable solution, and implementing a conclusion. With the help of a client specialist, it is easier to handle such a situation. Problem resolution plays a vital role in helping resolve problems efficiently and effectively.

Here's how call center team leaders use problem resolution:
  • Handled escalations for problem resolution.
  • Calm angry callers, repair trust, locate resources for problem resolution and design the best option solutions.

15. Performance Reviews

Performance reviews refer to the official evaluation of a worker's performance done by the manager. The evaluation then helps the superior identify the worker's strengths and weaknesses and offers valuable feedback to help him overcome his shortcomings. This assessment also helps a worker set a future goal for himself and identify ways to better his future performance. Performance Reviews may be done on a monthly or yearly basis, depending on the company.

Here's how call center team leaders use performance reviews:
  • Provided documents performance feedback through side-by-side coaching, performance reviews, and goal setting and deficiency management.
  • Conducted quality monitoring and provided feedback on performance standards and semi-annual performance reviews.
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List of call center team leader skills to add to your resume

Call center team leader skills

The most important skills for a call center team leader resume and required skills for a call center team leader to have include:

  • 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
  • Performance Reviews
  • HIPAA
  • Call Center Management
  • Medicaid
  • Performance Metrics
  • Lead Management
  • Customer Issues
  • Corrective Action
  • Customer Support
  • Medicare
  • Performance Feedback
  • Training Materials
  • Performance Evaluations
  • Direct Reports
  • CSRs
  • CMS
  • Product Knowledge
  • Troubleshoot
  • Quality Customer Service
  • Customer Accounts
  • Escalation Calls
  • HR
  • SLA
  • Disciplinary Actions
  • KPI
  • Training Classes
  • ACD
  • Customer Calls
  • Avaya
  • Call Center Support
  • PowerPoint
  • Continuous Improvement
  • Training Programs
  • Mobile Banking

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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