Top Call Center Team Leader Skills

Below we've compiled a list of the most important skills for a Call Center Team Leader. We ranked the top skills based on the percentage of Call Center Team Leader resumes they appeared on. For example, 17.6% of Call Center Team Leader resumes contained Customer Service as a skill. Let's find out what skills a Call Center Team Leader actually needs in order to be successful in the workplace.

The six most common skills found on Call Center Team Leader resumes in 2020. Read below to see the full list.

1. Customer Service

high Demand
Here's how Customer Service is used in Call Center Team Leader jobs:
  • Review call center agents' performance in customer service and quality assurance to ensure customer satisfaction resulting from improved agent performance.
  • Recommended and implemented changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Ensured continuous process improvement projects were implemented to guarantee the highest level customer service initiatives and efficiency goals were met.
  • Ensured optimal customer service for company offering local and global security and identity solutions; effectively led call center operations.
  • Worked with both satisfied and dissatisfied customer responses to ensure appropriate resolution was achieved while providing exceptional customer service.
  • Provided strategic and day-to-day leadership and individual development to 9 direct reports with responsibility for 350 customer service technicians.
  • Implemented new ideas for improvement in interdepartmental relationships and work process to provide excellent customer service skills.
  • Developed and trained facilitators to present customer service presentations, ensuring the training is current and effective.
  • Provide coaching to Customer Service Representatives on developing effective communication techniques, courteousness, and empathy.
  • Served as floor monitor for approximately 30 customer service representatives assisting with problem calls when needed.
  • Provide high quality program administration and customer service by utilizing excellent administrative and customer service skills.
  • Coordinated daily team activities and facilitated workshops on customer service skills for help desk professionals.
  • Deliver quality coaching to customer service representatives, providing ongoing work performance assessment and guidance.
  • Managed a team of 15 Customer Service Representatives and Quality Controllers and managed the personnel operations
  • Trained and supervised Customer Service Representatives maintaining one touch resolution standards for customer experience.
  • Administer verbal and written warnings pertaining to customer service representative job performance or conduct.
  • Analyzed and Compiled data and statistics for customer service team improving call center efficiency.
  • Identified opportunities for process improvements and collaborated with management ways of enhancing customer service.
  • Managed inbound /outbound sales/customer service/technical calls & Performance Solution (Quality Monitoring) Team.
  • Provided supervisory support for a call center with over 100 Customer Service Representatives.

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2. Phone Calls

high Demand
Here's how Phone Calls is used in Call Center Team Leader jobs:
  • Handled escalated customer phone calls with appropriate diverse solutions.
  • Responded to over 75 phone calls per day from courthouses, store managers, and clients regarding course availability and eligibility.
  • Oversee inbound and outbound communication including phone calls and emails along as well as implementing email blasts and digital advertising.
  • Monitor CSR phone calls to ensure that company policy is being followed and continuously coach for improvement.
  • Answered phone calls and transferred calls if needed, also gave guests information and answered questions.
  • Provide administrative support for the credit union by supporting management and tracking all answered phone calls.
  • Provide support for employees with challenging phone calls, such as agitated patients or suicide calls.
  • Started as a new business development associate, making 100+ phone calls a day.
  • Created quality control process for phone calls in compliance with client and firm requirements.
  • Trained various teams of people on a new customer records and phone calls system.
  • Handled escalated phone calls from clients and other parties related to a case.
  • Out bound calls, continuously make phone calls to conduct health related surveys.
  • Maintained daily phone reports of all incoming and outgoing phone calls for employees.
  • Answer phone calls - Answer phone calls with a friendly positive attitude.
  • Fielded phone calls; researched and ensured customers received the assistance required.
  • Conducted silent monitoring of phone calls and coached staff on observations.
  • Monitor employees' production by listening in on phone calls.
  • Monitored phone calls between card holder and call center representative.
  • Received and assisted with escalated customer phone calls.
  • Answer phone calls daily and monitor all incoming calls, ensuring each call is answered by call center representatives.

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3. Supervisor Calls

high Demand
Here's how Supervisor Calls is used in Call Center Team Leader jobs:
  • Answered escalated supervisor calls regarding loan modification.
  • Handled supervisor calls when supervisor was unavailable.
  • Assist representative with complex issues/supervisor calls.
  • Answer questions asked by agents, handle caller complaints, take supervisor calls and make supervisor callbacks.
  • Processed attestation of no income, attendance reporting, Spanish queue overloads and supervisor calls.
  • Assist agents as a lead responding to telephone inquiries, supervisor calls and order status.
  • Assist reps with Supervisor calls, customer problems, and bank policies.
  • Assist agents with any questions or concerns and take supervisor calls.
  • Monitored calls for quality and training purposes Handled escalated supervisor calls.
  • Take escalated/Supervisor calls to de-escalate callers and resolve more complex issues * Report daily, weekly and monthly productivity reports
  • Handled "supervisor calls" from customers whose issues could not be addressed by a floor representative.

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4. Outbound Calls

high Demand
Here's how Outbound Calls is used in Call Center Team Leader jobs:
  • Handled heavy inbound/outbound calls from airline customers with complaints; helped passengers establish itineraries and answered general questions.
  • Developed and managed database to build customer relationships by gathering contact and member information, and making outbound calls to members.
  • Ensured team achieved high average of 500 outbound calls per day with approximately 150 completed survey calls by allocating resources.
  • Conduct a high volume of outbound calls to members of various health plans to facilitate their Health Risk Assessment.
  • Supervised customer service and order entry representative to control call volume over (500 inbound and outbound calls).
  • Call prospect students and set appointments to meet with Admission Representatives Multitasking taking inbound/outbound calls and live chat.
  • Monitor customer service representatives' daily inbound and outbound calls, promote client satisfaction and enhance employee performance.
  • Conducted outbound calls concerning student accounts, payment reminders, and system database updates for thousands of students.
  • Increased sales goals within the department by designing cross sale reports for representatives responsible for outbound calls.
  • Answered high volume of incoming calls and done outbound calls for maximizing sales and meet deadlines.
  • Orchestrate heavy volumes of inbound and outbound calls for candidates seeking employment across the country.
  • Performed inbound and outbound calls for various accounts needing customer service or collection negotiations.
  • Perform inbound/outbound calls, daily communicating with clients from around the United States.
  • Processed outbound calls to follow up for promise to pay offers and settlements.
  • Assist floor supervisor managing a team of 75 employees making outbound calls.
  • Worked in a call center environment handling inbound and outbound calls.
  • Provided Quality Assurance monitoring and feedback for inbound and outbound calls.
  • Placed outbound calls to register and record tax school payments.
  • Make outbound calls to resolve member's problems.
  • Monitor and QA agents inbound/outbound calls.

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5. Performance Reviews

high Demand
Here's how Performance Reviews is used in Call Center Team Leader jobs:
  • Conducted quality monitoring and provided feedback on performance standards and semi-annual performance reviews.
  • Documented team member performance and created and delivered semi-annual and annual performance reviews.
  • Conducted performance reviews and acted upon development needs where appropriate.
  • Assisted Department Manager in providing Annual Performance Reviews.
  • Administered written performance reviews for skill improvements.
  • Deliver monthly performance reviews, set goals for upcoming month's performance and develop plans to improve employee's performance.
  • Provided input on hiring interviews, coaching and discipline of team members, along with performance reviews.
  • Supervised and trained call center agents, conducted quality assurance checks and performance reviews.
  • Conducted performance reviews, and prepared and presented reports on the same to management.
  • Assist in the hiring process, budgets and performance reviews each year.
  • Reinforced Quality auditor's daily or weekly performance reviews with agents.
  • Conducted weekly and monthly performance reviews for a team of 8.
  • Provided the team with annual performance reviews.
  • Established call center operational strategies by conducting needs assessments, performance reviews, capacity planning and cost and benefit analysis.
  • Provided coaching and performance reviews, while ensuring department metics were met and exceeded.
  • Manage a team of representatives Provide coaching and feedback along with performance reviews.
  • Review agents daily calls and deliver performance reviews.

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6. Technical Support

high Demand
Here's how Technical Support is used in Call Center Team Leader jobs:
  • Call center representative responsible for customer sales, technical support, and education/training
  • Supervised a team of well-trained technical support technicians.
  • Provide online banking technical support for Remote Deposit, Payroll uploads Debit/Visa, Certificates of Deposit, Loans, and deposits.
  • Identified and addressed operation gaps, spanning ACSR, order entry issues, technical support, and /or service delivery.
  • Assist Call Center Manager with hiring and training of front counter, call center and technical support representatives.
  • Interviewed and made recommendations for open positions in the call center, support center, and technical support.
  • Provided technical support and trained new technical support representatives on products, policies, and procedures.
  • Provided our shareholder and internal staff with technical support and training regarding our online systems.
  • Have direct involvement in the development and management of our growing Technical Support team.
  • Developed technical support scripts and how-to's, as well as FAQs.
  • Provide reports and technical support to the call center management team.
  • Provided technical support for remote facilities both on-site and by telephone.
  • Supervised a team of 12 technical support telephone agents.
  • Managed project TSOD (Technical Support On Demand).

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7. Data Entry

high Demand
Here's how Data Entry is used in Call Center Team Leader jobs:
  • Completed any data entry projects specified by management.
  • Coordinated gatherings/meetings and facilitated weekly performance meetings Performed data entry on various routine commercial and consumer loan correspondence and reports.
  • Train representatives on various data entry projects and review data for accuracy in English and when needed in Spanish.
  • Account management Customer Service Data Entry Team Management
  • Revised errors discovered by underwriters on vehicle applications and trained data entry processors to reduce overall errors.
  • Developed and designed computerized data entry verification report resulting in improved accuracy of manual journal entries.

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8. Customer Complaints

high Demand
Here's how Customer Complaints is used in Call Center Team Leader jobs:
  • Resolved escalated customer complaints on a variety of topics.
  • Handle of customers' issues, maintaining of client relationships, escalations, investigate customer complaints; find solutions.
  • Take escalated calls, answer questions and recommend corrective services to address customer complaints.
  • Utilized and interacted in social media to respond to customer complaints and praise.
  • Handle customer complaints and resolve any customer service issues as quickly as possible.
  • Assisted C-75 with tracking and resolving customer complaints for disabled airline customers.
  • Handled customer complaints and reported them to the proper resources
  • Point of contact for customer complaints and escalated issues.
  • Resolve customer complaints and escalations regarding sales and service.
  • Served as an escalation point to diffuse situations and resolve customer complaints.

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9. Company Policies

high Demand
Here's how Company Policies is used in Call Center Team Leader jobs:
  • Handled escalated calls from high-stress customers while maintaining company policies and procedures.
  • Demonstrated professionalism by adhering to company policies and procedures.
  • Ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies
  • Trained, supervised and evaluated staff on company policies, etiquette and procedures.
  • Track attendance and follow up according to company policies and guidelines.
  • Supervised employees in accordance with company policies and procedures.
  • Adhere to company policies, procedures and guidelines.
  • Selected Contributions: Responsible for ongoing team development and to communicate updates and enhancements to team regarding company policies.
  • Trained and supervised full and part time personnel on company policies, protocol, equipment maintenance, expenditures and pricing.

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10. High Volume

high Demand
Here's how High Volume is used in Call Center Team Leader jobs:
  • Identified a gap in the handling of small balance accounts that allowed a high volume of bad debt write offs.
  • Supervised 12 call center agents who handled high volume incoming/outgoing calls from/to insured s trying to cope with Hurricane Sandy.
  • Answered calls in a high volume call center where I addressed questions with employees and customers regarding their wireless accounts.
  • Top producer within a high volume call center that allowed me to be promoted to team lead.
  • Led a group of 6 luxury brand call center representatives in a high volume inbound call center.
  • Cross trained to Front Counter, high volume Call Center, Lost and Found and Opening duties.
  • Supervised and trained a team of 9-16 representatives to answer a high volume of inbound calls.
  • Resolved escalated calls according to company policy in a high volume call center.
  • Assisted with high volume phone lines for Dallas Yellow Cab.
  • Supervised a high volume, inbound call center.
  • Supported answering customer calls during high volume periods.
  • Handled high volume in bound escalated calls.
  • Supervised verification agents in a high volume call center, managed employee work schedules, maintained call center workstations.
  • Supported Cross Sales team in Doral Mortgage during high volume periods - end of month.
  • Handled and processed mail in a high volume mailroom.
  • Handled high volume of inbound and outbound Worked with customers to resolve billing issues Became top collector in the department

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11. Process Improvement

high Demand
Here's how Process Improvement is used in Call Center Team Leader jobs:
  • Implemented training and process improvements to streamline inbound and outbound call completion time and exceed overall customer satisfaction level.
  • Analyzed data provide via Client Management and Operations to re-engineer point-of-call case resolution process and technically documented process improvements.
  • Cultivated and fostered an environment of collaboration, respect, quality, process improvement and business initiative.
  • Provided forecasts for future expenses and identified process improvements to reduce expenses.
  • Recommended process improvements regarding work flow procedures leading to improved unit efficiency.
  • Implemented process improvements to help increase productivity and efficiency.
  • Recognized for sales attainment and process improvement initiatives.
  • Analyzed performance and implemented process improvements.
  • Participated in process improvement projects to define issues when claims system failed and determine appropriate solutions to permanently fix the system.
  • Monitored and reported daily, weekly, and monthly data for analysis and process improvement.
  • Monitored and coached interviewer's calls for consistency, best practices and call process improvement.
  • Assist in hiring staff and administering process improvement plans for associates not meeting expectations.
  • Implemented training schedules, time studies, time reduction, process improvement.
  • Lead meetings and cross functional teams for diverse policy and process improvements.
  • Develop SW and job aids for new process improvements.
  • Promoted and cultivated an environment that encouraged associates to recognize and report issues which led to process improvements.
  • Tracked trending and analysis of team workflows for process improvement and customer satisfaction.
  • Provided coaching and development, supervised process improvement, and tracked metrics for employees to improve team member loyalty and efficiencies.
  • Process Improvement Refine and revise various call center processes and procedures utilizing six sigma and lean methodologies.

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12. Training Programs

high Demand
Here's how Training Programs is used in Call Center Team Leader jobs:
  • Directed and implemented training programs for new and existing staff to ensure proper adherence to company procedures and policies.
  • Supported the delivery of training programs to meet organization needs that drives business growth and employee development.
  • Helped develop the training programs for employees of the sub division.
  • Managed and developed the Quality and Training programs for associates.
  • Managed a sales based call center Developed training programs for upselling clients Presented the company's products at trade shows
  • Developed, evaluated, enhanced and facilitated training programs to educate, motivate and certify teams for upcoming combat deployment operations.

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13. Service Levels

high Demand
Here's how Service Levels is used in Call Center Team Leader jobs:
  • Review, recommend and implement procedural changes to enhance operational service levels.
  • Increased efficiency by monitoring staff service levels, operational expenses and productivity.
  • Demonstrated ability to help manage agents' productivity to achieve service levels.
  • Ensured appropriate service levels by monitoring and instituting the necessary KPI's to track key activities and measure departmental performance.
  • Managed attendance and time-off requests to ensure proper phone coverage to meet and exceed established Service Levels of 80/20.
  • Maintained daily and monthly goals - including attendance, sales, customer contacts and service levels.
  • Provided team with tools to maintain and increase service levels for both internal and external customers.
  • Maintained a sense of urgency on the floor when service levels were in detriment.
  • Conducted one on ones with my department to ensure service levels are met.
  • Assist Call Center Manager in reaching service levels of overall Call Center.
  • Coordinate work flow as needed to ensure adequate service levels are maintained.
  • Monitor monthly service levels, call qualities and call volumes.
  • Managed reporting for service levels and staffing needs.
  • Manage call center service levels.
  • Track and monitor service calls to ensure that they are handled in a timely manner and that service levels are met.
  • Coached staff to improve business factors such as KPIs, service levels, call quality, hold time and availability.
  • Send several different reports hourly and bi-hourly to keep management apprised of service levels and other metrics.
  • Managed a 25% reduction in workforce of the Bedford location while maintaining effective customer service levels.
  • Ensured service levels were satisfied by leading floor management and workflow distribution.

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14. Staff Members

high Demand
Here's how Staff Members is used in Call Center Team Leader jobs:
  • Conducted weekly rap sessions with staff members and provided updates to the management regarding issues discussed.
  • Led customer service management initiatives; provided oversight of 150 Staff members and 5 Managers.
  • Provide administrative, clerical, general technical and personal computer support service to staff members.
  • Managed Tier I Service Desk, delegated daily tasking to eight staff members.
  • Trained other staff members to work as a call center customer service agent.
  • Trained and guided new staff members and assigned shadowing with team members.
  • Translated goals and objectives into workable appropriate solutions for staff members.
  • Mentored and trained staff members on an individual and group basis.
  • Administered training for new hires and existing staff members.
  • Help organize orientation and training of new staff members.
  • Train and mentor employees on best practices of telephone customer service and ensure all staff members successfully complete compliance trainings.

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15. Sales Goals

average Demand
Here's how Sales Goals is used in Call Center Team Leader jobs:
  • Lead the team to exceed sales goals & stats as well as ensure new members transition well with the call type
  • Direct and supervise 100+ call center sales and service professionals to meet and exceed sales goals and overall performance.
  • Sell online marketing and reference products to new and existing customers by phone Met or exceeded monthly sales goals
  • Meet and exceed sales goals; consistently receive excellent customer feedback scores.
  • Supervised and monitored monthly sales goals, as well as achieve goals.
  • Manage sales goals for each queue based on Marketing's budget.
  • Make sure to track, maintain and exceed company sales goals.
  • Trained and motivated staff to meet and exceed sales goals.
  • Monitored and maintained monthly sales goals on a daily basis.
  • Exceeded monthly sales goals & objectives.
  • Exceeded sales goals by 5%.
  • Coached team members to exceed defined sales goals and targets Responsible for ongoing training of staff.

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16. Internet

average Demand
Here's how Internet is used in Call Center Team Leader jobs:
  • Supervised Call Center Operations for an inbound customer service call center at an internet and mail based retailer of vitamin supplements.
  • Supervised shift operations for a Customer Service Call Center at an internet based retailer of fine art prints and customer framing.
  • Installed and serviced cable television, high speed internet, wireless networks and digital telephone in customer s homes and businesses.
  • Support for AT&T's U-Verse Service, which includes Internet, television and home phone products.
  • Provided assistance to customers with new and existing orders via the phone and internet.
  • Experienced with Internet, Intranet and E-Mail applications.
  • Greeted customers over phone, email, internet.
  • Used Technologies: MS Window, MS Word and MS Office, Internet, Accounting.
  • Take incoming sales calls for a Comcast vendor selling television, Internet, telephone, and home security.

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17. Special Projects

average Demand
Here's how Special Projects is used in Call Center Team Leader jobs:
  • Complete special projects assigned by supervisor or manager.
  • Fielded and addressed escalated calls related to watch orders and service repairs and handled special projects as directed by upper management.
  • Provided backup and support to others in functional areas and assisted with special projects related to membership information.
  • Assist Sales Manager with special projects and incentives to ensure the department in running accordingly.
  • Assist management team with special projects, research, and department progress and developments.
  • Worked as a lead on special projects within the department as assigned.
  • Assisted Team Leader with various daily operational tasks or special projects.
  • Performed special projects as determined necessary by the Call Center Manager.

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18. Customer Accounts

average Demand
Here's how Customer Accounts is used in Call Center Team Leader jobs:
  • Provided exceptional customer service regarding phone interaction with customers dealing with issues and concerns related to customer accounts.
  • Train agents to efficiently manage E-business customer accounts via portal.
  • Handled business transactions in connection with activation of new customer accounts on a computer terminal.

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19. External Customers

average Demand
Here's how External Customers is used in Call Center Team Leader jobs:
  • Communicated with internal and external customers to accomplish job tasks using company authorized communication tools.
  • Communicate with both internal and external customers to gather project requirements; act as liaison between customers and internal departments.
  • Served as first level escalation contact for internal and external customers requesting to speak to management.
  • Serve as a resource to internal and external customers by obtaining and sharing information.
  • Help external customers to process, locate, and resolve problems with orders.
  • Served as a liaison to both internal and external customers.
  • Resolved escalated calls from Internal and External customers.
  • Diagnose and resolves internal/external customers' needs.
  • Answer support calls for external customers.
  • Received highest level of customer satisfaction ratings from both internal and external customers based on survey results.
  • Assist internal and external customers,perform one 2 one coaching sessions, develop action plan and coaching.

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20. Troubleshoot

average Demand
Here's how Troubleshoot is used in Call Center Team Leader jobs:
  • Provide troubleshooting support, answer and resolve problem that range from basic to complex technical issues related to web-based organizational applications.
  • Call Center-Responsibilities includes general technical inquires and troubleshooting support, along with billing inquires and rate increase explanation.
  • Handled escalations and reservation troubleshooting providing general technical support and answers.
  • Perform basic diagnostic and troubleshooting.
  • Supported vendors using the Vendor Information Portal, and developed troubleshooting instructions to support self serve customers on the web.
  • Served as a point of contact and escalation point for troubleshooting and for higher level staff and system related concerns.
  • Fielded customer inquiries via phone, email, or social media and worked with the customer to troubleshoot issues.
  • Performed extensive troubleshooting and research in Lotus Notes versions 4, 5, 6, 7 and version 8.
  • Assist agents via live chat in troubleshooting numerous wireless voice, data, and telemetry devices using various networks.
  • Assist the Technical Client Support area with online password resets, new access requests and troubleshooting.
  • Go to person for staffs' and clients' questions, troubleshooting, and concerns.
  • Assist customers with online banking, phone banking troubleshooting, balance request and everyday banking needs
  • Worked with team members in troubleshooting and performing root-cause analysis for resolving problems.
  • Take calls from users, troubleshoot the source of problem and document accordingly.
  • Acted as liaison for medical offices to facilitate troubleshooting and problem solving.
  • Handled troubleshooting questions when problems arise and assisting with service questions.
  • Assisted Supervisors with daily floor duties including helping staff troubleshoot.
  • Resolved customer inquiries Troubleshoot minor technical issues with drivers in-car computer system.
  • Managed over 700 CheckPoint firewalls for customers including VPNs, Remote Access, system upgrades, troubleshooting, and performance monitoring.
  • Performed 2nd Level troubleshooting and research with TN3270, Spyware Removal, Microsoft Office and other IBM specific applications.

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21. Medicaid

average Demand
Here's how Medicaid is used in Call Center Team Leader jobs:
  • Processed Florida KidCare applications, renewals, and Medicaid Closures; working supporting documentation; and determined eligibility.
  • Streamlined processes and increased efficiency in our Medicaid trips contracted from Federation Transportation of the Bluegrass.
  • Processed documentation establishing provider billing for Medicaid for 13 states.
  • Handle escalated cases by Center for Medicare and Medicaid Services for enrollment, payment issues, and other general inquiries.
  • Implemented all the policies and procedures training manuals for the new Medicaid and Peach Care for Kids Health Plans.
  • Verified member insurance eligibility for Medicare, CMO, and other Medicaid benefit plans.
  • Processed post 90day transfers, and handled a large volume of Medicaid eligibility issues.
  • Assist with Medicaid claims processing and monitoring customer service reps for Quality Assurance.
  • Assist with developing employee incentives for the FloridaKidCare and Medicaid Options contract.
  • Service Medicare and Medicaid Lines of Business Notable Accomplishment:.
  • Insert insurance and patient demographics, verify Medicaid and Medicare.
  • Processed member enrollments and plan changes for Medicaid recipients.
  • Verify insurance for Medicaid and Chip patients.
  • Processed program documents including applications, invoices, and appeals within identified service level agreement metrics for Medicaid recipients.
  • Research information on Medicaid/Medicare benefits, view claims and direct Health Care Providers with PROMISe.

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22. Action Plans

average Demand
Here's how Action Plans is used in Call Center Team Leader jobs:
  • Improved Team Quality Performance via executed personal action plans providing constructive feedback and one-on-one training.
  • Developed and administrated employee action plans when required.
  • Manage task lists and action plans including following up with key stakeholders and project participants.
  • Demonstrated skills at analyzed trends and assisted in creating action plans that determine a solution.
  • Prepare Appropriate Action Plans as needed.
  • support for restaurants leading the Strike Team meeting coordinating action plans and communications.

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23. Medicare

average Demand
Here's how Medicare is used in Call Center Team Leader jobs:
  • Quote Medicare benefits and coverage information to subscribers and providers
  • Supervised the operational tasks of an inbound Medicare Part D project consisting of a team of 65.
  • Supervised 15 to 20 Customer Service Representatives taking Medicare Part D service claim calls.
  • Assist in processing Medicare Part D claims.
  • Maintain Quality Assurance/Quality Improvement process by ensuring that the agency adheres to Medicare guidelines follows physician orders and completes accurate documentation.
  • Evaluated and assessed Medicare applications applying established medical criteria including risk assessments and acceptance of risk using appropriate insurance industry standards.

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24. Daily Activities

average Demand
Here's how Daily Activities is used in Call Center Team Leader jobs:
  • Promoted to Team Lead from CSR: Responsible for daily activities of the group; served as SME for routine questions/concerns.
  • Oversee daily activities of Call Center staff to contribute to team's success with overall quality rate of 95%.
  • Train new individuals and retraining of existing personnel Assist the manager in planning and controlling daily activities
  • Supported daily activities of Inside Sales Team to ensure customer expectations and internal requirements are met.
  • Assist in managing the RD (Resource Desk) team with their daily activities and duties.
  • Monitored the daily activities of 17 pharmacy technicians in the call center.
  • Preside over daily activities in absence of Call Center supervising 10 individuals.
  • Supervised the daily activities of a team of Call Center Representatives.
  • Monitored the daily activities of a customer support team.

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25. Performance Management

average Demand
Here's how Performance Management is used in Call Center Team Leader jobs:
  • Applied performance management to ensure enhanced customer satisfaction and adherence to departmental service standards.
  • Monitored the personnel using performance management to ensure a productive work environment.
  • Spearhead performance management, including creating performance improvement plans when necessary.
  • Apply timely performance management standards and processes.
  • Handle training, on boarding, coaching of all agents and all aspects of employee performance management.
  • Processed annual reviews for all staff member via PMP (Performance Management Program).
  • Performed supervisory duties including training, performance management and disciplinary actions Handled dissatisfied customer calls in supervisory capacity Developed various procedural manuals

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26. Monthly Reports

average Demand
Here's how Monthly Reports is used in Call Center Team Leader jobs:
  • Generated and distributed daily and monthly reports and order acknowledgments to appropriate personnel.
  • Created and ran daily, weekly and monthly reports using Microsoft Excel, Word and Outlook.
  • Extract, compile, and analyze data to generate daily, weekly, and monthly reports.
  • Maintained monthly reports and prepared performance reports for employees to be submitted to management.
  • Compiled daily, weekly and monthly reports to Call Center Manager and Field Supervisors.
  • Developed and presented monthly reports for management - Responsible for in service training.
  • Provide detailed monthly reports, including performance and attendance, to senior management.
  • Prepare annual appraisals, bi-annual developing plans, and monthly reports.
  • Analyzed and audited financial data and weekly and or monthly reports.
  • Prepare and submit monthly reports and relevant statistics.
  • Provide monthly reports that reflect agent performance.
  • Generate weekly or monthly reports.
  • Computed Data Reports Provided required weekly and monthly reports to management showing phone stats and agents quality scores.
  • Compiled and analyzed data from monthly reports to prepare call tracking logs.
  • Complete daily, weekly and monthly reports to assist with floor management.
  • Generated daily and monthly reports using an Excel spreadsheet.

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27. HR

average Demand
Here's how HR is used in Call Center Team Leader jobs:
  • Report to senior management on team accomplishments, achievements and productivity Investigated and resolved problems escalated through lower-level staff members.
  • Managed employee performance through appraisal administration, developmental plans, disciplinary action, incentive plans, and recognition.
  • Motivated team members to strive for high call quality and increased productivity through personal interaction and incentives.
  • Provided documents performance feedback through side-by-side coaching, performance reviews, and goal setting and deficiency management.
  • Provided weekly and monthly coaching to associates regarding key performance indicators through observation and one-to-one coaching.
  • Identified system and operational problems through analysis of current processes, recommended solutions and improvements.
  • Maintained attendance and performance measurements on representatives to ensure HR policies and procedures were consistent.
  • Utilized customer feedback, increasing customer satisfaction as well as loyalty through effective complaint resolution.
  • Provided outstanding customer service through polite and timely customer interaction.
  • Provided complaint resolution and HR administration support to start-up business.
  • Trained and motivated staff through department incentives for sales/referrals
  • Monitor productivity and performance effectiveness through call observations.
  • Increased productivity through positive reinforcement.
  • Strengthened hiring practices through collaborating with Senior Management to revise interview questions and guidelines for CSR and Call Center Manager roles.
  • Increase the customer service by providing information on new products, rate plans, and services through up selling opportunities.
  • Provide assistance to HR and Management issuing corrective actions, ensuring staff compliance with company's policies and general guidelines.
  • Issue and follow up on specific instances of call center policy violations; tracking violations through agent- specific HR documents.
  • Assist team in achieving their career goals and reaching their expected departmental goals through one on one coaching and development.
  • Evaluated and assessed agents time, type of call, or all calls with enhanced screen capture synchronized with audio.
  • Managed a team of 25 employees that consistently exceeded goals and expectations through goal setting, coaching and mentoring.

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28. Escalation Calls

average Demand
Here's how Escalation Calls is used in Call Center Team Leader jobs:
  • Handled escalation calls by researching account inquiries, adjustments and modifications.
  • Accept and handle customer escalation calls, suspicious calls and Business Online Banking calls to completion.
  • Handle escalation calls as needed to provide resolutions to Wells Fargo team members.
  • Assist retention teams as final manager for call center supervisors during escalation calls.
  • Promoted to Team Lead stand-in and handled escalation calls and Tier-II support calls.
  • Minimized customer escalation calls by 10%.
  • Performed retention calls and took escalation calls.
  • Take escalation calls from the customers.
  • Assisted CSR's with their daily inboundcalls, computer issues and handled escalation calls.

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29. Quality Standards

average Demand
Here's how Quality Standards is used in Call Center Team Leader jobs:
  • 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.
  • Assist in monitoring and consistent improvement of quality standards and agents' performance goals.
  • Verified sales to insure compliance with quality standards in 120 seat call center.
  • Monitored and provided feedback and coaching of team members per the quality standards.
  • Monitor calls and metrics; provide feedback and coaching per the quality standards.
  • Assist in maintaining and improving quality standards, developing, and coaching agents.
  • Monitor interaction between staff and callers to ensure quality standards.
  • Implemented new quality standards training and incentives to reduce abandon rate from 8.7% to 4.9%.

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30. Corrective Action

low Demand
Here's how Corrective Action is used in Call Center Team Leader jobs:
  • Prepared warnings and communicated effectively with employees on warnings and made effective/appropriate decisions relative to corrective action as required.
  • Prepared Performance Improvement Plans, and made appropriate decisions relative to corrective action
  • Created Action Plans aimed at improving agent performance via Corrective Action and counseling for monthly metrics and attendance.
  • Escalate performance issues, as observed, to the Call Center Supervisor for corrective action as required.
  • Trained and coached staff for corrective action, development and improvement skills.
  • Coach staff on performance issues as well as the corrective action process.
  • Write and deliver performance appraisals and deliver corrective action as needed.
  • Maintain performance records and if needed provide corrective action.
  • Take prompt, decisive and corrective action to rectify any staff shortcoming.

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31. SLA

low Demand
Here's how SLA is used in Call Center Team Leader jobs:
  • Managed and monitored call center performance tools to ensure our SLA s were met every day.
  • Mentored staff to reach and maintain department goals and Service Level Agreements (SLA).
  • Performed trend analysis for reporting SLA (Service Level Agreement) metrics.
  • Generate daily agent productivity reports, escalation reports, SLA reports.
  • Assisted with incoming call overflow to maintain department SLA's.
  • Translated material used for training purposes from English to Spanish.
  • Assist in preparing portions of SLA management reports.
  • Keep track of queue and status of agents on phone to ensure SLA's are being met.
  • Maintain SLA, Al & AHT, Make Team Performance Tracker.
  • Spearheaded SLA deliverables and escalation management while ensuring customer satisfaction and support team development.

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32. Daily Operations

low Demand
Here's how Daily Operations is used in Call Center Team Leader jobs:
  • Supervised the daily operations of Call Center activities while performing customer-oriented telephone activities and various background operations duties.
  • Supported daily operations of department by actively providing direction and communication to the team.
  • Oversee the daily operations of the Call Center to ensure all policies and procedures are followed while responding to inbound/outbound calls.
  • Supervised the daily operations of a 12- seat call center that provides assistance to customers seeking continuing adult education courses.
  • Worked directly with upper management in daily operations of branch offices, as well as oversee branches when needed.
  • Assist in daily operations of MCA Call Center including the management of incoming Call Center staff and remote staff.
  • Worked closely with management to achieve team and department goals; supervised shift personnel in daily operations.
  • Coordinated and supervised daily operations of the technical support team with the goal of improving production.
  • Supervised daily operations of Call Center team.

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33. Csrs

low Demand
Here's how Csrs is used in Call Center Team Leader jobs:
  • Provide support to CSRs by providing coaching, instruction, direction, and resolution.
  • Assist CSRs in daily task, questions, escalated calls, and project assignment.
  • Supervised staff of ten CSRs taking inbound Customer Service calls for paging services
  • Set goals for call center csrs concerning call and quality metrics.
  • Assist CSRs with calls and questions
  • Directed workflow for 12 full-time CSRs.

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34. Performance Feedback

low Demand
Here's how Performance Feedback is used in Call Center Team Leader jobs:
  • Provide consistent, balanced and timely performance feedback on service professional performance.
  • Initiated statistical and performance feedback and coaching on a regular basis to each team member.
  • Developed staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance development plans
  • Communicated clear performance objectives to agents and provided continual performance feedback regarding their productivity.
  • Identified employee developmental needs and competencies by providing daily performance feedback.
  • Provided employees with regular performance feedback and ongoing skill development opportunities.

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35. Regular Basis

low Demand
Here's how Regular Basis is used in Call Center Team Leader jobs:
  • Assisted with implementation, documentation, training and roll out of new clients to the team on a regular basis.
  • Coached team members on their performance on a regular basis, and write and deliver bi-annual performance appraisal.
  • Conduct team meetings on a regular basis.
  • Set employee objectives, evaluated and provided feedback on a regular basis through individual performance evaluation.
  • Administered various medications; including psychotropic medications to residence on a regular basis.
  • Administered checkout stations on regular basis.

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36. Disciplinary Actions

low Demand
Here's how Disciplinary Actions is used in Call Center Team Leader jobs:
  • Work with Human Resources to deliver performance evaluations and any required disciplinary actions as needed.
  • Reviewed results with the employee and implemented any required disciplinary actions.
  • Performed disciplinary actions, as necessary.
  • Handled disciplinary actions of drivers, and employees under my supervision.
  • Issue disciplinary actions as warranted.
  • Resolved issues in a professional and timely manner and implemented all disciplinary actions in accordance with company policy and ensure consistency.

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37. Product Knowledge

low Demand
Here's how Product Knowledge is used in Call Center Team Leader jobs:
  • Served as product knowledge / subject matter expert to all policies, procedures, and government regulations.
  • Conducted ongoing training programs, including retaining sales, telephone techniques, and product knowledge.
  • Managed multiple departments ensuring pricing accuracy, maintaining inventory levels, displaying product knowledge and effectively teaching others about the products.
  • Fostered ongoing business relationships by enhancing customer product knowledge and empowering them to make informed decisions resulting in product purchases.
  • Developed product knowledge and made recommendations to customers based upon customer goals and contraindications to conditions or medications.
  • Supported management in maximizing productivity through product knowledge, customer service and meeting key store initiatives.

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38. Ensure Compliance

low Demand
Here's how Ensure Compliance is used in Call Center Team Leader jobs:
  • Monitor calls for quality to ensure compliance with established standards and performance effectiveness.
  • Review office accounting records under the direction of the Finance Manager to ensure compliance with Accounting Standard Operating Procedures.
  • Conducted team meetings on policy and procedure to ensure compliance with company standards per federal and banking regulations.
  • Monitored all daily activity of staff to ensure compliance for all call center objectives.
  • Reviewed work product to ensure compliance with existing TSC policy and standards.
  • Conducted audits to ensure compliance with investor and insurer guidelines.

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39. KPI

low Demand
Here's how KPI is used in Call Center Team Leader jobs:
  • Gather data for Key Performance Indexes (KPI) and utilize to strengthen team skills.
  • Monitored chat specific KPI's.
  • Tracked and maintained KPIs that were then used to further train and coach members of the call center team.
  • Direct management of supervisors in assigned accounts with overall accountability for service delivery, KPI attainment, and client satisfaction.
  • Established standardized KPI reports for individual agent and overall call center operations.
  • Designed and implemented metrics-based compensations models, improving KPI compliance.

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40. CRM

low Demand
Here's how CRM is used in Call Center Team Leader jobs:
  • Assisted in company transition/integration from Sugar CRM to SalesForce CRM.
  • Utilized Call Center and CRM software.
  • Follow procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s).
  • Worked collaboratively with Call Center Team Leads to develop workflows and training documents for the CRM system.
  • Directed Delivery Team of 126 individuals in engineering quality assurance and operational and sales support to CRM and project management.
  • Work collaboratively with Division Directors and Commissioners overseeing the development of an Enterprise CRM strategy based on current pilot results.

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41. Schedule Adherence

low Demand
Here's how Schedule Adherence is used in Call Center Team Leader jobs:
  • 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
  • Cross-trained over 50 staff members Monitor and enforce schedule adherence and ensure accurate account for payroll hours.
  • Conducted bi-weekly team meetings to provide feedback related to quality assurance, productivity, schedule adherence and department objectives.
  • Coached/Developed coordinators to balance their time appropriately which allowed the customer service representatives to adhere to schedule adherence targets.
  • Monitored call volume to ensure proper accessibility service levels and schedule adherence.

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42. New Agents

low Demand
Here's how New Agents is used in Call Center Team Leader jobs:
  • Created special training material to be used with the training of new agents.
  • Trained new agents who were new to a call center environment.
  • Assist in training new agents within the call center.
  • Trained new agents on soft skills, system usage
  • Trained and assisted the new agents.
  • Managed teams of 21 agents Monitored quality and technical knowledge Trained new agents in a classroom setting Helped open new programs

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43. Customer Information

low Demand
Here's how Customer Information is used in Call Center Team Leader jobs:
  • Collected customer information as data.
  • Use computer systems to research customer information.
  • Utilize RQ4 and Salesforce to collect customer information.
  • Managed a team of Executive Service Representatives that received all customer escalations within the Customer Information Center.
  • Input customer information in Excel spreadsheet Communicated effectively with customers to guarantee accuracy of account information.
  • Handled customer transactions, filed customer information, and solved all problems efficiently and effectively.

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44. Key Performance Indicators

low Demand
Here's how Key Performance Indicators is used in Call Center Team Leader jobs:
  • Manage and track agents key performance indicators to ensure that the Contact Center needs are met.
  • Utilize Key Performance Indicators (KPI) to effectively manage teams.
  • Tracked and reported team key performance indicators.MISCELLANEOUS EMPLOYMENT:
  • Exceeded all Key Performance Indicators for this position
  • Ensured production goals are achieved by prioritizing daily functions according to volumes exceeding key volume indicators and hitting key performance indicators.
  • Identify and manage key performance indicators to evaluate productivity and determine pro-active plan and goal adjustments when necessary.

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45. Avaya

low Demand
Here's how Avaya is used in Call Center Team Leader jobs:
  • Resolved department technical issues when they occurred, including SAP, IMSPROD, PEB and Avaya.
  • Developed and lead an eight person team for the Avaya IMAC Coordination Desk.
  • Worked with the Variant scheduling products and Avaya for over eleven years.
  • Trained and familiar with Avaya, UCSW, TPX, NASCO, Microsoft Word and Excel, Lotus Notes.
  • Use applications such as Avaya, Etime, Microsoft Office software and NICE.
  • Use of Avaya and Genesys elaborate phone systems.
  • Used applications such as Avaya, Kronos and Ultraselect.

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46. Powerpoint

low Demand
Here's how Powerpoint is used in Call Center Team Leader jobs:
  • Perform new employee orientations using PowerPoint presentations.
  • Work on assigned special projects using numerous Microsoft Office programs such as Excel, Word, PowerPoint, and Outlook.
  • Use of windows based computers, Microsoft Word, Excel and PowerPoint software applications.
  • Created PowerPoint presentations for system enhancement trainings.
  • Create documents, memos, and reference sheets using Excel, PowerPoint, and Visio.
  • Prepared and conducted classes on topics such as security, personnel/equipment safety, and daily operations using Microsoft PowerPoint.

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47. Direct Reports

low Demand
Here's how Direct Reports is used in Call Center Team Leader jobs:
  • Communicate with direct reports on a daily basis, written communication weekly and monthly one on ones.
  • Managed 42 direct reports (Union Employees) in a virtual environment and Call Center environment.
  • Coached, developed and trained all direct reports, and wrote monthly and yearly associate reviews.
  • Maintained weekly performance evaluations, audits goals and expectations from direct reports to staff.
  • Hired, evaluated, promoted and dismissed direct reports as appropriate.
  • Write and conduct performance evaluations of direct reports.
  • Manage direct reports to metrics.

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48. Customer Questions

low Demand
Here's how Customer Questions is used in Call Center Team Leader jobs:
  • Supervised and coordinated the activities of team members engaged in responding to customer questions, complaints and requests for information.
  • Answer customer questions concerning their accounts and billing information.
  • Resolved escalated customer questions, issues and complaints.

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49. Appropriate Changes

low Demand
Here's how Appropriate Changes is used in Call Center Team Leader jobs:
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Checked to ensure that appropriate changes were made to resolve customers' problems.

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50. Hipaa

low Demand
Here's how Hipaa is used in Call Center Team Leader jobs:
  • Completed filing and storage of all mailed in and electronic medical records once processed in accordance with HIPAA regulations.
  • Designed and implemented training to increase employee engagement, enhance customer service, and ensure compliance with HIPAA.
  • Educate agents and providers regarding HIPAA, Privacy Policy and Provider agreements.
  • Answered questions regarding health insurance, while maintaining knowledge of HIPAA laws, and healthcare laws.
  • Required to have accuracy and speed entering information for the member into computer based systems while closely adhering to HIPAA policy.
  • Maintain personal and team adherence to all CMS, ACHA, HIPAA, state and federal regulations, policies and procedures.

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20 Most Common Skill for a Call Center Team Leader

Customer Service24.5%
Phone Calls11.7%
Supervisor Calls8.5%
Outbound Calls4.7%
Performance Reviews4.6%
Technical Support4.5%
Data Entry4.1%
Customer Complaints4%

Typical Skill-Sets Required For A Call Center Team Leader

RankSkillPercentage of ResumesPercentage
1
1
Customer Service
Customer Service
17.6%
17.6%
2
2
Phone Calls
Phone Calls
8.4%
8.4%
3
3
Supervisor Calls
Supervisor Calls
6.1%
6.1%
4
4
Outbound Calls
Outbound Calls
3.4%
3.4%
5
5
Performance Reviews
Performance Reviews
3.3%
3.3%
6
6
Technical Support
Technical Support
3.3%
3.3%
7
7
Data Entry
Data Entry
3%
3%
8
8
Customer Complaints
Customer Complaints
2.9%
2.9%
9
9
Company Policies
Company Policies
2.8%
2.8%
10
10
High Volume
High Volume
2.5%
2.5%
11
11
Process Improvement
Process Improvement
2.4%
2.4%
12
12
Training Programs
Training Programs
2.4%
2.4%
13
13
Service Levels
Service Levels
2.3%
2.3%
14
14
Staff Members
Staff Members
2%
2%
15
15
Sales Goals
Sales Goals
1.8%
1.8%
16
16
Internet
Internet
1.7%
1.7%
17
17
Special Projects
Special Projects
1.6%
1.6%
18
18
Customer Accounts
Customer Accounts
1.5%
1.5%
19
19
External Customers
External Customers
1.4%
1.4%
20
20
Troubleshoot
Troubleshoot
1.3%
1.3%
21
21
Medicaid
Medicaid
1.3%
1.3%
22
22
Action Plans
Action Plans
1.3%
1.3%
23
23
Medicare
Medicare
1.3%
1.3%
24
24
Daily Activities
Daily Activities
1.2%
1.2%
25
25
Performance Management
Performance Management
1.2%
1.2%
26
26
Monthly Reports
Monthly Reports
1.1%
1.1%
27
27
HR
HR
1.1%
1.1%
28
28
Escalation Calls
Escalation Calls
1.1%
1.1%
29
29
Quality Standards
Quality Standards
1.1%
1.1%
30
30
Corrective Action
Corrective Action
1.1%
1.1%
31
31
SLA
SLA
1.1%
1.1%
32
32
Daily Operations
Daily Operations
1%
1%
33
33
Csrs
Csrs
0.9%
0.9%
34
34
Performance Feedback
Performance Feedback
0.9%
0.9%
35
35
Regular Basis
Regular Basis
0.9%
0.9%
36
36
Disciplinary Actions
Disciplinary Actions
0.9%
0.9%
37
37
Product Knowledge
Product Knowledge
0.9%
0.9%
38
38
Ensure Compliance
Ensure Compliance
0.9%
0.9%
39
39
KPI
KPI
0.8%
0.8%
40
40
CRM
CRM
0.8%
0.8%
41
41
Schedule Adherence
Schedule Adherence
0.8%
0.8%
42
42
New Agents
New Agents
0.8%
0.8%
43
43
Customer Information
Customer Information
0.8%
0.8%
44
44
Key Performance Indicators
Key Performance Indicators
0.8%
0.8%
45
45
Avaya
Avaya
0.8%
0.8%
46
46
Powerpoint
Powerpoint
0.7%
0.7%
47
47
Direct Reports
Direct Reports
0.7%
0.7%
48
48
Customer Questions
Customer Questions
0.7%
0.7%
49
49
Appropriate Changes
Appropriate Changes
0.7%
0.7%
50
50
Hipaa
Hipaa
0.7%
0.7%

27,985 Call Center Team Leader Jobs

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