Team Leader

A call centre Team Leader is the person directly responsible for managing a team of call centre agents.

Call Centre Team Leaders (aka Contact Centre Team Leader or Supervisor) have the enviable task of trying to improve the performance of each individual employee to help meet the organisation’s goals and complete a range of administration and management tasks.

Oh, and also be product and systems experts.

And take escalations.

Run reports.

Be a counsellor.

Run reports.

Manage sick leave and so on.

How hard could that be?

How many staff do call centre Team Leaders normally manage?

Ratios are Team Leaders to agents are typically between 1:10 to 1:16.

In fact, according to a recent contact centre industry survey in 2019, the average contact centre team size is 11.7 agents with 13-15 agents the most common.

The actual ratio can be influenced by:

  • The complexity of the call centre role (more complex = less direct reports)
  • Duties (refer below where some Team Leaders do everything, some just focus on coaching)
  • Industry type

One thing that is consistent though is that both contact centre Team Leaders and agents prefer smaller team sizes.

What are the normal duties of a Call Centre Team Leader?

In nearly every call centre I’ve been to the Team Leaders work dam hard.

In fact, you would be hard-pressed to find a role in the call centre that works harder and the most common complaints from Team Leaders is never having enough time.

Just check out this list:

  • Develop Staff
  • Support Staff
    • Handle escalations
    • Provide answers and guidance to staff
    • Support agents to perform their job
  • Be a Manager
    • Lead and Inspire
    • Communicate company news
    • Facilitate meetings
  • Do Admin
    • Leave approvals
    • Payroll information
    • Rosters
    • Approve transactions
  • Self Development
    • Attend briefings
    • Management training
    • Improve technical skills
  • Other
    • Take overflow calls
    • Help with R&R
    • Organise engagement activities

In some centres, call centre Team Leaders are expected to perform all of the above duties.

Perhaps now you get a feel for why they are possibly the most important people in your call centre!

What KPIs do call centre Team Leaders have?

Again, it depends on a range of factors and the objectives of the broader business.

For call centres that have a big focus on quality, Team Leaders often have KPIs on the amount of coaching they perform as well as the average quality score across the entire team.

Some centres will have productivity targets with a focus on AHT, Attendance and Adherence which the Team Leader has some influence on.

There can also be targets on NPS, Staff Satisfaction Survey results and more.

Of course, some call centre Team Leaders have nothing (about 18% if you read below).

Like any Key Performance Indicators, thought should be put into selecting KPIs that are going to drive the right behaviours in your centre.

Want Team Leaders to focus on coaching for example?

Have a KPI on the minimum hours they need to spend coaching each week.

According to the latest Australian Contact Centre Industry Best Practice 2020/21 report, 82% of Team Leaders had specific KPIs with the top 5:

  1. Quality and Coaching
  2. Financial
  3. Voice of the Customer (e.g. NPS, CSAT, CES etc)
  4. Efficiency (e.g. AHT, ATT, ACW etc)
  5. Service Levels  (e.g GOS, ASA, Abandoned Calls etc)

We said it’s tough remember?

The latest industry data suggests there is a misalignment between duties which are considered important, and the Team Leaders actual capability.

The top 5 areas Team Leaders need to improve their capability is:

  1. Coaching and development
  2. Reporting and analysis
  3. Personnel issues (absenteeism, managing staff issues)
  4. Leadership
  5. Quality assurance

Based on the above, it’s probably a good time to mention our courses specifically for developing New & Emerging Leaders and existing Contact Centre Team Leaders >

Average Salaries of a Team Leader in Australia

The last contact centre industry survey in 2020 revealed that the average base salary for a call centre team leader (excluding superannuation) was:

  • Customer Service Team Leader – $74,500 + Super + average $4,500 bonus
  • Sales Team Leader – $74,800 + Super + average $9,800 bonus
  • Helpdesk Team Leader – $76,500 + Super + average $5,000 bonus
  • Market Research Team Leader – $71,000 + Super + average $3,750 bonus

The top performer bonus across all Team Leader roles ranged from $4,000 to $18,500

Recruitment for high-quality Team Leaders is a real challenge in Australia, particularly Sales and Helpdesk Team Leaders.

If you are recruiting for these roles, make sure you engage a recruitment agency with specific experience in the contact centre industry (you can search a list of specialist contact centre industry recruitment agencies here >).

Recommended further reading:

Fast-track development of your Contact Centre Team Leaders:

  • We provide specialist training courses for Contact Centre Team Leaders of all skill sets and experience. Search our courses >
  • Need some help professional help getting the right KPI’s, structures and processes in place for your Team Leaders? Visit our CX Consult website>>>