I would like to know the international standards regards the number of agents one Team Leader can effectively supervise. What is too much for one Team Leader and what other practices can we benchmark against?
I was fortunate to recently manage a company call centre where the team leader to agent was 1:6 and what a big difference it made in morale, motivation and performance. If a TL has 100% of his time dedicated to leading the team you could probably do 1:15 but in my experience you get dragged into projects and other distractions. So, a team lead can easily manage a team of 8-10 agents with his/her full attention.
Answer thanks to Yasser Altaf.
I have handled 39 agents in my team for 6 months. We were working for a technical helpline(airtel gprs connectivity). Most important factor is relationships with the team member, if your team supports you can handle this amount very easily. In every team you will get 50% agent smart n rest need to make smart, Agents make mistake, but in this situation when they think TL in no more gonna leave me, on this situation u need to treat them smiling n caring, makes you more than a TL.
Answer thanks to Mukesh
An opportunity to work in those situations. I started as a TL for Convergys corp and worked up to Operations Manager. For most clients, the ratio tends to hang around 1 TL for every 15 agents. What you will find, centers will push for more agents per TL, thus reducing costs. Effectively, 18 agents should be max. For a new TL, I would suggest 12, but we don’t live in Disney World.
Anyone that says less than 1:12 is not or has not really worked as a traditional team leader in leading outsourcing centers such as Convergys, Sitel, West, Teletech, Sykes, etc. Granted, KUDOS to those guys that got easy street with 5 or 8!
I managed effectively because of the relationship I built with my team, it boils down to just that. Anyone that says otherwise is a fool. You get more work out of your team if you assist them and help them when needed. TL’s that tend to hang out in the coffee/break room and sit and complain about the workload aren’t really doing their jobs. Been there, done that.
Now, what will you do as a TL one poster asked. I can’t say for every single call center out there, but expect a lot of call monitoring for quality, a lot of coaching and a lot of systems/reports. More than likely, you will run some sort of program/s that monitor efficiency on a day to day basis. You will also obtain reports regarding their efficiency. Universally speaking, there is always things such as PTV (phone time variance), Schedule Adherence, AHT (average handle time) and probably most important, quality. Depending on what type of business it is, this is going to be the big thing there. Monitoring the calls, scoring the calls, coaching the agents for performance. Build a good relationship with your agents, let them know you care, and most of these fall in to place. Let them know what the metrics for your site are, show them where they are at, where they need to be and most importantly, HOW to get there. They will do it. Hope any of this helps
Answer thanks to Anonymous.