Team Leader: Example Job Description


A Team Leader, who is often known as a supervisor or a team manager, is responsible for managing a team of Advisors.

This team would typically consist of 8-12 Advisors, helping them to meet targets while reviewing performance and coaching them also.

A full list of duties, including ensuring that Advisors adhere to company polices like attendance, is listed below.


  • Work closely with the team, motivating and coaching them
  • Hosting 1-2-1’s and team meetings
  • Keeping up to date with business development and new product lines
  • Reporting to the Customer Service Manager
  • Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
  • Ensure training and development plans are maintained for all team members
  • Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
  • Manage the fair and consistent application of performance management and disciplinary measures as necessary
  • Support the Operations Manager to highlight operational risks and areas for improvement
  • Lead and inspire a team of sales agents to deliver excellent levels of individual/team performance and customer satisfaction
  • Support the Head of Sales to deliver business targets and objectives and create a performance orientated culture
  • Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
  • Work with the management team to identify and deliver positive change and business efficiencies
  • Deliver the allocated part of the operation within agreed budgets, service levels and business targets
  • Escalate any appropriate problems to senior management
  • Support the Senior Manager to highlight operational risks and areas for improvement

Required Skills and Experience:

  • Team management experience
  • Coaching and communication skills
  • Minimum of 2 years’ experience within a contact centre environment as a Team Manager
  • Experience within customer services
  • Excellent leadership and communication skills
  • Strong coaching and people-development skills through call listening, quality feedback, etc.
  • Ability to deal with demanding customers and escalations
  • Energetic and motivating individual
  • Creative thinking
Author: Rachael Trickey

Published On: 24th Jun 2017 - Last modified: 19th Sep 2019
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