We all know that Team Leaders are being pulled in more directions than ever before – resulting in losing far too much time to firefighting, often at the expense of coaching, developing, and supporting their team of advisors.
But it doesn’t have to be this way! Thanks to a solution that’s gaining traction right now – the introduction of a Smart Team Leader.
This dedicated role is designed to take some of the pressure off, whilst also bringing consistency and fairness to end-to-end people management.
So how does it all work under the bonnet? We spoke to the team at Citizens Advice Gateshead to find out what a Smart Team Leader really does and the benefits it can bring across your contact centre.
Why Do You Need a Smart Team Leader?
…To Save Your Team Leaders From Never-Ending Interruptions
By having someone dedicated to handling personal issues across the team (big or small), Team Leaders can log in on time and focus on what really matters: coaching, supporting advisors, and driving performance.
“Every Team Leader’s day is interrupted by an awful lot of little things, and those little things tend to be weighted towards the start of a shift.
Those conversations can completely derail a Team Leader’s morning or even a full day, which is where the Smart Team Leader role really makes a difference.” – John Pearson, Contact Centre Manager at Citizens Advice Gateshead
…To Remove Any Negative Perceptions of “People Getting Away With Things”
Another major win is consistency – for everyone!
Advisors always know that someone is available and any follow-up actions will be completed promptly. A situation never has to be an afterthought for a busy Team Leader to try and cram into their morning.
All of which helps to manage perceptions around fairness and nip any issues in the bud about some people “getting away with things”.
…To Reduce Operational Risk
By centralizing these responsibilities, the Smart Team Leader frees up time while also ensuring the right level of support and accountability is maintained.
Equally, senior managers gain transparency and early visibility of risks from a single point of contact, and HR queries are streamlined, communication is clearer, and there are fewer surprises.
Therefore, the role also reduces organizational risk by ensuring performance and disciplinary processes are handled consistently, in line with HR guidance and employment law.
From both a staff and business perspective, this significantly lowers the risk of any missteps.
For more information from John, watch the video below where he talks to Megan Jones about the big impact of their bold choice:
For advice to nurture resilient contact centre team leaders, read our article: How to Coach Resilient Contact Centre Team Leaders
What Does a Smart Team Leader Do Day-to-Day?
Here’s a useful round-up of the key tasks and responsibilities that make up the full-time role of a Smart Team Leader:
Run a Helpline
They manage a dedicated helpline, set up and shared with all advisors and Team Leaders. The line is open from 8:00am to 5:30pm and acts as the first point of contact for issues such as lateness, absence, IT problems, emergencies, or dependency leave.
Each call is recorded, and follow-up meetings are arranged as required. Over time, this also helps identify patterns and recurring issues, enabling proactive intervention.
Manage Wellness, Personal Improvement, and Probation Reviews
A large part of the role is focused on executing wellness action plans, reasonable adjustments, personal improvement plans, and even handling probation reviews.
“We quickly realized that it made sense for me to take over the probations, because if a Team Leader is passing that advisor’s probation and then a performance issue emerges, then it comes my way anyway, so it felt appropriate for me to do the probation reviews as well and manage that journey from the very start.
This approach also allows for more honesty in the process, because when the Team Leaders are the ones doing the training, advisors don’t typically like to be too vocal about anything that might need improving.” – Beth Gill, Smart Team Leader at Citizens Advice Gateshead
Be on Standby Emergency Emotional Support
The Smart Team Leader is also available for emergencies – for example, when an advisor is struggling after an emotionally challenging call.
Report Trends to Upper Management
They take the lead on regular reporting too, to keep senior leaders informed of potential risks, wellbeing concerns, and ongoing issues within the advisor population.
The Smart Team Leader also works closely with HR to ensure policies, processes, and employment law requirements are followed consistently.
Manage Difficult Conversations Without Fear or Bias
Difficult conversations are part of work life – but they’re also the ones Team Leaders often dread, especially with long-standing team members who feel more like close friends.
The Smart Team Leader removes that emotional barrier. They can be empathetic when needed, but also direct and decisive when required – without worrying about upsetting their friends or showing favouritism.
Empathy isn’t just smart for service. It’s smart leadership. For advice on using this in contact centres, read our article: How to Limit Agent Burnout With Empathy-Led Leadership
How to Get Started With Smart Team Leaders in Your Contact Centre
Want to get started with appointing a Smart Team Leader in your contact centre? Here are some FAQs to help:
How Many Smart Team Leaders Do I Need?
At Citizens Advice Gateshead, one full-time Smart Team Leader supports approximately 70 advisors, whilst working Monday to Friday, 9–5. Then other Team Leaders step in to cover during their annual leave.
It’s worth noting that the role can feel overwhelming at first, as introducing a Smart Team Leader often uncovers many small issues that previously went unnoticed. However, once the role settles into a rhythm, the ratio stands firm.
What Key Traits and Skills Make for an Amazing Smart Team Leader?
The ideal candidate is already a strong Team Leader, who has completed leadership training and has excellent communication skills.
Emotional resilience is essential too! The role involves difficult conversations, so the ability to compartmentalize, emotionally reset, and not be too proud to seek support for themselves when needed is critical.
Above all, the Smart Team Leader should be a natural people person who genuinely enjoys supporting others. Chances are, you already have someone who springs to mind!
What Are Some of the Key Do’s and Don’ts to Keep in Mind?
Do! Always Follow Up
Consistency is everything. If you say you’ll do something, follow through.
Don’t! Assume Everyone’s Going to Be on Board Straight Away
Change can be uncomfortable, particularly when advisors have strong relationships with their Team Leaders. Expect some initial resistance.
Do! Communicate Your Plans Well in Advance
Clear communication is critical. Explain why the role is being introduced, what it will involve, and who will be doing it.
Ahead of launch, make time for the Smart Team Leader to introduce themselves and explain the role to kick-start that familiarity and trust too.
Do! Make Sure Advisors Understand It’s a Support Function
The Smart Team Leader exists to support, not punish.
Take time to reinforce that the role is about helping people do a good job, feel supported at work, and deliver the best outcomes for customers. Face-to-face introductions, team visits and ongoing communication all help make the Smart Team Leader feel approachable.
It’s All About Enabling Your Team Leaders to Do Their Core Job Better
The Smart Team Leader role isn’t about stripping responsibility from Team Leaders – it’s about giving them some much-needed breathing space to excel in their core job role.
“Our Team Leaders now have more space to coach and develop their agents and really drive engagement and performance. Within the first year of the Smart Team Leader process, we tracked over 300 hours of additional coaching completed, which is a fabulous investment in supporting our frontline staff.” – John Pearson, Contact Centre Manager at Citizens Advice Gateshead
For contact centres struggling with workload, fairness, or wellbeing challenges, appointing a Smart Team Leader could be just the change needed to take some of the pressure off! Isn’t it high time you appointed one in your contact centre?
For more information to help you develop strong leadership in your contact centre, read these articles next:
- Turn a Bad Team Leader Into a Good Team Leader
- Which Soft Skills Do CX Leaders Really Need?
- Is Supervisor Drift Compromising Contact Centre Performance?
Author: Megan Jones
Reviewed by: Jo Robinson
Published On: 25th Feb 2026
Read more about - Call Centre Management, Employee Experience (EX), John Pearson, Leadership, Organisational Structure, Skill Development, Team Management, Top Story
