In a contact centre the term TL refers to team leader. A team leader is another word for team manager or supervisor.
A team leader will typically look after between 6 and 20 agents (or advisors)
The role is quite varied and will tend to include:
- Day-to-day team management
- Coaching of the team
- Acting as a front-line point of help for difficult customer queries
- Leading daily briefing sessions (often referred to as huddles)
