What Is a Team Leader (TL)? Related Articles 9 Important Team Leader KPIs What’s the Best Team Leader to Agent Ratio in the Contact Centre? How to Prepare Agents for Team Leader Roles Train Team Leaders Well © Vlad Chorniy - Adobe Stock - 176286777 5,274 Filed under - Definitions 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) Author: Robyn Coppell Published On: 6th May 2022 - Last modified: 10th May 2022 Read more about - Definitions Recommended Articles 9 Important Team Leader KPIs What’s the Best Team Leader to Agent Ratio in the Contact Centre? How to Prepare Agents for Team Leader Roles Train Team Leaders Well Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter