What Is a Team Leader (TL)?

Leadership, success, and teamwork concept
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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
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