What’s Really Holding CX Team Leaders Back?

Team leaders sit at the heart of any contact centre operation. They’re the frontline managers who help ensure service levels are met, agents are supported, and customers receive a consistent experience.

Despite their pivotal role, many team leaders are struggling to reach their potential. Yet the problem is not a lack of effort or dedication, it’s far more complex than that! That’s why we spoke to contact centre experts to get a better feel for what they are really up against right now.

Lack of Training Around Tech and Data

A recurring theme across the industry is that team leaders are simply not given the resources they need to thrive, as there’s significant under-investment in their development.

Formal training around leadership and technology are often overlooked, leaving many unprepared for the complexity of modern contact centres.

Katy Forsyth

“Too often, team leaders are expected to excel without the training or support they need to succeed.

Leadership skills and a firm grasp of technology are not optional in today’s fast-paced environment, yet many organizations fail to invest in them properly.

The reality is, without this support, team leaders are left trying to lead with what they’ve got, not what they need, and that’s a major barrier to both their success and the success of their teams.” – Katy Forsyth, Managing Director of Red Recruitment

In particular, in-depth knowledge of technology has become vital, as navigating through digital tools and leveraging AI effectively require more than just surface-level knowledge.

Without proper guidance, issues around interpreting performance data can also become a source of stress and even result in team leaders relaying undue pressure on their agents – inadvertently increasing attrition rates.

For advice on how the very best leaders are bringing everyone along on their AI journey and moving forward together, read our article: Kick-Start AI Education in the Contact Centre

Managing as They Were Managed (Even Though the Role Has Changed Massively)

The contact centre landscape has changed dramatically in recent years. Customer expectations have shifted, tools and processes have evolved, and AI is continuing to transform operational workflows at pace.

Yet many team leaders continue to manage their team as they were managed themselves, drawing on familiar practices and inadvertently failing to bridge the gap between what worked then and what would work best today.

Ultimately, this creates a gap between what is required and what is delivered, leaving many team leaders frustrated and teams underserved.

The complexity of modern contact centres has also increased with larger teams. Expanding spans of control, combined with pressures on costs, has meant that team leaders often manage more people than is optimal, sometimes with less experienced support. This environment can exacerbate stress, impacting both performance and wellbeing.

For tried and trusted ideas on how to become a more agile leader, read our article: CX Leaders Can’t Afford to Stand Still as Agent Roles Evolve

Absorbing Coaching Responsibilities – Without Proper Training

Coaching is another central responsibility for team leaders that is often under-emphasized.

Unfortunately, and through no fault of their own, when team leaders aren’t trained in coaching methodologies, they default to administrative tasks – such as scheduling sessions and noting performance gaps – without delivering meaningful development for their team members.

And the impact is real! As, quite frankly, if you haven’t trained someone to be an effective coach, development doesn’t happen. Effective coaching requires dedicated time, structured approaches, and measurable impact.

Being Expected to “Just Get on With It”

Sadly, in the face of all these challenges, many team leaders are trying desperately to keep all the plates spinning in a culture that simply expects them to “just get on with it”.

Martin Teasdale, Founder & Host of Get out of Wrap — Martin Teasdale

“Are team leaders being equipped for their role? Or are they just thrown in the deep end?

Leading people is just one part of it – they also need to manage projects, create and analyse reports, understand products, engage with clients, and coach effectively.

If they haven’t been trained to be good coaches or emotionally intelligent leaders, they’re simply not set up to succeed.” – Martin Teasdale, Founder of the Team Leader Community and Get out of Wrap

Quite frankly, is it any wonder that mental health and wellbeing remain major obstacles to team leaders too?

With many drowning under the pressure to balance operational demands, coaching responsibilities, and the emotional labour of managing teams.

For information on how you can turn even the busiest contact centre into a calmer, more human space, read our article: Instil a Sense of Calm in Your Contact Centre

Lack of Clarity Around Priorities

And that’s not all! Another common barrier is the influence of their own leader and the lack of clarity around priorities – as, even within the same organization, team leaders often have different interpretations of their top priorities.

This inconsistency leads to inefficiencies and frustration, as they feel pulled in multiple directions and never seem to have enough time in the day to get everything done.

And these inconsistencies don’t just affect their own performance, they also impact their teams’ experiences.

When team leaders each handle coaching, one-to-ones, and task allocation differently, agents receive unequal levels of support. And they definitely talk about it – which can lead to frontline frustration, disengagement, and even attrition!

This is where it can make the world of difference to establish clear, non-negotiable priorities and provide a “North Star” that keeps team leaders focused and aligned on what truly matters, whilst also helping to maintain a fairer and more consistent agent experience, as well as improved operational outcomes. And who wouldn’t want that?

★★★★★

Systemic Challenges Often Prevent Team Leaders From Performing at Their Best

Team leaders are central to delivering high-quality customer service, yet systemic challenges often prevent them from performing at their best. All of which can combine into “the perfect storm” that ultimately limits their potential.

The good news is that there are lots of things you can try to turn the situation around – even if budgets are tighter than you might like right now.

So if you’re concerned about your team leaders, but don’t know where to start, why not watch this Recorded Webinar: Boosting Agent and Team Leader Effectiveness in Customer Service for fresh inspiration on how to help your team leaders be more effective and ultimately boost the performance of your frontline agents.