10 Skills Customer Service Team Leaders Must Have

Faith Ocampo Published on May 3, 2017 Last updated on April 7, 2021

If you’re not training your newly promoted team leaders, you may just be setting them up to fail.

Staff and project management—which is the primary role of leaders—is a massively challenging task. It’s thus not surprising that many professionals, even those handpicked for this task, underperform or fail outright once they move into this role.

10 Skills Customer Service Team Leaders Must Have

One way to prevent this from happening is to develop an in-house leadership training program for freshly promoted or newly hired managers. Doing so lets you smoothly transition your new leaders into their positions, as you’ll be able to equip them with the skills they need to perform their duties well.

As part of your leadership development initiative, focus on cultivating the following skills among your customer service team leaders.

  1. Effective Coaching

    call center team leader coaching customer service agent
    Coaching customer support reps is the most important role of team leaders. They must be able to analyze customer interactions, find what went wrong and what went right, and communicate these to employees. This requires them to be highly analytical and detail-oriented. But most importantly, they should be able to articulate their insights clearly when coaching their agents.

  2. Communicating Contact Center Metrics to Agents

    Part of the role of a leader is to clarify the company’s expectations from its employees. This way, agents will be able to align their performance and priorities to your goals. Thus, leaders must be able to explain the metrics that agents must focus on as well as how these metrics affect the entire customer experience.

  3. Dealing with HR Issues

    customer service employees team leader discussing with human resources hr
    Team leaders should be able to create an environment that promotes fairness among employees. This means they should have a good grasp of the company’s policies, so they can effectively deal with issues and improve the relationship among agents. But aside from observing adherence to company rules, leaders should also uphold transparency. This builds trust and strong bonds between managers and employees.

  4. Holding Meetings

    Many employees hate attending team huddles because they think that it’s just a waste of time. Thus, whenever there’s a team meeting, leaders must be thoroughly prepared. It helps to write down the topics or issues that must be discussed, so they can make the meeting informative and productive. Also, customer support agents must be encouraged to contribute ideas and insights whenever possible.

  5. Motivating Employees

    excited call center team leader motivating customer service agent
    Leaders should always strive to keep employee attrition rates low, or to even eliminate it completely. This is especially true in call centers, where agents often leave due to stress and burnout. Team leaders should constantly think of and implement ways to boost employee engagement, whether by incentivizing their staff or organizing team-building activities. Making employees feel valued and appreciated can also go a long way.

  6. Interviewing and Recruiting Applicants

    A successful call center is composed of highly competent customer service reps—a fact that good leaders must keep in mind when they look for new hires. But remember that you shouldn’t pay too much attention to technical skills, such as tech-savviness and proficiency in advanced tools. Soft skills such as effective communication, empathy, and the ability to work in a team are equally important considerations too.

  7. Facilitating Training Sessions

    call center team leader facilitating training sessions
    Training and development is one of the most crucial processes in a call center. Learning programs equip agents with the knowledge and skills they need to meet the company’s performance standards. One of the tasks of team leaders is to help teams increase their competence. If they can do this well, they’ll be able to build a more productive and highly engaged customer support team.

  8. Assessing Employees’ Performance

    The employee evaluation period is a highly stressful time for employees and leaders alike. Often, incentives and bonuses depend on these assessments. You don’t want to come up with inaccurate evaluations, because it can dampen the staff’s morale. Thus, it’s important to teach leaders to be objective can when measuring employees’ performance. Instead of relying on their memory alone, gathering employee performance data on a regular basis can help.

  9. Managing Agents’ Shifting Schedules

    call center team leader working on customer service agent schedule on calendar

    Team leaders’ main responsibility is to ensure that their team can meet the productivity levels expected from them. A major factor behind this is agent scheduling. Apart from making sure that they can operate 24/7, managers should also consider peak and idle hours on the operations floor. They should also have a backup plan in case some agents go on an emergency leave. In such situations, leaders may need to coordinate with other teams who can cover for unavailable employees.

  10. Overseeing and implementing projects

    In call centers, project management is a challenging task, mainly because it involves a lot of multitasking. It’s also a highly demanding responsibility, as project managers must find the balance between achieving the company’s goals while protecting employees’ well-being. Leaders must thus be able to develop a good plan, delegate tasks effectively, and allocate the right resources to certain tasks. These skills will allow them to successfully complete projects, no matter how small or big they are.

Are you unsure of how to proceed with effective leadership training? Open Access BPO provides in-house training, mentoring, and upskilling for leaders to ensure high-quality experiences for every customer interaction. Ready to outsource? Send us a message to get started.

 

Read More

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 2 days ago
Open Access BPO recently kicked off our new fitness programs with a sunset yoga session: https://buff.ly/3UMe81m

‍Held on the newly launched scenic 7th-floor terrace of our Makati HQ, the session provided employees with a unique opportunity to unwind, de-stress, and connect with colleagues in a beautiful outdoor setting.

Our fitness program is set to resume this week with new Rope Flow and Zumba program.

----------
Learn more about our company culture and the many benefits we offer our employees by visiting our website today: https://buff.ly/44Rlllq

#WeSpeakYourLanguage
#OneForHealth #IdeaHubOABPO
#EmployeeEngagement #WellnessAtWork
#HealthyWorkplace #MindfulnessAtWork
Open Access BPO 2 days ago
Customers today expect more! 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗻𝗲𝗲𝗱𝘀, 𝗽𝗿𝗼𝗱𝘂𝗰𝘁𝘀, 𝗮𝗻𝗱 𝗰𝗼𝗻𝘀𝘂𝗺𝗲𝗿 𝘁𝗿𝗲𝗻𝗱𝘀 𝘄𝗶𝗹𝗹 𝗮𝗹𝘄𝗮𝘆𝘀 𝗰𝗵𝗮𝗻𝗴𝗲, 𝗮𝗻𝗱 𝘀𝗼 𝘀𝗵𝗼𝘂𝗹𝗱 𝘆𝗼𝘂𝗿 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀, 𝘁𝗼𝗼𝗹𝘀, 𝗮𝗻𝗱 𝗮𝗽𝗽𝗿𝗼𝗮𝗰𝗵.

Don't wait for your consumer base to grow or even wither before you update your #CustomerSupport strategy.

Here are 4 signs that your #CustomerService action plans need an upgrade: https://buff.ly/3QOCVAu

----------
Provide your customers with excellent #ConsumerExperience from one of today's trusted multilingual #CX experts: https://buff.ly/3wtloHp

#WeSpeakYourLanguage
#CustomerExperience
Open Access BPO 2 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗖𝗼𝗻𝘀𝗼𝗹𝗶𝗱𝗮𝘁𝗲𝘀 𝗠𝗮𝗻𝗶𝗹𝗮 𝗦𝗶𝘁𝗲𝘀 𝗜𝗻𝘁𝗼 𝗖𝗲𝗻𝘁𝗿𝗮𝗹 𝗛𝘂𝗯 𝗳𝗼𝗿 𝗦𝗲𝗮𝗺𝗹𝗲𝘀𝘀 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 | https://buff.ly/4dRxqv0

Open Access BPO, a leading provider of outsourced business solutions, recently brought all its Manila operations under one roof. This consolidation into a central hub, in the Makati Business District, signifies a commitment to enhanced efficiency and service excellence.

By uniting their Manila workforce and expertise, the company aims to foster stronger collaboration and innovation, ultimately benefiting both their clients and employees. The state-of-the-art facilities boast modern technology and ergonomic workstations, creating an optimized environment for top-notch agent performance and seamless service delivery.

This consolidation marks a significant step forward for Open Access BPO, solidifying their position as a frontrunner in the #outsourcing industry.

#WeSpeakYourLanguage
Open Access BPO 3 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗰𝗼𝗺𝗽𝗹𝗲𝘁𝗲𝗱 𝗶𝘁𝘀 𝗼𝗽𝘀 𝗰𝗲𝗻𝘁𝗿𝗮𝗹𝗶𝘇𝗮𝘁𝗶𝗼𝗻, 𝗰𝗼𝗻𝘀𝗼𝗹𝗶𝗱𝗮𝘁𝗶𝗻𝗴 𝗶𝘁𝘀 𝗠𝗮𝗻𝗶𝗹𝗮 𝘀𝗶𝘁𝗲𝘀 𝗶𝗻𝘁𝗼 𝗮 𝗰𝗲𝗻𝘁𝗿𝗮𝗹 𝗵𝘂𝗯 𝗶𝗻 𝗠𝗮𝗸𝗮𝘁𝗶 𝗖𝗶𝘁𝘆 | https://buff.ly/3K37xur

The strategic move allows for enhanced communication, streamlined collaboration, and a more cohesive company culture.

The newly unified office space, located in Robinsons Summit Center, boasts a state-of-the-art operations floor designed to optimize agent performance and client service delivery.

#WeSpeakYourLanguage
Open Access BPO 3 days ago
A branded #CustomerExperience provides your customers with a unique and consistent interaction across various touchpoints. It reflects your brand's values, personality, and promises.

Building a branded #CustomerService strategy can differentiate your business from competitors and help you build stronger relationships with your customers.

Here's how you can develop a branded customer service strategy: https://buff.ly/3V0O0RA

----------
Outsource #CustomerDelight to a reliable #BPO without losing your #BrandIdentity: https://buff.ly/3UZGR3Q

#WeSpeakYourLanguage
#CustomerSupport #branding
#CX #CustomerSatisfaction
Open Access BPO 4 days ago
𝗬𝗼𝘂𝗿 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗶𝘀 𝗻𝗼𝘁𝗵𝗶𝗻𝗴 𝘄𝗶𝘁𝗵𝗼𝘂𝘁 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀, 𝘀𝗼 𝘄𝗵𝘆 𝗱𝗼𝗻'𝘁 𝘆𝗼𝘂 𝗴𝗶𝘃𝗲 𝘁𝗵𝗲𝗺 𝗮 𝗰𝗵𝗮𝗻𝗰𝗲 𝘁𝗼 𝘀𝗽𝗲𝗮𝗸 𝘂𝗽?

Build a conversation-driven platform to boost #CustomerEngagement.

Here are some tips to generate feedback and enhance your business strategy, boost engagement, and transform the #CustomerExperience: https://buff.ly/3UydzIk

----------
Ensure your customer are always be heard by partnering with a dedicated #outsourcing partner: https://buff.ly/3R7J635

#WeSpeakYourLanguage
#CustomerSupport #CX
#CustomerExperience #CSat
Open Access BPO