Call Center Team Lead

You're still on the phones part of the day, but now you also monitor your team's calls, coach underperformers, and handle the escalations that would make a normal rep cry. You got this role because you were good at the job nobody wants to do — and your reward is doing it while also managing six other people who don't want to do it either. The title bump is nice; the raise is modest.

Learn the skills

Courses and certifications to get you job-ready

What you'll actually do

• 01Monitor live calls and provide real-time coaching to your team
• 02Handle escalated customer issues that reps can't resolve
• 03Track your team's metrics — AHT, FCR, CSAT, adherence
• 04Lead daily huddles and communicate updates from management
• 05Coach underperforming reps (without crushing their will to live)
• 06Fill in on the phones when someone calls out, which is always