1) Agent management:The team leader should demonstrate the ability to effectively manage call center agents.
2) Coaching: The team leader should be skilled at delivering instructive, supportive, collaborative and motivational coaching sessions that foster open communication. He/she should accurately diagnose performance issues and develop effective action plans to address the root cause of issues.
3) Analytical ability: The team leader should be able to identify business trends and opportunities, the underlying cause of issues, and provide well-developed suggestions for improvements.
4) Goals: The team leader should consistently exceed all established goals and complete tasks in an outstanding manner and on a timely basis.
5) Prioritization:The team leader should demonstrate the ability to prioritize tasks based on urgency and scope of impact. He/she should be able to effectively manage multiple projects.
6) Ability to motivate: The team leader should know how to create a strong sense of job satisfaction and keep call center agents motivated by recognizing, communicating and rewarding performance excellence. He/she should be able to accurately assess agents' potential and identify ways to provide opportunities for them to develop and enhance their skills.
7) Leadership ability: The team leader should reflect a positive "I'm on board" approach and support management goals and call center initiatives through words and actions. He/she should be able to see the "big picture" and identify and communicate how individual roles are tied to corporate goals.
8) Initiative/ownership: The team leader should volunteer to participate in or lead new initiatives. He/she should take ownership of tasks and successfully see them through to completion.
9) Communication: The team leader should have the ability to effectively and professionally communicate with subordinates, peers, and senior levels of management. He/she should reach out to build and foster excellent working relationships with other areas of the organization. And, he/she should serve as a contact center "ambassador" who professionally represents the call center's interests in cross-functional meetings.
10) Personnel skills: The team leader should maintain confidentiality and address personnel issues sensitively, appropriately and in accordance with established HR procedures. He/she should demonstrate the ability to handle difficult situations with professionalism and a well-documented plan for resolution.
This was first published in November 2007