Team Leader




A Team Leader is responsible for managing a team of Advisors & Agents depending on the campaign.

A Team Leader’s role is to ensure that the Agents and Advisors in their team are performing against targets, whilst also reviewing their performance and coaching them when needed.



What you will be doing


You will be managing your team directly, offering your Advisors and Agents guidance and feedback. You must always ensure that your team adheres to company policy, e.g. attendance and timekeeping.

It will be your responsibility to update and prepare performance reports for the call centre manager and supervisors. You must also find innovative ways to motivate all Agents and Advisors.  


The other information…


Hours of work are sometimes from 9am – 5pm or you may have your hours split into shifts to meet the needs of the campaign, this will always be discussed at interview stage.

This job is ideal for people who are strong communicators gets along with people. You must ensure that the staff are happy so that the business can run smoothly.

You will organise and delegate the workload out to the Agents and Advisors, you will then monitor them to ensure that it is done correctly.

Promotion would be up to a Supervisor or Management level.




According to Total Jobs the average across the UK is £26,406 pa

£20,536 - £36,678


The good points…


Lots of opportunity in a range of sectors, can communicate your ideas and lead by example.


…and the bad


Staff members won’t always feel motivated and happy, therefore it will be your job to inspire them before customer service starts getting affected.


The skills that you will need!


To be a great Team Leader you will need to have:

  • Great communication skills
  • The ability to solve problems
  • Decision-making abilities  
  • The ability to communicate persuasively
  • PC Literate
  • Excellent time management
  • Accurate record keeping


What to do now.


You can view all of our vacancies in Swindon & Newport to see if there is one that you are interested in.