ABSTRACT
This chapter reviews the role, skills and behaviours required by team leaders. The team leader role is arguably the most critical within any contact centre environment. Realizing cultural visions and delivering operational standards, team leaders are the local leaders who execute plans and initiatives. Team leaders are generally a mix of skills and behaviours, knowledge and experience, dreams and aspirations. To achieve consistency, objectives should be translated into 'method and behaviours' covering: routine, discipline and controls. The chapter provides some examples of the most basic routines, disciplines and controls that help to manage the team effectively. In our expectations of team leaders, perhaps the greatest expectation is that they coach and develop their team. Coaching and development should be an important part of contact centre culture: the capability and motivation of people to deliver objectives and output is an item for daily.
