Team leader for call centre type of environment?

travelmonster

I'm at that stage in my life that I should be looking to become a team leader in order for progression.

Aside from leadership skills etc..I have great people skills.
In terms of working with stats and softwares etc what should I look into to make myself more attractive for the role ?

Ozzuk

Progression is easier for internal roles - ask your manager for a development plan working towards team lead position. That plan could be stand in work, training courses etc

If that isn't possible, its more difficult to jump into external team leader roles as most will want experience of managing staff. I've got round this previously by self funding courses, I did supervisory management in evening classes for instance. I'm now in a senior role but still considering doing a l4 or l5 ILM course to improve my skills.

Fireflyaway

Good customer care is essential. So think how you can demonstrate that either through experience or qualifications. Of course leadership skills and an understanding of whatever sector you want to go into helps.
Have you worked in a call centre? It definitely helps if you have ground level experience to empathise with your staff.
Typically these roles want someone who can make decisions and remain calm.
As for stats, many call centres use monitoring software such as sap crm or total view or witness. So long as you can demonstrate ability to learn new systems you should be fine!

Scorpio33

Ask if you could "cover" the existing team leader when they are on leave/training/sick.

That way you can clearly say that you have been a team leader (even for a short period).

If they refuse, ask what it is you need to do in order to get to that level (training or otherwise).

rtho782

Most call centre roles are fulfilled internally, or with experience, but with the right skills and attitude you can progress quickly.

I started as a CSA in a call centre in 2008, by 2010 I had progressed to Coach - effectively supervisor - and then to Team Manager, in 2 years.

I was then able to apply to other places as a Manager.

I now no longer work in call centres however!!

ACG

I agree with the others. I used to work for a bank in their call centre. After 18 months I was made a supervisor and a year later I was stepping up as a manager.

A year after that they changed the managers role and made everyone re-apply for their jobs. I realised that it would probably be some time before a managers job became available so I looked at other companies and had a few intterviews but they all opted for experienced managers.

I would personally try and do it internally. If you are good enough they will see that and you will only really be up against your colleagues where as externally you are up against people with a lot more experience.