Typically reports to a head of a unit/department. Prepares staff work schedules to ensure coverage and coordinate training. Additionally, Contact Center Team Leader (Includes Selling) responds to and resolves escalated issues or transfers complex requests to appropriate support teams. Ensures that routine service requests are processed or redirected correctly. Being a Contact Center Team Leader (Includes Selling) coaches agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to upsell additional products and services. Monitors and evaluates interactions, workflow, and metrics to meet performance standards and sales targets. Step 1: Understand the job description and responsibilities of a Contact Center Team Leader (Includes Selling) What does a Contact Center Team Leader (Includes Selling) do?Ī Contact Center Team Leader (Includes Selling) supervises contact center agents that make and receive calls focused on selling and promoting products or services.