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Customer Service vocabulary · Call Centre Operations

Team leader

Meaning in customer service, with examples

nounCore term

In customer service, team leader means: A person who leads a small group of agents, supports them during shifts, monitors their performance and coaches them.

In Turkish: takım lideri, ekip lideri, ekip şefi

How it is used

Often shortened to TL. Team leaders take escalated calls, run team meetings, give feedback and report to managers. In many call centres team leader and supervisor mean almost the same job.

Example sentences

  1. I'll ask my team leader to approve the refund.

  2. Our team leader listens to two calls with each of us every week.

Common collocations

  • team leader approval
  • speak to my team leader
  • call centre team leader
  • report to the team leader
  • supervisorA person who manages a group of agents, checks their work and handles difficult calls that are escalated to them.
  • escalateTo pass a problem or complaint to a more senior person or a more specialised team because the first person cannot solve it.
  • quality assuranceChecking calls, chats and emails against set standards to make sure the service is correct, consistent and polite.
  • shiftA fixed period of working time, such as morning, evening or night, especially in places that operate for long hours.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Call Centre Operations

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