Call Center Team Leader Cover Letter Example

Satisfaction on my team rose from 84% to 91% after two changes: coaching advisers on how they open a call, and fixing a billing script that confused callers. I am applying for the Team Leader post at Strathclyde Broadband to make that kind of practical fix on a floor that is growing.

I lead 14 advisers at Clyde Energy Services and hold a weekly one-to-one with each. Planning breaks and shifts with the workforce team keeps our schedule adherence at 94%, which helps the floor answer 85% of calls within 20 seconds. I cut average handling time from 7.7 to 6.5 minutes without lowering quality scores, and quality was the check on every change: I would rather lose a few seconds than have an adviser rush a caller who needs time. I hold the ILM Level 3 Award in Effective Coaching, and the weekly one-to-ones are where most of that coaching happens.

Strathclyde Broadband's new center in Paisley will need advisers who are confident on the phone within their first month, and that is where my background helps. As a senior adviser I took the most difficult calls and trained 12 new advisers, and before that I answered about 70 calls a day at a telecoms company with a satisfaction score of 90%, so broadband faults and billing complaints are familiar ground. To coach advisers through call reviews, I listen to five calls per adviser each month and give written feedback, and I handle the complaints advisers cannot resolve, closing most within two working days. New starters tend to pass up complaints they could settle, so coaching on real calls, not more rules, is where I would focus first.

At interview, an anonymised page of my written call feedback would show how I coach, including how I handle an adviser who disagrees with a score and how I would set up call reviews for a team where everyone is new. What would a good first six months look like for the Paisley team?