Team Leader Responsibilities

A support centre Team Leader supports the Support Centre Manager across three areas: staff management, quality management and operational management. The role typically appears in larger support centres of perhaps thirty or more people, and John Sansbury recommends a span of control of between 10 and 14 people per Team Leader.

• Span of control balances cost and productivity. Fewer than ten people does not adequately justify the cost overhead of a Team Leader, while more than fourteen creates more work than one Team Leader can manage. A centre of 20 to 40 people might have two or three Team Leaders.
• Staff management covers appraisals, regular one-to-ones, feedback and cascade briefings, rostering, coaching new staff, recruitment and exit interviews, job descriptions, disciplinary interviews, holiday and absence records, conformance to standards such as health and safety and security, contractor liaison and timesheets, and motivational and team-building activities.
• Quality management includes organising staff training, responding to user complaints, maintaining skills matrices and procedures, call monitoring, sampling tickets for quality, gathering KPIs, preparing performance reports, running user surveys, contributing to improvement plans, and evaluating and improving tools.
• Operational management means tracking service levels, advising users, managing record transfers between first, second and third line, acting as an escalation point, covering staff shortages, updating users on incidents, contributing to major incident and problem management, keeping configuration records current, liaising with third parties and assisting with licence management.