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Supervisor vs. Team Leader Messages in this topic - RSS

Guest


2/9/2009
Guest
Is there any difference between the Supervisor job and the Team Leader job?

- Tareq
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Guest


2/23/2009
Guest
In my experience, there is no difference between a supervisor, team leader, team manager or any of the other titles in this category. When I was in the role at a bank long ago, the name team leader was selected because the name indicated that the person who held the post would be a leader of others, rather than someone who simply supervised what was going on. Nevertheless, the position was the same.

Look at what you want to accomplish in your call center and select a name accordingly. The position won't change, but perhaps your selection of a name will help support the goals of your organization.

- Cynthia Harrison
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Guest


3/9/2009
Guest
In our organization a team lead is a subject matter expert and assists the supervisor with monitoring, training, reports or acts on their behalf when absence. For career path purposes a team lead would be the first step toward becoming a supervisor. The team lead does not handle any disciplinary issues, write reviews or handle salary/bonus items.

- Anonymous
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Guest


3/9/2009
Guest
In our company, a team lead is a senior agent and they assist the supervisors with coaching, mentoring and training other agents. A supervisor handles all administration issues, HR issues, evaluates performance and provides leadership to the team, not the team lead.

- Serenity Allah
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Guest


9/22/2011
Guest
From my perspective, it varies from center to center. A lot of times, the title Team Leader is interchangeable with what most of us might define as a supervisor. At others, it might mean a senior agent who reports to a supervisor. I've even seen the supervisor position called a 'manager' position in many places. What works for your center is what works.

- Linda Riggs
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Guest


9/26/2011
Guest
Hi Tareq,

I agree with all the responses to date. I would also add that it is not the title as much as it is the responsibilities of that position that make the difference. I have seem the exact same "title" mean very different things based on the responsibilities listed, in several organizations. So when thinking about and/or comparing positions be sure to compare "apples to apples."

- Rose Polchin
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andrejones6
andrejones6
Posts: 1


3/9/2017
andrejones6
andrejones6
Posts: 1
That's just a title. Anyone with leadership responsibilities can be named a supervisor, manager, leader and so on.

- Andre Jones
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rapsodysolutions
rapsodysolutions
Posts: 4


4/9/2017
There's not much of a difference between a Supervisor and a Team Lead the way our contact center is set up. They both have the same functions involved, which are to manage 10-15 agents during a single shift, review metrics, identify coaching opportunities, conduct diads, etc.
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emillydiasdarocha
emillydiasdarocha
Posts: 1


9/5/2017
They are only technical terms. In practice a Supervisor and a Team Leader does pretty much the same.

- Emilly da Rocha
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