b'Contact CentreContact Centre Team LeaderContact CentreGood contact representatives cant perform to their full potential without a good team leader, and contact centre team leaders are the people who will ensure that your customers remain yours. In addition to supervising and managing a team of contact centre representatives, team leaders will need to be able to handle the challenging or complex calls escalated to them by their representatives.This assessment identifies the traits possessed by top contact centre team leaders including the ability to understand information and solve problems, customer and sales focus, as well as the interpersonal sensitivity and teamwork skills required to effectively manage a team.Measures Competencies:Customer FocusDuration: Fulfills obligations to internal and external customers. Understands customers35 mins (approx)perspectives, and responds to social cues appropriately. Treats all customers equally, and maintains composure under pressure.Comparison Group:Interpersonal SensitivityAdmin/Entry LevelIs sensitive to the needs and emotions of others. Practices perceptive listening,Group Definition:understands non-verbal cues and responds in a calm and empathetic way. Those without university Managing Talentbackgrounds, without Provides effective guidance, development opportunities and feedback to others.management experience Proactively manages conflicts within the team, and motivates others to perform. or executive experience.Problem Solving Problem Solving assesses the candidates ability to make effective decisions by utilising thorough analysis and logic, resulting in high quality recommendations. This score should provide an indication of how well the candidate will learn new information and integrate this with his/her existing knowledge.Resilience Remains calm and optimistic even in stressful situations. Demonstrates strong self-belief and perseveres in the face of setbacks, adjusting rather than giving up. Sales Tenacity Is persuasive, energetic, and engaging while guiding customers toward sales. Understands their own strengths when it comes to selling, and leverages these to meet or exceed sales targets. Is motivated, not daunted, by challenging goals and competitive targets.Self-Insight Is insightful and recognises own strengths and weaknesses. Thrives on new opportunities for learning and growth, and is very responsive to feedback.Supervision Leading, motivating, and guiding subordinates.Teamwork Supports and collaborates with team members to achieve targets. Appreciates the benefits of diversity, works well with a variety of people, and follows through on team commitments.Understanding Information The ability to comprehend written information and make accurate decisions on the basis of that information. This score should provide an indication of how easily they will understand written material such as notes and company policies; and how adept they will be when it comes to communicating in writing.89'