What does a Lead Call Center Representative do?

A Call Center Representative is part of a large team that handles phone calls at a call center. Call centers can range in their specialty. Customer service, technical help, sales, and political call centers are among the most popular. As a Call Center Representative, you will be responsible for answering or making calls to or from customers. Once a customer is on the line you will be tasked with providing them with information, services or troubleshooting assistance.

There are no educational requirements to become and Call Center Representative. However, since it is a phone based job, superb verbal communications skills are a must for this position. While some people can and do work remotely, most employees work at large call centers where they are required to sit and work in a noisy environment for long periods. Candidates should possess the ability to maintain focus and stay on task.

What responsibilities are common for Lead Call Center Representative jobs?
  • Report to SOS (start of shift) meeting for performance recaps
  • Utilize company equipment to facilitate calls
  • Interact with all customers in a friendly and courteous manner
  • Follow all prompts from call management system to provide the appropriate customer service
  • Handle all issues in accordance with best practices
  • When necessary involve senior management
  • Follow all prompts and scripts to the letter with no deviation
  • Understand and adhere to all rules of conduct
What are the typical qualifications for Lead Call Center Representative jobs?
  • 3+ years in a customer service position
  • Basic understanding of windows base systems
  • Excellent verbal communication skills
  • Strong literary comprehension capability
  • High-speed internet connection (if working remotely)
  • Reliable transportation to and from the call center
  • Capable of staying focused and tuning out outside distractions
  • Ability to sit for long periods of time
  • Willingness to submit to random drug screenings
EducationAssociate's Degree
Work/Life Balance
3.3 ★
Salary Range--
Career Opportunity
3.1 ★
Avg. Experience0-1 Year

Lead Call Center Representative Salaries

There are no current reports for Lead Call Center Representative salaries. You can add additional job titles in your job preferences to see related salary information.

Glassdoor Estimated Salary

Lead Call Center Representative Career Path

Learn how to become a Lead Call Center Representative, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.

L3
Call Center Representative Supervisor
No Salary Reports
L4
L7
Director of Telemarketing
No Salary Reports
L4

Average Years of Experience

0 - 1
52%
2 - 4
24%
5 - 7
9%
8+
15%
Not including years spent in education and/or training
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Lead Call Center Representative Insights

Read what Lead Call Center Representative professionals have to say about their job experiences and view top companies for this career.
CallForce (UT)CallForce (UT)
Outbound Call Agent
9 Jun 2021

“The pay is pretty good and everyone I met and worked with was so nice.”

ResultsCXResultsCX
Call Center Representative
6 Apr 2022

“The best and ONLY reasons to work here is that you can work a flexible schedule and work from home.”

DialAmericaDialAmerica
Inbound Call Center Agent
21 May 2021

“The pay is not very competitive and it is not very fun do this particular type of telemarketing.”

HumanaHumana
Inbound Contact Representative II
12 Jan 2022

“I have been working at Humana for 5 months and this is the best WFH job I had.”

Colony BrandsColony Brands
Call Center
11 Mar 2021

“Training went really well and I thought I was gonna do great but I had issues with every.”

D Foster Consulting, LLCD Foster Consulting, LLC
Call Center Supervisor
4 Jan 2022

“I have been given such a great opportunity to grow and they do not let my inexperience stop that.”

Monaco Hair SalonMonaco Hair Salon
Call Center Representative
15 Dec 2021

“I love everyone i work with and it’s 100% the best job i’ve ever had.”

ARS ServicesARS Services
Dispatcher/Call Center Representative/Trainer/Everything Fat Man Didn't Do
29 Nov 2021

“Was told upon being hired I had to do a 60 day probationary period to gain benefits and insurance.”

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Lead Call Center Representative Interviews

Frequently asked questions about the role and responsibilities of call center representatives

The typical day of a call center representative includes answering customer phone calls and assisting them with their orders. They may answer questions about products or help customers place their orders over the phone. Some call center representatives may also follow up on negative customer experiences to resolve complaints.

The best part about being a call center representative is that as many businesses shift to online models, the demand for these professionals will continue to increase. Businesses always have a need for call center representatives with good communication and organizational skills to increase sales or to improve customer satisfaction rates.

Working as a call center representative can be rewarding, but also challenging at times. One of the difficult aspects of the job is that customers expect representatives to solve their complaints in a timely manner. This is why becoming a call center representative requires the development of strong problem-solving skills.

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Lead Call Center Representative jobs