Resume example
Team Leader resume example
Operations managers hiring a team leader look at your team's numbers, not only your own. Show the team size and account type, how the team performed against target on CSAT, AHT and quality, and what you did about attendance and attrition. Include your coaching routine and any agents you developed into higher roles.
A team leader summary you can adapt
BPO team leader with 7 years in customer support, 3 of them leading a voice team for a US healthcare account. Keeps the team above target on customer satisfaction and quality while holding attrition below the site average.
Two or three sentences: who you are, how long you have done it, and the strongest proof. Replace the details with your own.
Bullet points that work
Team Leader
- Lead a team of 15 agents on a US healthcare voice account, keeping team customer satisfaction at 92% against an 88% target for 6 straight quarters.
- Brought team average handle time down from 9 minutes 10 seconds to 7 minutes 45 seconds through weekly call reviews.
- Hold 2 coaching sessions per agent each month, moving 4 bottom-quartile agents to target within 60 days.
- Kept monthly attrition at 3% against a site average of 6%, and developed 3 agents into subject matter expert roles.
Senior Customer Service Representative
- Handled about 55 inbound calls a day for a US retail account, with a 95% quality score over 2 years.
- Took escalated calls for a team of 14 as the assigned subject matter expert, resolving 9 in 10 without supervisor help.
- Supported nesting for 6 new-hire waves and stood in as acting team leader for 4 months.
Each one says what was done and gives a number. Use your real figures; an honest small number beats a vague claim.
Skills to list on a team leader resume
Leadership
Operations
Tools
Only list what you can talk about in an interview, and use the same words as the job post so screening software finds them.
Tips for your team leader resume
- Lead with team size, account type and channel, then team results against target.
- Show a before-and-after for at least one metric you improved, with the action you took.
- Include attrition, attendance or schedule adherence; these are the team leader's own scorecard.
- Applying for your first team leader role? Put your SME, acting TL, nesting and coaching work first.
Common questions
What should a BPO team leader resume include?+
Team size, account and channel, team KPI results against target, attrition and attendance, and your coaching routine. Add tools and any reporting you prepare for the client or operations manager.
How do I apply for team leader with no TL experience yet?+
Show leadership work you did as an agent: subject matter expert duties, acting team leader periods, nesting support and coaching peers. Add your own scores to prove you can teach what you ask of others.
Which metrics matter most for a team leader?+
Customer satisfaction, average handle time, quality score, attendance or schedule adherence, and attrition. Use the ones your account measured and show them next to the target.