Voices from higher up the ladder: exploring the team leader role in call centres
This paper focuses on an under-researched employee category in the call centre literature—the team leader. The paper, drawing on data from nine Australian call centres, finds that the team leader role is integral to the effectiveness of call centres, yet it is a role that consists of considerable co...
| Main Authors: | , , , |
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| Format: | Journal Article |
| Published: |
Wiley-Blackwell Publishing
2013
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| Subjects: | |
| Online Access: | http://hdl.handle.net/20.500.11937/6015 |
| _version_ | 1848744956620963840 |
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| author | McDonnell, A. Connell, Julia Hannif, Z. Burgess, John |
| author_facet | McDonnell, A. Connell, Julia Hannif, Z. Burgess, John |
| author_sort | McDonnell, A. |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | This paper focuses on an under-researched employee category in the call centre literature—the team leader. The paper, drawing on data from nine Australian call centres, finds that the team leader role is integral to the effectiveness of call centres, yet it is a role that consists of considerable complexity and contradictions. The research demonstrates the critical role performed by team leaders: coach, mentor, trainer, performance evaluator, communicator and supervisor. It also shows team leaders as being far more positive about many of the features of the call centre work environment compared with those on the front line. However, there does appear to be a need for greater acknowledgement of their challenging role, the contradictions that are inherent in the job and the need, in many cases, for increased support being made available to assist. |
| first_indexed | 2025-11-14T06:09:42Z |
| format | Journal Article |
| id | curtin-20.500.11937-6015 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T06:09:42Z |
| publishDate | 2013 |
| publisher | Wiley-Blackwell Publishing |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-60152017-09-13T14:39:54Z Voices from higher up the ladder: exploring the team leader role in call centres McDonnell, A. Connell, Julia Hannif, Z. Burgess, John training performance management call centres front-line employees line managers coaching team leaders This paper focuses on an under-researched employee category in the call centre literature—the team leader. The paper, drawing on data from nine Australian call centres, finds that the team leader role is integral to the effectiveness of call centres, yet it is a role that consists of considerable complexity and contradictions. The research demonstrates the critical role performed by team leaders: coach, mentor, trainer, performance evaluator, communicator and supervisor. It also shows team leaders as being far more positive about many of the features of the call centre work environment compared with those on the front line. However, there does appear to be a need for greater acknowledgement of their challenging role, the contradictions that are inherent in the job and the need, in many cases, for increased support being made available to assist. 2013 Journal Article http://hdl.handle.net/20.500.11937/6015 10.1111/ntwe.12011 Wiley-Blackwell Publishing restricted |
| spellingShingle | training performance management call centres front-line employees line managers coaching team leaders McDonnell, A. Connell, Julia Hannif, Z. Burgess, John Voices from higher up the ladder: exploring the team leader role in call centres |
| title | Voices from higher up the ladder: exploring the team leader role in call centres |
| title_full | Voices from higher up the ladder: exploring the team leader role in call centres |
| title_fullStr | Voices from higher up the ladder: exploring the team leader role in call centres |
| title_full_unstemmed | Voices from higher up the ladder: exploring the team leader role in call centres |
| title_short | Voices from higher up the ladder: exploring the team leader role in call centres |
| title_sort | voices from higher up the ladder: exploring the team leader role in call centres |
| topic | training performance management call centres front-line employees line managers coaching team leaders |
| url | http://hdl.handle.net/20.500.11937/6015 |