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Call centre team leader CV example

By the CallCentreCV team · Updated 28 October 2026

Team leader adverts ask for coaching, KPI tracking and results through other people. Show your team and its numbers.

The numbers this job is judged on

• Agents in your team
• Team quality (QA) score
• Team attendance and adherence
• Service level achieved
• Team % of target
• Agents recruited or promoted
• Coaching sessions a month
• Staff retention

Example profile and lines

Skills and systems to list

• Coaching
• Call listening and feedback
• Performance management
• Rostering
• Handling escalations
• Reporting
• Disciplinary processes
• Training new agents

QA analysts, trainers and WFM

For QA, show how many calls you evaluated and your calibration. For trainers, show how many agents you trained per intake and the pass rate, plus any Train-the-Trainer certificate. For workforce management, show forecast accuracy, scheduling and the tools you used, such as NICE, Verint, IEX or Calabrio. The adverts we read for real-time analysts named ASA, AHT, service level, occupancy and adherence as the measures to know.

Team size

Always give your team size. Adverts we read mentioned teams of 8 to 12, a 1:15 supervisor-to-agent ratio and a leader who could handle 17 to 20 agents.

Questions people ask

I have never been a team leader. How do I show leadership?

Show coaching and mentoring you did on the floor, new agents you trained, acting as team leader when needed and any school or community leadership.

Should I show my team's numbers or only mine?

Both. Your own numbers prove you can do the work; the team's show you can lead.

More call centre CV examples

The examples on this page are made up to show the format. Use your own real details and numbers: an interviewer may ask you about anything on your CV.