Call Centre or Contact Centre Team Leaders

Keeping track of how well work is progressing so you can make changes or improvements.

Listening to others, not interrupting, and asking good questions.

Motivating, developing, and directing people as they work, and choosing the best people for the job.

Reading work related information.

Understanding why people react the way they do.

Talking to others.

Teaching people how to do something.

Thinking about the pros and cons of different ways to solve a problem.

Talking people into changing their minds or their behaviour.

Writing things for co-workers or customers.

Being adaptable and coordinating work with other people.

Figuring out the pros and cons of different options and choosing the best one.

Managing your own and other peoples' time to get work done.

Noticing a problem and figuring out the best way to solve it.

Bringing people together and trying to sort out their differences.

Being able to use what you have learnt to solve problems now and again in the future.

Figuring out the best way to teach or learn something new.

Measuring how well a system is working and how to improve it.

Looking for ways to help people.

Using maths to solve problems.

Communicate by speaking.

Use general rules to find answers or solve problems logically.

Listen to and understand what people say.

Identify and understand the speech of another person.

Read and understand written information.

Use lots of detailed information to come up with answers or make general rules.

Speak clearly so others can understand you.

Write in a way that people can understand.

See details that are up-close (within a few feet).

Come up with a number of ideas about a topic, even if the ideas aren't very good.

Come up with unusual or clever ideas, or creative ways to solve a problem.

Notice when something is wrong or is likely to go wrong, even if you can't solve the problem.

Order or arrange things in a pattern or sequence (e.g., numbers, letters, words, pictures, mathematical operations).

Come up with different ways of grouping things.

Choose the right maths method or formula to solve a problem.

Add, subtract, multiply, or divide.

See details that are far away.

See a pattern (a figure, object, word, or sound) hidden in other distracting material.

Pay attention to something without being distracted.

Use your eyes to quickly compare groups of letters, numbers, pictures, or other things.

Building good working relationships and keeping them over time.

Providing guidance and expert advice to management or other groups.

Deciding on goals and putting together a detailed plan to get the work done.

Giving information to the public, business or government by telephone, in writing, or in person.

Handling complaints and disagreements, and negotiating with people.

Giving information to co-workers by telephone, in writing, or in person.

Convincing people to buy something or to change their minds or actions.

Guiding and directing staff, including setting and monitoring performance standards.

Getting members of a group to work together to finish a task.

Using information to work out the best solution and solve problems.

Working out the value, importance, or quality of things, services or people.

Working out the needs of others and coaching, mentoring, or helping them to improve.

Looking for, getting and understanding different kinds of information.

Comparing objects, actions, or events. Looking for differences between them or changes over time.

Encouraging and building trust, respect, and cooperation among team members.

Compiling, coding, categorizing, calculating, tabulating, auditing, or checking information or data.

Deciding on goals and figuring out what you need to do to achieve them.

Understanding the needs of others, developing training programs, and teaching or instructing.

Helping people to understand and use information.

Using computers to program, write software, set up functions, enter data, or process information.

Work alone and make decisions. Workers are able to try out their own ideas, make decisions on their own, and work with little or no supervision.

Job security and good working conditions. There is usually a steady flow of interesting work, and the pay and conditions are generally good.

Serve and work with others. Workers usually get along well with each other, do things to help other people, and are rarely pressured to do things that go against their sense of right and wrong.

Supportive management that stands behind employees. Workers are treated fairly by their company, they are supported by management, and have supervisors who train them well.

Results oriented. Workers are able to use their strongest abilities, giving them a feeling of accomplishment.

Advancement and the potential to lead. Workers are recognised for the work that they do, they may give directions and instructions to others, and they are looked up to in their company and their community.

Starting up and carrying out projects. Leading people and making many decisions. Sometimes require risk taking and often deal with business.

Following set procedures and routines. Working with numbers and details more than with ideas, usually following rules.

Working with people. Helping or providing service to others.

Practical, hands-on work. Often with plants and animals, or materials like wood, tools, and machinery.

Ideas and thinking. Searching for facts and figuring out problems in your head.

Working with forms, designs and patterns. Often need self-expression and can be done without following rules.