Call or contact centre team leaders will often work in open plan offices. Many different organisations provide call or contact centre support, and call or contact centre team leaders can work in a variety of industries across the public and private sector. They may be required to work shift work, including weekends, public holidays and evenings.

Call or contact centre team leaders usually work with computers. When they are conducting calls they usually use hands-free telephone headsets.

They may use word processing and spreadsheet software for data entry. They may also use electronic performance monitoring technology, to monitor the performance of employees during calls, and check that targets are being met.