Call or Contact Centre

Team Leader

ANZSCO 541111




Description

Oversees and determines work requirements, monitors telephone calls, coaches and allocates duties to Call or Contact Centre Operators.

 

 

Skill Level

3

 

 

Alternative Titles

  • Call Centre Supervisor
  • Contact Centre Supervisor

 

 

Specialisations

  • Call or Contact Centre Coach
  • Call or Contact Centre Workforce Planner

 

 

Occupation Lists

This occupation is on the following skills lists:

 

This occupation is not on the following skills lists:

 

 

Group: 5411 Call or Contact Centre Workers

 

 

 

Description

respond to telephone, Internet and email inquiries and complaints about an organisation's goods and services, and promote the goods and services.

 

 

Tasks

  • answering incoming calls, emails and messages, and assisting customers with their specific inquiries
  • identifying requirements and recording information into computer systems
  • coaching staff and assisting call centre operators to resolve problems and customer inquiries
  • developing rosters and managing staff numbers to meet work flows
  • listening to calls conducted by call centre operators and providing performance feedback
  • monitoring and timing calls
  • creating further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer
  • updating databases to reflect changes to the status of customers and prospective customers
  • arranging the despatch of goods, information kits and brochures to customers and interested parties
  • undertaking clerical duties, such as faxing, and filling out paperwork, and liaising with other departments associated with completing the customer contact
  • issuing invoices and receiving electronic payments for goods and services provided

 

 

Skill Level

The occupation Call or Contact Centre Team Leader has a level of skill commensurate with the qualifications and experience outlined below. 
In Australia: 
AQF Certificate III including at least two years of on-the-job training, or AQF Certificate IV (ANZSCO Skill Level 3) 

In New Zealand: 
NZ Register Level 4 qualification (ANZSCO Skill Level 3) 

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification. 
The occupation Call or Contact Centre Operator has a level of skill commensurate with the qualifications and experience outlined below. 
In Australia: 

AQF Certificate II or III (ANZSCO Skill Level 4) 

In New Zealand: 
NZ Register Level 2 or 3 qualification (ANZSCO Skill Level 4) 

At least one year of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

 

 

Occupations in this Group

  • 541111 Call or Contact Centre Team Leader
  • 541112 Call or Contact Centre Operator

 

 

Regional Australia Postcode List:

 

 

 

 

Sources: www.abs.gov.au and DIBP

 

 

Registered Migration Australia