A Call or Contact Centre Team Leader oversees and determines work requirements, monitors telephone calls, coaches and allocates duties to Call or Contact Centre Operators.
Occupation description
A Call or Contact Centre Team Leader oversees and determines work requirements, monitors telephone calls, coaches and allocates duties to Call or Contact Centre Operators.
Occupations considered suitable under this ANZSCO code:
- Call Centre Supervisor
- Contact Centre Supervisor
- Call or Contact Centre Coach
- Call or Contact Centre Workforce Planner
Occupations not considered suitable under this ANZSCO code:
- Call or Contact Centre Operator
- Call or Contact Centre Manager
These occupations are classified elsewhere in ANZSCO or are not at the required skill level.
Call or Contact Centre Team Leader is a VETASSESS Group D occupation
This occupation requires a qualification assessed as comparable to the educational level of an Australian Qualifications Framework (AQF) Certificate IV or higher.
Applicants can fulfil the assessment criteria for this occupation in four different ways.
* Additional qualifications in a highly relevant field of study include those comparable to the following levels:
- AQF Diploma
- AQF Advanced Diploma
- AQF Associate Degree or
- AQF Graduate Diploma
** Highly relevant paid employment duration (20 hours or more per week)
1-3
minimum years of employment highly relevant to the nominated occupation, completed at an appropriate skill level in the five years before the date of application for a Skills Assessment.
4
minimum 4 years of relevant employment required – three years of relevant employment (can be outside the last 5-year period) in addition to at least one year of highly relevant employment within the last five years before applying.
*If employment is prior to the completion of the qualification at the required level, an applicant must have at least one year of highly relevant employment at an appropriate skill level within the last five years. The remaining three years of pre-qualifying period may be within the last ten years.
A positive assessment of both qualification level and employment duration is required for a positive Skills Assessment outcome.
Qualification and Employment Criteria
Qualification
AQF Certificate IV or higher qualification*
Highly relevant major fields of study include Business Management and Customer Service Management.
*This includes qualifications assessed at AQF Diploma, Associate Degree, Bachelor, Master and Doctoral level.
Employment
Highly relevant tasks include:
- 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
Employment information
Call or Contact Centre Team Leaders or Supervisors are often working in large call or contact centres. They are expected to supervise a team of call centre staff, train new staff members, and report operational issues to management. A Call or Contact Centre Team Leader may be responsible for dealing with more difficult customers and issues.
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