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 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 Certificate III or higher.
Applicants can fulfil the assessment criteria for this occupation in four different ways.
Description of Pathways
The information below describes the available pathways for a Skills Assessment under Group D. Please note that in order to achieve a successful Skills Assessment Outcome, a suitable assessment for both qualifications and employment is required.
Pathway 1
This pathway requires a qualification assessed as comparable to the education level of an Australian Qualifications Framework (AQF) Certificate IV or higher and in a field highly relevant to the nominated occupation.
Certificate IV or higher includes AQF Diploma, Advanced Diploma, Associate Degree, Bachelor Degree, Graduate Diploma, Master Degree or Doctoral Degree.
In addition, it is essential for applicants to meet the following employment criteria:
- at least one year of post-qualification employment at an appropriate skill level, undertaken in the last five years,
- working 20 hours or more per week, and
- highly relevant to the nominated occupation.
Please note: The qualification level requirement AQF Certificate IV or higher can be satisfied by one qualification, while the requirement for a highly relevant major can be met by a separate qualification at a minimum of AQF Certificate III level.
Pathway 2
This pathway requires a qualification assessed as comparable to the education level of an Australian Qualifications Framework (AQF) Certificate IV or higher and in a field not highly relevant to the nominated occupation.
Certificate IV or higher includes AQF Diploma, Advanced Diploma, Associate Degree, Bachelor Degree, Graduate Diploma, Master Degree or Doctoral Degree.
In addition, it is essential for applicants to meet the following employment criteria:
- at least two year of post-qualification employment at an appropriate skill level, undertaken in the last five years,
- working 20 hours or more per week, and
- highly relevant to the nominated occupation.
Please note - This pathway applies where a qualification is assessed at AQF Certificate IV level or higher and is not highly relevant to the nominated occupation, or where no other relevant qualification at AQF Certificate III level is available for consideration.
Pathway 3
This pathway requires a qualification assessed as comparable to the education level of an Australian Qualifications Framework (AQF) Certificate III in a field highly relevant to the nominated occupation.
In addition, it is essential for applicants to meet the following employment criteria:
- at least three years of post-qualification employment at an appropriate skill level, undertaken in the last five years,
- working 20 hours or more per week, and
- highly relevant to the nominated occupation.
Pathway 4
This pathway requires a qualification assessed as comparable to the education level of an Australian Qualifications Framework (AQF) Certificate IV or higher with or without a highly relevant major field of study to the nominated occupation.
Certificate IV or higher includes AQF Diploma, Advanced Diploma, Associate Degree, Bachelor Degree, Graduate Diploma, Master Degree or Doctoral Degree.
In addition, it is essential for applicants to meet the following employment criteria:
- at least four years of employment at an appropriate skill level that includes at least one year of highly relevant employment within the last five years before applying,
- working 20 hours or more per week, and
- highly relevant to the nominated occupation.
Qualification and Employment Criteria
Qualification
AQF Certificate III or higher qualification. This includes qualifications assessed at AQF Certificate III, Certificate IV, Diploma, Advanced Diploma, Associate Degree, Bachelor Degree, Graduate Diploma, Master and Doctoral level.
Highly relevant major fields of study include:
- Business Management
- Customer Engagement
- Customer Service Management
Employment Tasks
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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How to apply
If you're a professional choosing to migrate to Australia, chances are you're likely to be assessed by us. We assess 361 different professional occupations, assessing your skills, experience and qualifications.
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