CALL OR CONTACT CENTRE TEAM LEADER

ANZSCO Code: 541111

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

Skill Level

3

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

Group: CALL OR CONTACT CENTRE WORKERS

ANZSCO Code: 5411

CALL OR CONTACT CENTRE WORKERS respond to telephone, Internet and email inquiries and complaints about an organisation's goods and services, and promote the goods and services.

Indicative 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 Australia

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)

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
  • 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
Occupations