Call 1300 619 977

541111 - Call or Contact Centre Team Leader

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

Skills Assessment Authority

VETASSESS

Caveats

No caveats apply to this occupation.

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

ABOUT US

FIND US ON:

CONTACT US

PHONE:

Australia: 1300 619 977
International: +61 7 3181 5588

HEAD OFFICE:

Level 27 Santos Building, 32 Turbot St, Brisbane QLD Australia 4000
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