Occupation

551132 Call or Contact Centre Team Leader

Latest release

Consultation draft: Australian and New Zealand Standard Classification of Occupations (ANZSCO)

Reference period

July 2024

Released

25/07/2024

Next release Unknown

First release

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

This occupation has a skill level corresponding to the qualifications and experience below.

Skill Level 3: AQF Certificate III including at least two years of on-the-job training, AQF Certificate IV, or at least three years of relevant experience

Skill Level 3: NZQF Level 4 qualification, or at least three years of relevant experience

Guides and assists call or contact centre operators in resolving problems and addressing customer enquiries
Provides hands-on coaching to enhance team performance
Creates and manages staff rosters to meet performance targets
Oversees team members to ensure efficient operations
Listens to and evaluate calls conducted by centre operators and offers constructive feedback to improve performance

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