Occupation

551132 Call or Contact Centre Team Leader

Latest release
OSCA - Occupation Standard Classification for Australia
Cite
Reference period
2024, Version 1.0

551132 Call or Contact Centre Team Leader

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

Alternative titles

  • Call Centre Supervisor
  • Contact Centre Supervisor

Specialisations

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

Skill level: 3

Main tasks

  • 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