Call or Contact Centre Team Leader – ANZSCO 541111

Call or Contact Centre Team Leaders oversee 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 Requirement

Unless you are exempt in very limited circumstances, you are required to have a positive Skills Assessment to apply for the visas listed above.

Skills Assessment authority for Call or Contact Centre Team Leader is Vocational & Education Training Assessment (VETASSESS). To have a positive skills assessment, you must meet the following criteria:

• AQF Certificate IV Qualification in a highly relevant field of study AND at least one year of post-qualification highly relevant employment at an appropriate skill level in the last five years; or
• AQF Certificate IV Qualification that is not a highly relevant field of study AND at least two years post-qualification highly relevant employment at an appropriate skill level in the last five years; or
• AQF Certificate III Qualification in a highly relevant field of study AND at least three years of post-qualification highly relevant employment at an appropriate skill level in the last five years.
• Highly relevant fields of study include Business Management and Customer Service Management
• To achieve a positive skills assessment, the applicant must meet the qualification and employment experience requirements.

Important

According to VETASSESS, pre-qualification experience for Operating Theatre Technicians may be considered in a skills assessment if the experience meets the following requirements:

• Three years of relevant employment;
• One year of highly relevant employment performed at the required skill level; and
• The employment experience was gained in the last five years

Potential Visa Pathways for Call or Contact Centre Team Leader

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