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
ANZSCOOccupationSkills Assessment189190485 (Graduate Work)491 (State)491 (Family)186 (Direct)407 (Training)494 (regional Sponsored)482 (TSS Medium Term)
541111Call or Contact Centre Team LeaderVETASSESSxxxxxxxx

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

Subclass 494 visa – Skilled Sponsored Regional (Provisional) visa

You can apply for subclass 494 if you have a regional employer who is willing to sponsor you. To be eligible for this visa, you must have at least 3 years of working experience in your nominated occupation and have a relevant skills assessment. With this visa, there is a requirement that you must work for the employer who is sponsoring you.

This visa provides pathway to permanent residency through the 191 visa.

Experience

At least 3 years full-time work experience in the nominated occupation.

English

Must have at least Competent English, i.e., IELTS 6.0 or equivalent.

Age

Must be under 45 years of age, unless exempt.

Be Sponsored

Must be sponsored by an Australian regional employer.

Job Outlook

  • $1,196 AUD

    Weekly Earnings

  • 87%

    Work full time hours

  • Moderate

    Growth expected in the next 5 years

  • 63% female

    Gender share

  • 41 hours

    Average full-time

  • Medium skill

    Skill level rating

Book a consultation with our Registered Migration Agents in Melbourne to find out more about your visa options and your path to Australian permanent residency or applying for citizenship.