Call or Contact Centre Team Leader
- Classification
- Occupation
- Skill level
- 3
- Major group
- Clerical and Administrative Workers
Classification
- Major group
- 5Clerical and Administrative Workers
- Sub-major group
- 55Enquiry and Information Officers and Receptionists
- Minor group
- 551Call Centre and Information Officers
- Unit group
- 5511Call and Contact Centre Workers
Description
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
Unit group
5511 · Call and Contact Centre WorkersDescription
Answer customer telephone, internet and email enquiries about goods and services, promote the goods and services, and oversee teams of Call or Contact Centre Operators.
Skill level
Australia
3; 4
Occupation skill level 3
Tasks
Tasks include
- 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
Occupations in this unit group
Sources
- www.abs.gov.au/statistics/classifications/osca-occupation-standard-classification-australia/2024-version-1-0/browse-classification/5/55/551/5511
- www.abs.gov.au/statistics/classifications/osca-occupation-standard-classification-australia/2024-version-1-0/data-downloads/OSCA%20Category%20Descriptions.xlsx