Call Centre or Contact Centre Team Leaders oversee and determine work requirements, monitor telephone calls, and coach and allocate duties to Call or Contact Centre Operators.

Also known as: Call or Contact Centre Supervisor.

Specialisations: Call or Contact Centre Coach, Call or Contact Centre Workforce Planner.

Prior experience in a call centre or a customer service role is needed to work as a Call Centre or Contact Centre Team Leader. Formal qualifications might be useful but aren't essential. A course in customer service or a related field might be helpful.

Tasks

  • Answers incoming calls, emails and messages to assist customers with their specific inquiries.
  • Identifies requirements and records information into computer systems.
  • Coaches staff and assists call centre operators to resolve problems and customer inquiries.
  • Develops rosters and manages staff numbers to meet work flows.
  • Listens to calls conducted by call centre operators and provides performance feedback.
  • Monitors and times calls.
  • Creates further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer.
  • Updates databases to reflect changes to the status of customers and prospective customers.
  • Arranges the dispatch of goods, information kits and brochures to customers and interested parties.
  • Undertakes clerical duties including faxing and filling out paperwork, as well as liaising with other departments associated with completing the customer contact.
  • Issues invoices and receives electronic payments for goods and services provided.

More about Call or Contact Centre Workers

All Call or Contact Centre Workers

  • $1,196 Weekly Pay
  • Moderate Future Growth
  • Average unemployment Unemployment

Call Centre or Contact Centre Team Leaders

  • 2,300 workers Employment Size
  • Medium skill Skill level rating
  • 87% Full-Time Full-Time Share
  • 41 hours Average full-time
  • 36 years Average age
  • 63% female Gender Share

The number of people working as Call Centre or Contact Centre Team Leaders (in their main job) fell over 5 years:
from 3,400 in 2011 to 2,300 in 2016.

  • Size: This is a very small occupation.
  • Location: Call Centre or Contact Centre Team Leaders work in many regions of Australia.
  • Industries: Most work in Financial and Insurance Services; Administrative and Support Services; and Public Administration and Safety.
  • Full-time: Most work full-time (87%, much higher than the average of 66%).
  • Hours: Full-time workers spend around 41 hours per week at work (compared to the average of 44 hours).
  • Age: The average age is 36 years (compared to the average of 40 years).
  • Gender: 63% of workers are female (compared to the average of 48%).

Employment Outlook

Number of Workers

No data is available for the selected graph for this Occupation.

Weekly Earnings

Weekly Earnings (Before Tax)

No data is available for the selected graph for this Occupation.

Main Industries

Main Employing Industries (% Share)

Source: Based on ABS Census 2016, Customised Report. Industries are based on the Australian and New Zealand Standard Industrial Classification (ANZSIC 06).
Main Employing IndustriesIndustry (% share)
Financial and Insurance Services24.9
Administrative and Support Services14.7
Public Administration and Safety12.7
Information Media and Telecommunications8.2
Other Industries39.5

States and Territories

  • NSW

  • VIC

  • QLD

  • SA

  • TAS

  • NT

  • ACT

Employment by State and Territory (% Share)

Source: Based on Based on ABS Census 2016, Customised Report. Share of workers across Australian States and Territories, in this job compared to the all jobs average.
StateCall Centre or Contact Centre Team LeadersAll Jobs Average
NSW28.231.6
VIC29.525.6
QLD24.520.0
SA7.27.0
WA5.810.8
TAS2.92.0
NT0.51.0
ACT1.51.9

Age Profile

Age Profile (% Share)

Source: Based on Based on ABS Census 2016, Customised Report. Age profile of workers in this job compared to the all jobs average.
Age BracketCall Centre or Contact Centre Team LeadersAll Jobs AverageAll Jobs Average
15-190.6-5.05.0
20-247.2-9.39.3
25-3438.0-22.922.9
35-4426.1-22.022.0
45-5417.8-21.621.6
55-595.9-9.09.0
60-643.3-6.06.0
65 and Over1.1-4.24.2

Education Level

Highest Level of Education (% Share)

Source: ABS, ABS Census 2016, Customised Report. Highest qualification completed by workers in this job (in any field of study). Qualifications needed by new workers might be different from the qualifications of workers already in the job.
Type of QualificationCall Centre or Contact Centre Team LeadersAll Jobs AverageAll Jobs Average
Post Graduate/Graduate Diploma or Graduate Certificate3.9-10.110.1
Bachelor degree18.1-21.821.8
Advanced Diploma/Diploma17.3-11.611.6
Certificate III/IV19.2-21.121.1
Year 1228.9-18.118.1
Year 114.1-4.84.8
Year 10 and below8.5-12.512.5

Prior experience in a call centre or a customer service role is needed to work as a Call Centre or Contact Centre Team Leader. Formal qualifications might be useful but aren't essential. A course in customer service or a related field might be helpful.

Thinking about study or training?

Before starting a course, check it will provide you with the skills and qualifications you need.

  • Compare Vocational Education and Training (VET) courses, providers and student outcomes on the My Skills website.
  • You might be interested in Tourism, Travel and Hospitality VET training pathways on the AAPathways website.

Or check out related courses on Job Outlook.

The course listings on this page are provided by Good Education Group.

Employers look for Call or Contact Centre Workers who can communicate clearly with others and provide good customer service.

Filter Skills & Knowledge

Knowledge

These are important topics, subjects or knowledge areas.

  1. Customer and Personal Service

    71% Skill level

    Understanding customer needs, providing good quality service, and measuring customer satisfaction.

  2. Administration and Management

    69% Skill level

    Business principles involved in strategic planning, leadership, and coordinating people and resources.

  3. Education and Training

    67% Skill level

    Curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

  4. Sales and Marketing

    66% Skill level

    Showing, promoting, and selling including marketing strategy, product demonstration, sales techniques, and sales control systems.

  5. English Language

    64% Skill level

    English language including the meaning and spelling of words, rules of composition, and grammar.

Occupational Information Network
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
The skills and importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 41-1012.00 - First-Line Supervisors of Non-Retail Sales Workers.

Learn about the daily activities, and physical and social demands faced by workers. Explore the values and work styles that workers rate as most important.

Filter Work Environment

Demands

The physical and social demands workers face most often are shown below.

  1. Electronic Mail

    100% Important

    How often do you use electronic mail?

  2. Telephone

    100% Important

    How often do you talk on the telephone?

  3. Indoors, Heat Controlled

    98% Important

    How often do you work indoors with access to heating or cooling?

  4. Face-to-Face Discussions

    97% Important

    How often do you talk with people face-to-face?

  5. Contact With Others

    96% Important

    How much do you have contact with people (face-to-face, by telephone, or any other way)?

Occupational Information Network
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
The skills and importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 41-1012.00 - First-Line Supervisors of Non-Retail Sales Workers.

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