Overview
All Call or Contact Centre Workers
-
$1,196 Weekly Pay
-
Moderate Future Growth
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
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.
You usually need prior experience in a call centre or a customer service role to work as a Call Centre or Contact Centre Team Leader. While formal qualifications aren't essential, a certificate III, IV or diploma in customer contact or engagement or another related field may be useful.
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.
Prospects
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.
Caution: The Australian jobs market is changing in response to the COVID-19 pandemic. These estimates do not take account of the impact of COVID-19. They may not reflect the current jobs market and should be used and interpreted with extreme caution.
- 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%).
Main Industries
Source: Based on ABS Census 2016, Customised Report. Industries are based on the Australian and New Zealand Standard Industrial Classification (ANZSIC 06).
States and Territories
NSW
VIC
QLD
SA
WA
TAS
NT
ACT
Source: Based on ABS Census 2016, Customised Report. Share of workers across Australian States and Territories, in this job compared to the all jobs average.
Age Profile
Source: Based on ABS Census 2016, Customised Report. Age profile of workers in this job compared to the all jobs average.
Education Level
Source: 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.
Pathways
You usually need prior experience in a call centre or a customer service role to work as a Call Centre or Contact Centre Team Leader. While formal qualifications aren't essential, a certificate III, IV or diploma in customer contact or engagement or another related field may be useful.
Before starting a course, check it will provide you with the skills and qualifications you need. Visit
- My Skills to compare Vocational Education and Training (VET) courses, providers and student outcomes.
- AAPathways website to explore Tourism, Travel and Hospitality VET training pathways.
Skills & Knowledge
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.
-
Customer and personal service
Understanding customer needs, providing good quality service, and measuring customer satisfaction.
-
Administration and management
Business principles involved in strategic planning, leadership, and coordinating people and resources.
-
Education and training
Curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
-
Sales and marketing
Showing, promoting, and selling including marketing strategy, product demonstration, sales techniques, and sales control systems.
-
English language
English language including the meaning and spelling of words, rules of composition, and grammar.
-
Personnel and human resources
Recruiting and training people, managing pay and other entitlements (like sick leave), and negotiating pay and conditions.
-
Clerical
Word processing, managing files and records, stenography and transcription, designing forms, and other office work.
-
Mathematics
Arithmetic, algebra, geometry, calculus, or statistics.
-
Computers and electronics
Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
-
Economics and accounting
Economics and accounting, the financial markets, banking and checking and reporting of financial data.
-
Psychology
Human behaviour; differences in ability, personality, and interests; learning and motivation; research methods; assessing and treating disorders.
-
Communications and media
Media production, communication, and dissemination. Includes written, spoken, and visual media.
-
Transportation
Moving people or goods by air, rail, sea, or road.
-
Production and processing
Raw materials, production processes, quality control, costs, and ways of making and distributing goods.
-
Law and government
How our laws and courts work. Government rules and regulations, and the political system.
-
Public safety and security
Use of equipment, rules and ideas to protect people, data, property, and institutions.
-
Geography
Describing land, sea, and air, including their physical characteristics, locations, how they work together, and the location of plant, animal, and human life.
-
Telecommunications
Transmission, broadcasting, switching, control, and operation of telecommunications systems.
-
Technical design
Design techniques, tools, and principles used to make detailed technical plans, blueprints, drawings, and models.
-
Mechanical
Machines and tools, including their designs, uses, repair, and maintenance.
Skills
Skills can be improved through training or experience.
-
Monitoring
Keeping track of how well work is progressing so you can make changes or improvements.
-
Active listening
Listening to others, not interrupting, and asking good questions.
-
Management of personnel resources
Motivating, developing, and directing people as they work, and choosing the best people for the job.
-
Reading comprehension
Reading work related information.
-
Social perceptiveness
Understanding why people react the way they do.
-
Speaking
Talking to others.
-
Instructing
Teaching people how to do something.
-
Critical thinking
Thinking about the pros and cons of different ways to solve a problem.
-
Persuasion
Talking people into changing their minds or their behaviour.
-
Writing
Writing things for co-workers or customers.
-
Coordination with others
Being adaptable and coordinating work with other people.
-
Judgment and decision making
Figuring out the pros and cons of different options and choosing the best one.
-
Time management
Managing your own and other peoples' time to get work done.
-
Complex problem solving
Noticing a problem and figuring out the best way to solve it.
-
Negotiation
Bringing people together and trying to sort out their differences.
-
Active learning
Being able to use what you have learnt to solve problems now and again in the future.
-
Learning strategies
Figuring out the best way to teach or learn something new.
-
Systems evaluation
Measuring how well a system is working and how to improve it.
-
Serving others
Looking for ways to help people.
-
Mathematics
Using maths to solve problems.
Abilities
Workers use these physical and mental abilities.
-
Oral expression
Communicate by speaking.
-
Deductive reasoning
Use general rules to find answers or solve problems logically.
-
Oral comprehension
Listen to and understand what people say.
-
Speech recognition
Identify and understand the speech of another person.
-
Written comprehension
Read and understand written information.
-
Inductive reasoning
Use lots of detailed information to come up with answers or make general rules.
-
Speech clarity
Speak clearly so others can understand you.
-
Written expression
Write in a way that people can understand.
-
Near vision
See details that are up-close (within a few feet).
-
Brainstorming
Come up with a number of ideas about a topic, even if the ideas aren't very good.
-
Originality
Come up with unusual or clever ideas, or creative ways to solve a problem.
-
Problem spotting
Notice when something is wrong or is likely to go wrong, even if you can't solve the problem.
-
Sorting or ordering
Order or arrange things in a pattern or sequence (e.g., numbers, letters, words, pictures, mathematical operations).
-
Categorising
Come up with different ways of grouping things.
-
Mathematics
Choose the right maths method or formula to solve a problem.
-
Working with numbers
Add, subtract, multiply, or divide.
-
Far vision
See details that are far away.
-
Flexibility of closure
See a pattern (a figure, object, word, or sound) hidden in other distracting material.
-
Selective attention
Pay attention to something without being distracted.
-
Perceptual speed
Use your eyes to quickly compare groups of letters, numbers, pictures, or other things.
Activities
These are kinds of activities workers regularly do in this job.
-
Building good relationships
Building good working relationships and keeping them over time.
-
Giving expert advice
Providing guidance and expert advice to management or other groups.
-
Planning and prioritising work
Deciding on goals and putting together a detailed plan to get the work done.
-
Communicating with the public
Giving information to the public, business or government by telephone, in writing, or in person.
-
Negotiating and resolving conflicts
Handling complaints and disagreements, and negotiating with people.
-
Communicating within a team
Giving information to co-workers by telephone, in writing, or in person.
-
Influencing people
Convincing people to buy something or to change their minds or actions.
-
Guiding and directing staff
Guiding and directing staff, including setting and monitoring performance standards.
-
Coordinating the work of a team
Getting members of a group to work together to finish a task.
-
Making decisions and solving problems
Using information to work out the best solution and solve problems.
-
Assessing and evaluating things
Working out the value, importance, or quality of things, services or people.
-
Coaching and developing others
Working out the needs of others and coaching, mentoring, or helping them to improve.
-
Researching and investigating
Looking for, getting and understanding different kinds of information.
-
Looking for changes over time
Comparing objects, actions, or events. Looking for differences between them or changes over time.
-
Leading and encouraging a team
Encouraging and building trust, respect, and cooperation among team members.
-
Collecting and organising information
Compiling, coding, categorizing, calculating, tabulating, auditing, or checking information or data.
-
Coming up with systems and processes
Deciding on goals and figuring out what you need to do to achieve them.
-
Training and teaching others
Understanding the needs of others, developing training programs, and teaching or instructing.
-
Explaining things to people
Helping people to understand and use information.
-
Working with computers
Using computers to program, write software, set up functions, enter data, or process information.

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.
Work Environment
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.
-
Electronic mail
Use electronic mail.
-
Telephone
Talk on the telephone.
-
Indoors, heat controlled
Work indoors with access to heating or cooling.
-
Face-to-face discussions
Talk with people face-to-face.
-
Contact with people
Have contact with people by telephone, face-to-face, or any other way.
-
Unstructured work
Have freedom to decide on tasks, priorities, and goals.
-
Freedom to make decisions
Have freedom to make decision on your own.
-
Frequent decision making
Frequently make decisions that impact other people.
-
Responsible for outcomes
Take responsibility for the results of other people's work.
-
Spend time sitting
Spend time sitting at work.
-
Letters and memos
Write letters and memos.
-
Impact of decisions
Make decisions that have a large impact on other people.
-
Time pressure
Work to strict deadlines.
-
Contact with the public
Work with customers or the public.
-
Conflict situations
Deal with conflict or disagreements.
-
Teamwork
Work with people in a group or team.
-
Lead or coordinate a team
Lead others to do work activities.
-
Being exact or accurate
Be very exact or highly accurate.
-
Health and safety of others
Take responsibility for the health and safety of others.
-
Competition
Compete with others, or be aware of competitive pressures.
Values
Work values are important to a person’s feeling of satisfaction. All six values are shown below.
-
Independence
Work alone and make decisions. Workers are able to try out their own ideas, make decisions on their own, and work with little or no supervision.
-
Working conditions
Job security and good working conditions. There is usually a steady flow of interesting work, and the pay and conditions are generally good.
-
Relationships
Serve and work with others. Workers usually get along well with each other, do things to help other people, and are rarely pressured to do things that go against their sense of right and wrong.
-
Support
Supportive management that stands behind employees. Workers are treated fairly by their company, they are supported by management, and have supervisors who train them well.
-
Achievement
Results oriented. Workers are able to use their strongest abilities, giving them a feeling of accomplishment.
-
Recognition
Advancement and the potential to lead. Workers are recognised for the work that they do, they may give directions and instructions to others, and they are looked up to in their company and their community.
Interests
Interests are the style or type of work we prefer to do. All interest areas are shown below.
-
Enterprising
Starting up and carrying out projects. Leading people and making many decisions. Sometimes require risk taking and often deal with business.
-
Administrative
Following set procedures and routines. Working with numbers and details more than with ideas, usually following rules.
-
Helping
Working with people. Helping or providing service to others.
-
Practical
Practical, hands-on work. Often with plants and animals, or materials like wood, tools, and machinery.
-
Analytical
Ideas and thinking. Searching for facts and figuring out problems in your head.
-
Creative
Working with forms, designs and patterns. Often need self-expression and can be done without following rules.

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.
All Call or Contact Centre Workers
-
$1,196 Weekly Pay
-
Moderate Future Growth
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
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.
You usually need prior experience in a call centre or a customer service role to work as a Call Centre or Contact Centre Team Leader. While formal qualifications aren't essential, a certificate III, IV or diploma in customer contact or engagement or another related field may be useful.
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.
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.
Caution: The Australian jobs market is changing in response to the COVID-19 pandemic. These estimates do not take account of the impact of COVID-19. They may not reflect the current jobs market and should be used and interpreted with extreme caution.
- 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%).
Main Industries
Source: Based on ABS Census 2016, Customised Report. Industries are based on the Australian and New Zealand Standard Industrial Classification (ANZSIC 06).
States and Territories
NSW
VIC
QLD
SA
WA
TAS
NT
ACT
Source: Based on ABS Census 2016, Customised Report. Share of workers across Australian States and Territories, in this job compared to the all jobs average.
Age Profile
Source: Based on ABS Census 2016, Customised Report. Age profile of workers in this job compared to the all jobs average.
Education Level
Source: 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.
You usually need prior experience in a call centre or a customer service role to work as a Call Centre or Contact Centre Team Leader. While formal qualifications aren't essential, a certificate III, IV or diploma in customer contact or engagement or another related field may be useful.
Before starting a course, check it will provide you with the skills and qualifications you need. Visit
- My Skills to compare Vocational Education and Training (VET) courses, providers and student outcomes.
- AAPathways website to explore Tourism, Travel and Hospitality VET training pathways.
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.
-
Customer and personal service
Understanding customer needs, providing good quality service, and measuring customer satisfaction.
-
Administration and management
Business principles involved in strategic planning, leadership, and coordinating people and resources.
-
Education and training
Curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
-
Sales and marketing
Showing, promoting, and selling including marketing strategy, product demonstration, sales techniques, and sales control systems.
-
English language
English language including the meaning and spelling of words, rules of composition, and grammar.
-
Personnel and human resources
Recruiting and training people, managing pay and other entitlements (like sick leave), and negotiating pay and conditions.
-
Clerical
Word processing, managing files and records, stenography and transcription, designing forms, and other office work.
-
Mathematics
Arithmetic, algebra, geometry, calculus, or statistics.
-
Computers and electronics
Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
-
Economics and accounting
Economics and accounting, the financial markets, banking and checking and reporting of financial data.
-
Psychology
Human behaviour; differences in ability, personality, and interests; learning and motivation; research methods; assessing and treating disorders.
-
Communications and media
Media production, communication, and dissemination. Includes written, spoken, and visual media.
-
Transportation
Moving people or goods by air, rail, sea, or road.
-
Production and processing
Raw materials, production processes, quality control, costs, and ways of making and distributing goods.
-
Law and government
How our laws and courts work. Government rules and regulations, and the political system.
-
Public safety and security
Use of equipment, rules and ideas to protect people, data, property, and institutions.
-
Geography
Describing land, sea, and air, including their physical characteristics, locations, how they work together, and the location of plant, animal, and human life.
-
Telecommunications
Transmission, broadcasting, switching, control, and operation of telecommunications systems.
-
Technical design
Design techniques, tools, and principles used to make detailed technical plans, blueprints, drawings, and models.
-
Mechanical
Machines and tools, including their designs, uses, repair, and maintenance.
Skills
Skills can be improved through training or experience.
-
Monitoring
Keeping track of how well work is progressing so you can make changes or improvements.
-
Active listening
Listening to others, not interrupting, and asking good questions.
-
Management of personnel resources
Motivating, developing, and directing people as they work, and choosing the best people for the job.
-
Reading comprehension
Reading work related information.
-
Social perceptiveness
Understanding why people react the way they do.
-
Speaking
Talking to others.
-
Instructing
Teaching people how to do something.
-
Critical thinking
Thinking about the pros and cons of different ways to solve a problem.
-
Persuasion
Talking people into changing their minds or their behaviour.
-
Writing
Writing things for co-workers or customers.
-
Coordination with others
Being adaptable and coordinating work with other people.
-
Judgment and decision making
Figuring out the pros and cons of different options and choosing the best one.
-
Time management
Managing your own and other peoples' time to get work done.
-
Complex problem solving
Noticing a problem and figuring out the best way to solve it.
-
Negotiation
Bringing people together and trying to sort out their differences.
-
Active learning
Being able to use what you have learnt to solve problems now and again in the future.
-
Learning strategies
Figuring out the best way to teach or learn something new.
-
Systems evaluation
Measuring how well a system is working and how to improve it.
-
Serving others
Looking for ways to help people.
-
Mathematics
Using maths to solve problems.
Abilities
Workers use these physical and mental abilities.
-
Oral expression
Communicate by speaking.
-
Deductive reasoning
Use general rules to find answers or solve problems logically.
-
Oral comprehension
Listen to and understand what people say.
-
Speech recognition
Identify and understand the speech of another person.
-
Written comprehension
Read and understand written information.
-
Inductive reasoning
Use lots of detailed information to come up with answers or make general rules.
-
Speech clarity
Speak clearly so others can understand you.
-
Written expression
Write in a way that people can understand.
-
Near vision
See details that are up-close (within a few feet).
-
Brainstorming
Come up with a number of ideas about a topic, even if the ideas aren't very good.
-
Originality
Come up with unusual or clever ideas, or creative ways to solve a problem.
-
Problem spotting
Notice when something is wrong or is likely to go wrong, even if you can't solve the problem.
-
Sorting or ordering
Order or arrange things in a pattern or sequence (e.g., numbers, letters, words, pictures, mathematical operations).
-
Categorising
Come up with different ways of grouping things.
-
Mathematics
Choose the right maths method or formula to solve a problem.
-
Working with numbers
Add, subtract, multiply, or divide.
-
Far vision
See details that are far away.
-
Flexibility of closure
See a pattern (a figure, object, word, or sound) hidden in other distracting material.
-
Selective attention
Pay attention to something without being distracted.
-
Perceptual speed
Use your eyes to quickly compare groups of letters, numbers, pictures, or other things.
Activities
These are kinds of activities workers regularly do in this job.
-
Building good relationships
Building good working relationships and keeping them over time.
-
Giving expert advice
Providing guidance and expert advice to management or other groups.
-
Planning and prioritising work
Deciding on goals and putting together a detailed plan to get the work done.
-
Communicating with the public
Giving information to the public, business or government by telephone, in writing, or in person.
-
Negotiating and resolving conflicts
Handling complaints and disagreements, and negotiating with people.
-
Communicating within a team
Giving information to co-workers by telephone, in writing, or in person.
-
Influencing people
Convincing people to buy something or to change their minds or actions.
-
Guiding and directing staff
Guiding and directing staff, including setting and monitoring performance standards.
-
Coordinating the work of a team
Getting members of a group to work together to finish a task.
-
Making decisions and solving problems
Using information to work out the best solution and solve problems.
-
Assessing and evaluating things
Working out the value, importance, or quality of things, services or people.
-
Coaching and developing others
Working out the needs of others and coaching, mentoring, or helping them to improve.
-
Researching and investigating
Looking for, getting and understanding different kinds of information.
-
Looking for changes over time
Comparing objects, actions, or events. Looking for differences between them or changes over time.
-
Leading and encouraging a team
Encouraging and building trust, respect, and cooperation among team members.
-
Collecting and organising information
Compiling, coding, categorizing, calculating, tabulating, auditing, or checking information or data.
-
Coming up with systems and processes
Deciding on goals and figuring out what you need to do to achieve them.
-
Training and teaching others
Understanding the needs of others, developing training programs, and teaching or instructing.
-
Explaining things to people
Helping people to understand and use information.
-
Working with computers
Using computers to program, write software, set up functions, enter data, or process information.

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.
-
Electronic mail
Use electronic mail.
-
Telephone
Talk on the telephone.
-
Indoors, heat controlled
Work indoors with access to heating or cooling.
-
Face-to-face discussions
Talk with people face-to-face.
-
Contact with people
Have contact with people by telephone, face-to-face, or any other way.
-
Unstructured work
Have freedom to decide on tasks, priorities, and goals.
-
Freedom to make decisions
Have freedom to make decision on your own.
-
Frequent decision making
Frequently make decisions that impact other people.
-
Responsible for outcomes
Take responsibility for the results of other people's work.
-
Spend time sitting
Spend time sitting at work.
-
Letters and memos
Write letters and memos.
-
Impact of decisions
Make decisions that have a large impact on other people.
-
Time pressure
Work to strict deadlines.
-
Contact with the public
Work with customers or the public.
-
Conflict situations
Deal with conflict or disagreements.
-
Teamwork
Work with people in a group or team.
-
Lead or coordinate a team
Lead others to do work activities.
-
Being exact or accurate
Be very exact or highly accurate.
-
Health and safety of others
Take responsibility for the health and safety of others.
-
Competition
Compete with others, or be aware of competitive pressures.
Values
Work values are important to a person’s feeling of satisfaction. All six values are shown below.
-
Independence
Work alone and make decisions. Workers are able to try out their own ideas, make decisions on their own, and work with little or no supervision.
-
Working conditions
Job security and good working conditions. There is usually a steady flow of interesting work, and the pay and conditions are generally good.
-
Relationships
Serve and work with others. Workers usually get along well with each other, do things to help other people, and are rarely pressured to do things that go against their sense of right and wrong.
-
Support
Supportive management that stands behind employees. Workers are treated fairly by their company, they are supported by management, and have supervisors who train them well.
-
Achievement
Results oriented. Workers are able to use their strongest abilities, giving them a feeling of accomplishment.
-
Recognition
Advancement and the potential to lead. Workers are recognised for the work that they do, they may give directions and instructions to others, and they are looked up to in their company and their community.
Interests
Interests are the style or type of work we prefer to do. All interest areas are shown below.
-
Enterprising
Starting up and carrying out projects. Leading people and making many decisions. Sometimes require risk taking and often deal with business.
-
Administrative
Following set procedures and routines. Working with numbers and details more than with ideas, usually following rules.
-
Helping
Working with people. Helping or providing service to others.
-
Practical
Practical, hands-on work. Often with plants and animals, or materials like wood, tools, and machinery.
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Analytical
Ideas and thinking. Searching for facts and figuring out problems in your head.
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Creative
Working with forms, designs and patterns. Often need self-expression and can be done without following rules.

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.