Call or Contact Centre Team Leader – ANZSCO 541111

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Description

Oversees 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

Specializations

  • Call or Contact Centre Coach
  • Call or Contact Centre Workforce Planner

Skills Assessment Authority

VETASSESS

Caveats

No caveats apply to this occupation.

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.

Occupations in this Group