Call or Contact Centre Operator – ANZSCO 541112

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Answers customer telephone, Internet and email inquiries about goods and services, and promotes the goods and services.

Skill Level


Alternative Titles




Skills Assessment Authority


No caveats apply to this occupation.

Group: 5411 Call or Contact Centre Workers


respond to telephone, Internet and email inquiries and complaints about an organisation's goods and services, and promote the goods and services.


  • 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