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Last update: 05 December 2019 | see more
541111: Call or Contact Centre Team Leader
Skill Level 3| Assessing Authority: N/A
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Visa Options
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State Eligibility
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State Eligibility Details
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DAMA
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ANZSCO Code
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Possible Visa Options
Visa Type Eligibility *Caveats Legislative Instrument MLTSSL STSOL ROL Visa Subclass 189 Skilled IndependentLIN 19/051 Visa Subclass 190 Skilled NominatedLIN 19/051 Visa Subclass 491 State/Territory nominatedLIN 19/051 Visa Subclass 491 Family SponsoredLIN 19/051 Visa Subclass 485 Graduate WorkLIN 19/051 Visa Subclass 482 TSS: Medium & Short termLIN 19/048 Visa Subclass 482 Labour Agreement - DAMAVisa Subclass 186 ENS: TRT & DELIN 19/049 Visa Subclass 187 RSMS: TRTLIN 19/047 Visa Subclass 494 SESR: Employer SponsoredLIN 19/219,
LIN 19/260Visa Subclass 407 Training: Enhance skillsLIN 19/050 *Caveats / Applicable circumstances:
No conditions apply
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State/Territory Eligibility Summary Table
State/Territory Nomination Visa Subclass 190 Visa Subclass 491 List ACT Australian Capital Territory NSW New South Wales NT Northern Territory QLD Queensland ('Offshore' list) SA South Australia TAS Tasmania Category 1 VIC Victoria WA Western Australia (General stream) Occupation MAY be eligible. Limitations and specific State requirements such as higher English, relevant work experience, suitable employment offer, etc. may apply. Occupation in the 'Supplementary Skilled List', 'Special Conditions Apply' or 'Currently not available for state nomination' Occupation NOT on relevant 'State Occupation List', or 'Closed' status; but MAY still be eligible if you meet the requirements Occupation MAY be eligible for 190 nomination under specific circumstances Occupation MAY NOT be eligible -
State/Territory Eligibility Details
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DAMA - Designated Area Migration Agreement
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541111: Call or Contact Centre Team Leader
Description
Oversees and determines work requirements, monitors telephone calls, coaches and allocates duties to Call or Contact Centre Operators.
Skill Level 3
Occupations at Skill Level 3 have a level of skill commensurate with one of the following:
- NZ Register Level 4 qualification
- AQF Certificate IV or
- AQF Certificate III including at least two years of on-the-job training.
At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.-
Assessing Authority
- Alternative Titles
- Call Centre Supervisor
- Contact Centre Supervisor
Alternative titles are any commonly used alternative title (or titles) for the occupation. These alternative titles have the same meaning as the principal title but may be less commonly used.
- Specialisations
- Call or Contact Centre Coach
- Call or Contact Centre Workforce Planner
Specialisation titles are any commonly used titles which refer to a subset of jobs belonging to the occupation designated in the principal title. These jobs involve the performance of specialised tasks rather than the broader range of tasks usually performed in the occupation.
Unit 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.
Indicative Skill Level
The occupation Call or Contact Centre Team Leader has a level of skill commensurate with the qualifications and experience outlined below.
In Australia:
AQF Certificate III including at least two years of on-the-job training, or AQF Certificate IV (ANZSCO Skill Level 3)
In New Zealand:
NZQF Level 4 qualification (ANZSCO Skill Level 3)
At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.
The occupation Call or Contact Centre Operator has a level of skill commensurate with the qualifications and experience outlined below.
In Australia:
AQF Certificate II or III (ANZSCO Skill Level 4)
In New Zealand:
NZQF Level 2 or 3 qualification (ANZSCO Skill Level 4)
At least one year of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.- 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
- Other occupations in this Unit Group
- 541112: Call or Contact Centre Operator
- Occupation ceilings program year 2019-2020
- Average Weekly / Annual Earnings 2018
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Australian Bureau of Statistics, 2013, ANZSCO - Australian and New Zealand Standard Classification of Occupations, 2013, Version 1.3, cat. no. 1220.0, https://www.abs.gov.au/ausstats/[email protected]/mf/1220.0
