State/Territory Eligibility Summary Table

State/Territory Eligibility Details

DAMA - Designated Area Migration Agreement

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

  There is no Assessing Authority assigned to ANZSCO code 541111

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:

NZ Register 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:

NZ Register 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
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• Average Weekly / Annual Earnings 2018
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