Call or Contact Centre Team Leader

Overview

Oversees and determines work requirements, monitors telephone calls, coaches and allocates duties to Call or Contact Centre Operators.

Skills

The occupation Call or Contact Centre Team Leader has a level of skill commensurate with the qualifications and experience outlined below. AQF Certificate III including at least two years of on-the-job training, or AQF Certificate IV (ANZSCO Skill Level 3).The occupation Call or Contact Centre Operator has a level of skill commensurate with the qualifications and experience outlined below. AQF Certificate II or III (ANZSCO Skill Level 4).

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

Alternative Titles

• Call Centre Supervisor
• Contact Centre Supervisor

Specialisations

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

Related Occupations

• Call or Contact Centre Operator