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  • Skilled Occupation CLERICAL AND ADMINISTRATIVE WORKERS Inquiry Clerks and Receptionists > Call or Contact Centre Information Clerks Call or Contact Centre Workers Call or Contact Centre Team Leader



    CALL OR CONTACT CENTRE TEAM LEADER

      Alternative Titles:
        Call Centre Supervisor
        Contact Centre Supervisor

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

      Skill Level: 3

      Specialisations:

        Call or Contact Centre Coach
        Call or Contact Centre Workforce Planner
    Average Income:
    The average salary for a Call or Contact Centre Team Leader is $ 50,852 for male employees and $ 51,197 for female employees per year.
    Average Age: Males: 38.5 Females: 39.4 Persons: 39.1
    [See: www.abs.gov.au 5411 Call or contact centre workers - Employee Earnings and Hours, Australia, May 2016]



    Australian visa options for Call Centre Supervisor (Call or Contact Centre Team Leader)

    Employer Sponsorship
    Permanent
    489 Visa
    Permanent
    482 TSS Visa
    Skilled Occupation
    ANZSCO Code
    Assessing Authority
    189 Visa
    190 Visa
    State
    Family
    186 Visa (DE)
    187 Visa
    All area
    Regional area
    Call or Contact Centre Team Leader
    541111
    Visa processing times-months (75%)
    17
    Visa processing times-months (90%)
    19

    Information for Employers

    Are you seeking to employ a Call or Contact Centre Team Leader for your company?

    If you are unable to find an Australian staff, you might consider hiring a Call or Contact Centre Team Leader from overseas. We have a huge database of potential candidates; you can email us your job opportunity at employer@deltaimmigration.com.au . Your offer will be sent to suitable candidates.

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    Call or Contact Centre Team Leader job description, duties and education requirements

    UNIT GROUP 5411 CALL OR CONTACT CENTRE WORKERS

      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.


      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 Include:

      • 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

      Occupations:

      Sources: www.abs.gov.au and DIBP

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