Call Centre or Contact Centre Team Leaders
Overview
Snapshot
Summary
Call Centre or Contact Centre Team Leaders oversee and determine work requirements, monitor telephone calls, and coach and allocate duties to Call or Contact Centre Operators.
Also known as: Call or Contact Centre Supervisor.
Specialisations: Call or Contact Centre Coach, Call or Contact Centre Workforce Planner.
Prior experience in a call centre or a customer service role is usually needed to work as a Call Centre or Contact Centre Team Leader. Some workers have a certificate III, IV or diploma in customer contact or engagement or another related field.
Tasks
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Answers incoming calls, emails and messages to assist customers with their specific inquiries.
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Identifies requirements and records information into computer systems.
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Coaches staff and assists call centre operators to resolve problems and customer inquiries.
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Develops rosters and manages staff numbers to meet work flows.
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Listens to calls conducted by call centre operators and provides performance feedback.
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Monitors and times calls.
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Creates further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer.
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Updates databases to reflect changes to the status of customers and prospective customers.
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Arranges the dispatch of goods, information kits and brochures to customers and interested parties.
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Undertakes clerical duties including faxing and filling out paperwork, as well as liaising with other departments associated with completing the customer contact.
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Issues invoices and receives electronic payments for goods and services provided.
Characteristics
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Vocational Education and Training (VET)
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Informal or on-the-job
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Administrative
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Enterprising
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Helping
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Sedentary
Outlook
JSA produces employment projections to show where likely future job opportunities may be. Employment projections data are only produced for occupations at the broad four digit Australian and New Zealand Standard Classification of Occupations (ANZSCO) level. While data are not available for this occupation, projections data are available for the parent occupation, Call or Contact Centre Workers, under the outlook section.
Earnings and hours
Working arrangements
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Around 87% of people employed as Call Centre or Contact Centre Team Leaders work full-time hours, in all their jobs combined. This is 21 percentage points above the all jobs average (66%).
Full-time workers work an average of 41 hours per week in their main job. This is similar to the all jobs average (44 hours per week).
Sources:Full-time share and full-time hours: ABS, 2016 Census, customised report. Compared to the all jobs average.
Industries
Main industries
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Call Centre or Contact Centre Team Leaders work in industries like:
- Financial and insurance services
- Administrative and support services
- Public administration and safety
- Information media and telecommunications.
Source: Based on ABS Census 2016, Customised Report.
Regions
Employment across Australia
NSW
VIC
QLD
SA
WA
TAS
NT
ACT
Employment by State and Territory (% Share)
State | Call Centre or Contact Centre Team Leaders | All Jobs Average |
---|---|---|
NSW | 28.2 | 31.6 |
VIC | 29.5 | 25.6 |
QLD | 24.5 | 20.0 |
SA | 7.2 | 7.0 |
WA | 5.8 | 10.8 |
TAS | 2.9 | 2.0 |
NT | 0.5 | 1.0 |
ACT | 1.5 | 1.9 |
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Around 71% of Call Centre or Contact Centre Team Leaders live in capital cities, compared with the all jobs average of 62%.
Queensland and Victoria have a large share of employment relative to their population size.
The regions with the largest share of workers are:
Source: Based on ABS Census 2016, Customised Report. Share of workers across Australian states, territories and regions, in this job compared to the all jobs average.
Worker profile
Age and gender
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The median age of Call Centre or Contact Centre Team Leaders is 36 years. This is younger than the all jobs average of 40 years.
A large share of workers are aged 25 to 34 years.
Females make up 63% of the workforce. This is 15 percentage points above the all jobs average of 48%.
Source: Based on ABS Census 2016, Customised Report. Age profile and gender share compared to the all jobs average.
Age Profile (% Share)
Age Bracket | Call Centre or Contact Centre Team Leaders | All Jobs Average |
---|---|---|
15-19 | 0.6 | 5.0 |
20-24 | 7.2 | 9.3 |
25-34 | 38.0 | 22.9 |
35-44 | 26.1 | 22.0 |
45-54 | 17.8 | 21.6 |
55-59 | 5.9 | 9.0 |
60-64 | 3.3 | 6.0 |
65 and Over | 1.1 | 4.2 |
Median Age | 36 | 40 |
Source: Based on ABS Census 2016, Customised Report. Age profile of workers in this job compared to the all jobs average.
Employment Pathways
Education, training and experience
Prior experience in a call centre or a customer service role is usually needed to work as a Call Centre or Contact Centre Team Leader. Some workers have a certificate III, IV or diploma in customer contact or engagement or another related field.
Visit
- My Skills to compare Vocational Education and Training (VET) courses, providers and student outcomes.
- AAPathways website to explore Tourism, Travel and Hospitality VET training pathways.
Highest Level of Education (% Share)
Type of Qualification | Call Centre or Contact Centre Team Leaders | All Jobs Average |
---|---|---|
Post Graduate/Graduate Diploma or Graduate Certificate | 3.9 | 10.1 |
Bachelor degree | 18.1 | 21.8 |
Advanced Diploma/Diploma | 17.3 | 11.6 |
Certificate III/IV | 19.2 | 21.1 |
Year 12 | 28.9 | 18.1 |
Year 11 | 4.1 | 4.8 |
Year 10 and below | 8.5 | 12.5 |
Source: ABS Census 2016, Customised Report. Highest qualification completed by workers in this job (in any field of study). Qualifications needed by new workers might be different from the qualifications of workers already in the job.
Skills and Knowledge
Employers look for Call or Contact Centre Workers who can communicate clearly with others and provide good customer service.
Skills
Skills can be improved through training or experience.
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61%
MonitoringKeeping track of how well work is progressing so you can make changes or improvements.
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57%
Active listeningListening to others, not interrupting, and asking good questions.
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57%
Management of personnel resourcesMotivating, developing, and directing people as they work, and choosing the best people for the job.
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57%
Reading comprehensionReading work related information.
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57%
Social perceptivenessUnderstanding why people react the way they do.
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57%
SpeakingTalking to others.
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57%
InstructingTeaching people how to do something.
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55%
Critical thinkingThinking about the pros and cons of different ways to solve a problem.
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55%
PersuasionTalking people into changing their minds or their behaviour.
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55%
WritingWriting things for co-workers or customers.
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54%
Coordination with othersBeing adaptable and coordinating work with other people.
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54%
Judgment and decision makingFiguring out the pros and cons of different options and choosing the best one.
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54%
Time managementManaging your own and other peoples' time to get work done.
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54%
Complex problem solvingNoticing a problem and figuring out the best way to solve it.
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54%
NegotiationBringing people together and trying to sort out their differences.
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52%
Active learningBeing able to use what you have learnt to solve problems now and again in the future.
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52%
Learning strategiesFiguring out the best way to teach or learn something new.
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52%
Systems evaluationMeasuring how well a system is working and how to improve it.
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48%
Serving othersLooking for ways to help people.
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45%
MathematicsUsing maths to solve problems.
Knowledge
These are important topics, subjects or knowledge areas.
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71%
Customer and personal serviceUnderstanding customer needs, providing good quality service, and measuring customer satisfaction.
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69%
Administration and managementBusiness principles involved in strategic planning, leadership, and coordinating people and resources.
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67%
Education and trainingCurriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
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66%
Sales and marketingShowing, promoting, and selling including marketing strategy, product demonstration, sales techniques, and sales control systems.
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64%
English languageEnglish language including the meaning and spelling of words, rules of composition, and grammar.
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63%
Personnel and human resourcesRecruiting and training people, managing pay and other entitlements (like sick leave), and negotiating pay and conditions.
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56%
ClericalWord processing, managing files and records, stenography and transcription, designing forms, and other office work.
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55%
MathematicsArithmetic, algebra, geometry, calculus, or statistics.
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55%
Computers and electronicsCircuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
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50%
Economics and accountingEconomics and accounting, the financial markets, banking and checking and reporting of financial data.
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42%
PsychologyHuman behaviour; differences in ability, personality, and interests; learning and motivation; research methods; assessing and treating disorders.
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41%
Communications and mediaMedia production, communication, and dissemination. Includes written, spoken, and visual media.
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32%
TransportationMoving people or goods by air, rail, sea, or road.
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31%
Production and processingRaw materials, production processes, quality control, costs, and ways of making and distributing goods.
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30%
Law and governmentHow our laws and courts work. Government rules and regulations, and the political system.
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29%
Public safety and securityUse of equipment, rules and ideas to protect people, data, property, and institutions.
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28%
GeographyDescribing land, sea, and air, including their physical characteristics, locations, how they work together, and the location of plant, animal, and human life.
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23%
TelecommunicationsTransmission, broadcasting, switching, control, and operation of telecommunications systems.
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22%
Technical designDesign techniques, tools, and principles used to make detailed technical plans, blueprints, drawings, and models.
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18%
MechanicalMachines and tools, including their designs, uses, repair, and maintenance.
Abilities
Workers use these physical and mental abilities..
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59%
Oral expressionCommunicate by speaking.
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57%
Deductive reasoningUse general rules to find answers or solve problems logically.
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57%
Oral comprehensionListen to and understand what people say.
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57%
Speech recognitionIdentify and understand the speech of another person.
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57%
Written comprehensionRead and understand written information.
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54%
Inductive reasoningUse lots of detailed information to come up with answers or make general rules.
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54%
Speech claritySpeak clearly so others can understand you.
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54%
Written expressionWrite in a way that people can understand.
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52%
Near visionSee details that are up-close (within a few feet).
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52%
BrainstormingCome up with a number of ideas about a topic, even if the ideas aren't very good.
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50%
OriginalityCome up with unusual or clever ideas, or creative ways to solve a problem.
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48%
Problem spottingNotice when something is wrong or is likely to go wrong, even if you can't solve the problem.
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48%
Sorting or orderingOrder or arrange things in a pattern or sequence (e.g., numbers, letters, words, pictures, mathematical operations).
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46%
CategorisingCome up with different ways of grouping things.
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46%
MathematicsChoose the right maths method or formula to solve a problem.
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45%
Working with numbersAdd, subtract, multiply, or divide.
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41%
Far visionSee details that are far away.
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41%
Flexibility of closureSee a pattern (a figure, object, word, or sound) hidden in other distracting material.
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39%
Selective attentionPay attention to something without being distracted.
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37%
Perceptual speedUse your eyes to quickly compare groups of letters, numbers, pictures, or other things.
Activities
These are kinds of activities workers regularly do in this job.
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88%
Building good relationshipsBuilding good working relationships and keeping them over time.
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87%
Giving expert adviceProviding guidance and expert advice to management or other groups.
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84%
Planning and prioritising workDeciding on goals and putting together a detailed plan to get the work done.
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84%
Communicating with the publicGiving information to the public, business or government by telephone, in writing, or in person.
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83%
Negotiating and resolving conflictsHandling complaints and disagreements, and negotiating with people.
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80%
Communicating within a teamGiving information to co-workers by telephone, in writing, or in person.
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80%
Influencing peopleConvincing people to buy something or to change their minds or actions.
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79%
Guiding and directing staffGuiding and directing staff, including setting and monitoring performance standards.
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79%
Coordinating the work of a teamGetting members of a group to work together to finish a task.
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79%
Making decisions and solving problemsUsing information to work out the best solution and solve problems.
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78%
Assessing and evaluating thingsWorking out the value, importance, or quality of things, services or people.
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77%
Coaching and developing othersWorking out the needs of others and coaching, mentoring, or helping them to improve.
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73%
Researching and investigatingLooking for, getting and understanding different kinds of information.
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71%
Looking for changes over timeComparing objects, actions, or events. Looking for differences between them or changes over time.
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69%
Leading and encouraging a teamEncouraging and building trust, respect, and cooperation among team members.
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67%
Collecting and organising informationCompiling, coding, categorizing, calculating, tabulating, auditing, or checking information or data.
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65%
Coming up with systems and processesDeciding on goals and figuring out what you need to do to achieve them.
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64%
Training and teaching othersUnderstanding the needs of others, developing training programs, and teaching or instructing.
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61%
Explaining things to peopleHelping people to understand and use information.
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50%
Working with computersUsing computers to program, write software, set up functions, enter data, or process information.
Interests and demands
Learn about the daily activities, and physical and social demands faced by workers. Explore the values and work styles that workers rate as most important.
Interests
Interests are the style or type of work we prefer to do. All interest areas are shown below.
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100%
EnterprisingStarting up and carrying out projects. Leading people and making many decisions. Sometimes require risk taking and often deal with business.
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76%
AdministrativeFollowing set procedures and routines. Working with numbers and details more than with ideas, usually following rules.
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62%
HelpingWorking with people. Helping or providing service to others.
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33%
PracticalPractical, hands-on work. Often with plants and animals, or materials like wood, tools, and machinery.
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29%
AnalyticalIdeas and thinking. Searching for facts and figuring out problems in your head.
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24%
CreativeWorking with forms, designs and patterns. Often need self-expression and can be done without following rules.
Values
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76%
IndependenceWork alone and make decisions. Workers are able to try out their own ideas, make decisions on their own, and work with little or no supervision.
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74%
Working conditionsJob security and good working conditions. There is usually a steady flow of interesting work, and the pay and conditions are generally good.
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71%
RelationshipsServe and work with others. Workers usually get along well with each other, do things to help other people, and are rarely pressured to do things that go against their sense of right and wrong.
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71%
SupportSupportive management that stands behind employees. Workers are treated fairly by their company, they are supported by management, and have supervisors who train them well.
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62%
AchievementResults oriented. Workers are able to use their strongest abilities, giving them a feeling of accomplishment.
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57%
RecognitionAdvancement and the potential to lead. Workers are recognised for the work that they do, they may give directions and instructions to others, and they are looked up to in their company and their community.
Demands
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100%
Electronic mailUse electronic mail.
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100%
TelephoneTalk on the telephone.
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98%
Indoors, heat controlledWork indoors with access to heating or cooling.
-
97%
Face-to-face discussionsTalk with people face-to-face.
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96%
Contact with peopleHave contact with people by telephone, face-to-face, or any other way.
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95%
Unstructured workHave freedom to decide on tasks, priorities, and goals.
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91%
Freedom to make decisionsHave freedom to make decision on your own.
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90%
Frequent decision makingFrequently make decisions that impact other people.
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86%
Responsible for outcomesTake responsibility for the results of other people's work.
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84%
Spend time sittingSpend time sitting at work.
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83%
Letters and memosWrite letters and memos.
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82%
Impact of decisionsMake decisions that have a large impact on other people.
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82%
Time pressureWork to strict deadlines.
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81%
Contact with the publicWork with customers or the public.
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78%
Conflict situationsDeal with conflict or disagreements.
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78%
TeamworkWork with people in a group or team.
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76%
Lead or coordinate a teamLead others to do work activities.
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76%
Being exact or accurateBe very exact or highly accurate.
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68%
Health and safety of othersTake responsibility for the health and safety of others.
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65%
CompetitionCompete with others, or be aware of competitive pressures.
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
The skills and importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 41-1012.00 - First-Line Supervisors of Non-Retail Sales Workers.
Links and downloads
Research and reports
The Skills Priority List provides a current labour market rating and a future demand rating for nearly 800 occupations nationally. Current labour market ratings are available for occupations at a state and territory level.
Downloads
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Occupation profiles data are available for download.
The Employment Projections are available for download.