Call Centre or Contact Centre Team Leaders

ANZSCO ID 541111

Overview

Snapshot

Employed
2,300
Future Growth
N/A
Weekly Earnings
N/A
Full-Time Share
87%
Female Share
63%
Average age
36

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

  • Answers incoming calls, emails and messages to assist customers with their specific inquiries.

  • Identifies requirements and records information into computer systems.

  • Coaches staff and assists call centre operators to resolve problems and customer inquiries.

  • Develops rosters and manages staff numbers to meet work flows.

  • Listens to calls conducted by call centre operators and provides performance feedback.

  • Monitors and times calls.

  • Creates further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer.

  • Updates databases to reflect changes to the status of customers and prospective customers.

  • Arranges the dispatch of goods, information kits and brochures to customers and interested parties.

  • Undertakes clerical duties including faxing and filling out paperwork, as well as liaising with other departments associated with completing the customer contact.

  • Issues invoices and receives electronic payments for goods and services provided.

Characteristics

Job Type
Clerical And Administrative Workers
Skill Level
Medium skill
ANZSCO Occupation group
Unemployment Rate
n/a
Industries
Pathway(s)
  • Vocational Education and Training (VET)
  • Informal or on-the-job
Interests
  • Administrative
  • Enterprising
  • Helping
Physical Demand
  • Sedentary

Outlook

Employment Outlook

The NSC 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

  • 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

1
Financial and Insurance Services
24.4%
2
Administrative and Support Services
14.4%
3
Public Administration and Safety
12.5%
4
Information Media and Telecommunications
8.1%
5
Other industries
38.7%

Regions

Employment across Australia

NSW

28.2% All occupations: 31.6%

VIC

29.5% All occupations: 25.6%

QLD

24.5% All occupations: 20.0%

SA

7.2% All occupations: 7.0%

WA

5.8% All occupations: 10.8%

TAS

2.9% All occupations: 2.0%

NT

0.5% All occupations: 1.0%

ACT

1.5% All occupations: 1.9%

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


  • 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

Age In Years
36
All Jobs Average is 40
Female Share
63%
All Jobs Average is 48%
  • 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)

Source: Based on ABS Census 2016, Customised Report. Age profile of workers in this job compared to the all jobs average.
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)

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.
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.

  • 61%

    Monitoring

    Keeping track of how well work is progressing so you can make changes or improvements.

  • 57%

    Active listening

    Listening to others, not interrupting, and asking good questions.

  • 57%

    Management of personnel resources

    Motivating, developing, and directing people as they work, and choosing the best people for the job.

  • 57%

    Reading comprehension

    Reading work related information.

  • 57%

    Social perceptiveness

    Understanding why people react the way they do.

  • 57%

    Speaking

    Talking to others.

  • 57%

    Instructing

    Teaching people how to do something.

  • 55%

    Critical thinking

    Thinking about the pros and cons of different ways to solve a problem.

  • 55%

    Persuasion

    Talking people into changing their minds or their behaviour.

  • 55%

    Writing

    Writing things for co-workers or customers.

  • 54%

    Coordination with others

    Being adaptable and coordinating work with other people.

  • 54%

    Judgment and decision making

    Figuring out the pros and cons of different options and choosing the best one.

  • 54%

    Time management

    Managing your own and other peoples' time to get work done.

  • 54%

    Complex problem solving

    Noticing a problem and figuring out the best way to solve it.

  • 54%

    Negotiation

    Bringing people together and trying to sort out their differences.

  • 52%

    Active learning

    Being able to use what you have learnt to solve problems now and again in the future.

  • 52%

    Learning strategies

    Figuring out the best way to teach or learn something new.

  • 52%

    Systems evaluation

    Measuring how well a system is working and how to improve it.

  • 48%

    Serving others

    Looking for ways to help people.

  • 45%

    Mathematics

    Using maths to solve problems.


Knowledge

These are important topics, subjects or knowledge areas.

  • 71%

    Customer and personal service

    Understanding customer needs, providing good quality service, and measuring customer satisfaction.

  • 69%

    Administration and management

    Business principles involved in strategic planning, leadership, and coordinating people and resources.

  • 67%

    Education and training

    Curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

  • 66%

    Sales and marketing

    Showing, promoting, and selling including marketing strategy, product demonstration, sales techniques, and sales control systems.

  • 64%

    English language

    English language including the meaning and spelling of words, rules of composition, and grammar.

  • 63%

    Personnel and human resources

    Recruiting and training people, managing pay and other entitlements (like sick leave), and negotiating pay and conditions.

  • 56%

    Clerical

    Word processing, managing files and records, stenography and transcription, designing forms, and other office work.

  • 55%

    Mathematics

    Arithmetic, algebra, geometry, calculus, or statistics.

  • 55%

    Computers and electronics

    Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

  • 50%

    Economics and accounting

    Economics and accounting, the financial markets, banking and checking and reporting of financial data.

  • 42%

    Psychology

    Human behaviour; differences in ability, personality, and interests; learning and motivation; research methods; assessing and treating disorders.

  • 41%

    Communications and media

    Media production, communication, and dissemination. Includes written, spoken, and visual media.

  • 32%

    Transportation

    Moving people or goods by air, rail, sea, or road.

  • 31%

    Production and processing

    Raw materials, production processes, quality control, costs, and ways of making and distributing goods.

  • 30%

    Law and government

    How our laws and courts work. Government rules and regulations, and the political system.

  • 29%

    Public safety and security

    Use of equipment, rules and ideas to protect people, data, property, and institutions.

  • 28%

    Geography

    Describing land, sea, and air, including their physical characteristics, locations, how they work together, and the location of plant, animal, and human life.

  • 23%

    Telecommunications

    Transmission, broadcasting, switching, control, and operation of telecommunications systems.

  • 22%

    Technical design

    Design techniques, tools, and principles used to make detailed technical plans, blueprints, drawings, and models.

  • 18%

    Mechanical

    Machines and tools, including their designs, uses, repair, and maintenance.


Abilities

Workers use these physical and mental abilities..

  • 59%

    Oral expression

    Communicate by speaking.

  • 57%

    Deductive reasoning

    Use general rules to find answers or solve problems logically.

  • 57%

    Oral comprehension

    Listen to and understand what people say.

  • 57%

    Speech recognition

    Identify and understand the speech of another person.

  • 57%

    Written comprehension

    Read and understand written information.

  • 54%

    Inductive reasoning

    Use lots of detailed information to come up with answers or make general rules.

  • 54%

    Speech clarity

    Speak clearly so others can understand you.

  • 54%

    Written expression

    Write in a way that people can understand.

  • 52%

    Near vision

    See details that are up-close (within a few feet).

  • 52%

    Brainstorming

    Come up with a number of ideas about a topic, even if the ideas aren't very good.

  • 50%

    Originality

    Come up with unusual or clever ideas, or creative ways to solve a problem.

  • 48%

    Problem spotting

    Notice when something is wrong or is likely to go wrong, even if you can't solve the problem.

  • 48%

    Sorting or ordering

    Order or arrange things in a pattern or sequence (e.g., numbers, letters, words, pictures, mathematical operations).

  • 46%

    Categorising

    Come up with different ways of grouping things.

  • 46%

    Mathematics

    Choose the right maths method or formula to solve a problem.

  • 45%

    Working with numbers

    Add, subtract, multiply, or divide.

  • 41%

    Far vision

    See details that are far away.

  • 41%

    Flexibility of closure

    See a pattern (a figure, object, word, or sound) hidden in other distracting material.

  • 39%

    Selective attention

    Pay attention to something without being distracted.

  • 37%

    Perceptual speed

    Use 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.

  • 88%

    Building good relationships

    Building good working relationships and keeping them over time.

  • 87%

    Giving expert advice

    Providing guidance and expert advice to management or other groups.

  • 84%

    Planning and prioritising work

    Deciding on goals and putting together a detailed plan to get the work done.

  • 84%

    Communicating with the public

    Giving information to the public, business or government by telephone, in writing, or in person.

  • 83%

    Negotiating and resolving conflicts

    Handling complaints and disagreements, and negotiating with people.

  • 80%

    Communicating within a team

    Giving information to co-workers by telephone, in writing, or in person.

  • 80%

    Influencing people

    Convincing people to buy something or to change their minds or actions.

  • 79%

    Guiding and directing staff

    Guiding and directing staff, including setting and monitoring performance standards.

  • 79%

    Coordinating the work of a team

    Getting members of a group to work together to finish a task.

  • 79%

    Making decisions and solving problems

    Using information to work out the best solution and solve problems.

  • 78%

    Assessing and evaluating things

    Working out the value, importance, or quality of things, services or people.

  • 77%

    Coaching and developing others

    Working out the needs of others and coaching, mentoring, or helping them to improve.

  • 73%

    Researching and investigating

    Looking for, getting and understanding different kinds of information.

  • 71%

    Looking for changes over time

    Comparing objects, actions, or events. Looking for differences between them or changes over time.

  • 69%

    Leading and encouraging a team

    Encouraging and building trust, respect, and cooperation among team members.

  • 67%

    Collecting and organising information

    Compiling, coding, categorizing, calculating, tabulating, auditing, or checking information or data.

  • 65%

    Coming up with systems and processes

    Deciding on goals and figuring out what you need to do to achieve them.

  • 64%

    Training and teaching others

    Understanding the needs of others, developing training programs, and teaching or instructing.

  • 61%

    Explaining things to people

    Helping people to understand and use information.

  • 50%

    Working with computers

    Using 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.

  • 100%

    Enterprising

    Starting up and carrying out projects. Leading people and making many decisions. Sometimes require risk taking and often deal with business.

  • 76%

    Administrative

    Following set procedures and routines. Working with numbers and details more than with ideas, usually following rules.

  • 62%

    Helping

    Working with people. Helping or providing service to others.

  • 33%

    Practical

    Practical, hands-on work. Often with plants and animals, or materials like wood, tools, and machinery.

  • 29%

    Analytical

    Ideas and thinking. Searching for facts and figuring out problems in your head.

  • 24%

    Creative

    Working with forms, designs and patterns. Often need self-expression and can be done without following rules.


Values

Work values are important to a person’s feeling of satisfaction. All six values are shown below.
  • 76%

    Independence

    Work 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.

  • 74%

    Working conditions

    Job security and good working conditions. There is usually a steady flow of interesting work, and the pay and conditions are generally good.

  • 71%

    Relationships

    Serve 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.

  • 71%

    Support

    Supportive management that stands behind employees. Workers are treated fairly by their company, they are supported by management, and have supervisors who train them well.

  • 62%

    Achievement

    Results oriented. Workers are able to use their strongest abilities, giving them a feeling of accomplishment.

  • 57%

    Recognition

    Advancement 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

The physical and social demands that workers face most often are shown below:
  • 100%

    Electronic mail

    Use electronic mail.

  • 100%

    Telephone

    Talk on the telephone.

  • 98%

    Indoors, heat controlled

    Work indoors with access to heating or cooling.

  • 97%

    Face-to-face discussions

    Talk with people face-to-face.

  • 96%

    Contact with people

    Have contact with people by telephone, face-to-face, or any other way.

  • 95%

    Unstructured work

    Have freedom to decide on tasks, priorities, and goals.

  • 91%

    Freedom to make decisions

    Have freedom to make decision on your own.

  • 90%

    Frequent decision making

    Frequently make decisions that impact other people.

  • 86%

    Responsible for outcomes

    Take responsibility for the results of other people's work.

  • 84%

    Spend time sitting

    Spend time sitting at work.

  • 83%

    Letters and memos

    Write letters and memos.

  • 82%

    Impact of decisions

    Make decisions that have a large impact on other people.

  • 82%

    Time pressure

    Work to strict deadlines.

  • 81%

    Contact with the public

    Work with customers or the public.

  • 78%

    Conflict situations

    Deal with conflict or disagreements.

  • 78%

    Teamwork

    Work with people in a group or team.

  • 76%

    Lead or coordinate a team

    Lead others to do work activities.

  • 76%

    Being exact or accurate

    Be very exact or highly accurate.

  • 68%

    Health and safety of others

    Take responsibility for the health and safety of others.

  • 65%

    Competition

    Compete with others, or be aware of competitive pressures.

Occupational Information Network
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

Back to top