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:

• NZQF 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:

• NZQF 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.

• 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 workflows
• 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

• 541111 Call or Contact Centre Team Leader
• 541112 Call or Contact Centre Operator

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

Answers customer telephone, Internet and email inquiries about goods and services, and promotes the goods and services.

Skill Level: 4

Most occupations in this unit group have 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:

• NZQF 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.

• answering inquiries about goods and services, and providing information about their availability, location, price and related issues
• responding to inquiries about problems and providing advice, information and assistance
• recording information about inquiries and complaints
• referring complex inquiries to team leaders or expert advisers
• issuing relevant forms, information kits and brochures to interested parties
• accessing and operating computer network systems and communication systems such as public address and paging systems
• may refer inquiries to other sources

• 541211 Information Officer

Responds to personal, written and telephone inquiries and complaints about the organisation's goods and services, provides information and refers people to other sources.

Skill Level: 4