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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.


  • 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.


  • stressful.

To become a Call Centre or Contact Centre Team Leader

  • You usually need prior experience in a call centre or a customer service role to work as a Call Centre or Contact Centre Team Leader. While formal qualifications aren't essential, a certificate III, IV or diploma in customer contact or engagement or another related field may be useful.

    Take a Certificate IV in Customer Engagement

  • Interested in developing your digital skills? Try one of 2000 free online courses at

    SkillFinder is a project funded by the Australian Government, through the Digital Skills Platform Program.

Skills employers are looking for

  • Leadership

  • Communication Skills

  • Customer Service

  • Building Relationships

  • Problem Solving

  • Performance Management

Careers to explore