A call centre team leader helps a staff member on a difficult call

Call Centre or Contact Centre Team Leader

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.

Overview

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.

Day-to-day

  • 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.

Considerations

  • stressful.

Occupation snapshot
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Not available
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Moderate
Apprenticeships may be available

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

Skills

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