Call or Contact Centre Team Leader

Also known as Call Centre Supervisor, Contact Centre Supervisor.
Oversees and determines work requirements, monitors telephone calls, coaches and allocates duties to Call or Contact Centre Operators.
Training time 6 months - 2 years
Average pay $62,623
Employment prospects Moderate
Employment size 800

What does a Call or Contact Centre Team Leader do?

  • 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 work flows
  • 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

Specialisations

  • Call or Contact Centre Coach
  • Call or Contact Centre Workforce Planner

Related courses

Government-subsidised training is marked with this symbol
Certificate IV in Customer Engagement