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Call or contact centre team leader

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Summary of occupation

​A call or contact centre team leader is responsible for overseeing the performance of a team of call or contact centre operators. They provide leadership, coaching and support to their team, and develop plans to achieve the call or contact centre targets. They may be responsible for managing rosters, training staff, allocating duties, and handling problems or queries that require a higher level of authority. They will also review employee performance, and report progress to the call or contact centre manager.

ANZSCO description: Oversees and determines work requirements, monitors telephone calls, coaches and allocates duties to Call or Contact Centre Operators.
Alternative names: Call centre supervisor, Contact centre supervisor
Specialisations:
Job prospects: Average
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Knowledge, skills and attributes

​A call or contact centre team leader needs:

  • leadership and motivational ability
  • excellent communication skills
  • the ability to remain calm under pressure
  • time management and planning skills
  • good problem solving and decision making skills
  • to have customer service or call centre experience.
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Working conditions

​Call or contact centre team leaders will often work in open plan offices. Many different organisations provide call or contact centre support, and call or contact centre team leaders can work in a variety of industries across the public and private sector. They may be required to work shift work, including weekends, public holidays and evenings.

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Salary details

​On average a call or contact centre team leader can expect to earn between $1 154 and $1 538 per week ($60 000 and $80 000 per year), depending on the organisation they work for, and their level of experience. As a team leader develops their skills, their earning potential will generally increase.

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Tools and technologies

​Call or contact centre team leaders usually work with computers. When they are conducting calls they usually use hands-free telephone headsets.

They may use word processing and spreadsheet software for data entry. They may also use electronic performance monitoring technology, to monitor the performance of employees during calls, and check that targets are being met.

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Education and training/entrance requirements

​You can work as a call or contact centre team leader without any formal qualifications and get training on the job. However, you will need experience working in a call or contact centre, customer service or a related industry.

You can complete a traineeship. The team leader (contact centre) and team leader traineeships usually take 18 months to complete.

Related courses

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Apprenticeships and traineeships

As an apprentice or trainee, you enter into a formal training contract with an employer. You spend most of your time working and learning practical skills on the job and you spend some time undertaking structured training with a registered training provider of your choice. They will assess your skills and when you are competent in all areas, you will be awarded a nationally recognised qualification.

If you are still at school you can access an apprenticeship through your school. You generally start your school based apprenticeship by attending school three days a week, spending one day at a registered training organisation and one day at work. Talk to your school's VET Co-ordinator to start your training now through VET in Schools. If you get a full-time apprenticeship you can apply to leave school before reaching the school leaving age.

If you are no longer at school you can apply for an apprenticeship or traineeship and get paid while you learn and work.

Related apprenticeships

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Recognition of prior learning

If you think you already have some of the skills or competencies, obtained either through non-formal or informal learning, you may be able to gain credit through recognition of prior learning.

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