OSCA occupation

551132 Call or Contact Centre Team Leader

Oversees and determines work requirements, monitors telephone calls, and coaches and allocates duties to Call or Contact Centre Operators.

Major group: 5 Clerical and Administrative Workers
Unit group: 5511 Call and Contact Centre Workers
Edition: OSCA 2024
Skill level: Level 3

Should you use OSCA or ANZSCO?

OSCA 2024 is the current Australian occupation classification for storing, organising and reporting occupation information. Use this OSCA record for current Australian statistical and analytical classification work.

Some migration and administrative programs still specify ANZSCO 2022. Check the exact system named by the agency or form rather than replacing the code automatically.

Check the current ABS guidance on OSCA and ANZSCO use

Official ANZSCO correspondence

ANZSCO 541111 Call or Contact Centre Team Leader Exact correspondence in the ABS table

Role overview

Oversees and determines work requirements, monitors telephone calls, and coaches and allocates duties to Call or Contact Centre Operators.

Use this page to confirm the official title, the parent unit group, the task list and the related ANZSIC industry context before using the occupation in classification, reporting or migration-adjacent workflows.

Occupation facts

Skill level: 3
Major group: 5 Clerical and Administrative Workers
Sub-major group: 55 Enquiry and Information Officers and Receptionists
Minor group: 551 Call Centre and Information Officers
Unit group: 5511 Call and Contact Centre Workers

Tasks

Guides and assists Call or Contact Centre Operators in resolving problems and addressing customer enquiries
Provides hands-on coaching to enhance team performance
Creates and manages staff rosters to meet performance targets
Oversees team members to ensure efficient operations
Listens to and evaluate calls conducted by centre operators and offers constructive feedback to improve performance

Skill level guidance

Skill level helps place the occupation inside the ABS hierarchy. Use it as a classification cue, then check the actual task list and occupational context before making a decision for HR, visa or reporting work.

How to use this occupation page

Start with the official OSCA title and task list. Then confirm the parent unit group and compare the related occupations on this page if the job title is broad, overlapping or used differently across employers.

The ANZSIC links are there to help when the same occupation appears across several industries and you need the business-side classification as well.

Related occupations

551131 Call or Contact Centre Operator

Industry context

ANZSIC 7294 Call Centre Operation 4 primary activities

Alternative titles

Call Centre Supervisor
Contact Centre Supervisor

Compare before choosing

Compare OSCA 551132 with related occupations

Compare roles in the same OSCA unit group by their official definition, skill level, tasks and recognised alternative titles.

Comparison point	Current code551132 Call or Contact Centre Team Leader	551131 Call or Contact Centre Operator
Official role definition	Oversees and determines work requirements, monitors telephone calls, and coaches and allocates duties to Call or Contact Centre Operators.	Answers customer telephone, internet and email enquiries about goods and services, and promotes the goods and services.
Skill level	Skill Level 3	Skill Level 4
Key tasks	Guides and assists Call or Contact Centre Operators in resolving problems and addressing customer enquiries Provides hands-on coaching to enhance team performance Creates and manages staff rosters to meet performance targets Oversees team members to ensure efficient operations	Answers incoming calls, emails and messages, and assists customers with their specific enquiries Provides step-by-step guidance or instructions using established manuals and guides to help customers navigate through issues Identifies and escalates complex or unresolved issues to appropriate departments or supervisors Records and updates customer information, enquiries and interactions in the company's database
Alternative titles	Call Centre Supervisor Contact Centre Supervisor	Not stated

Comparison uses occupation definitions, skill levels, tasks and title variants from the ABS OSCA data files.

In this section

551131Call or Contact Centre Operator
551132Call or Contact Centre Team Leader

Official source

Official source: ABS OSCA 2024 release and correspondence tables
Last reviewed: 2026-04-17

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