Important: This page is an independent reference summary. Verify classification decisions against the official ABS source before using them for tax, licensing, immigration or compliance purposes.

Role overview

A Call or Contact Centre Team Leader in Australia is a supervisory role responsible for managing a team of customer service agents in a call or contact centre environment. They oversee daily operations, ensure service quality, and support team members in resolving complex customer enquiries. This position acts as a crucial link between frontline staff and management, implementing performance targets and operational procedures. The role is classified within the Clerical and Administrative Workers major group, reflecting its focus on coordinating administrative functions within customer communication channels.

Key tasks in practice

Typical responsibilities for this occupation include:

  • Providing guidance and support to team members dealing with difficult customer interactions or complex cases.
  • Conducting coaching sessions to improve agent performance in areas like communication skills and product knowledge.
  • Developing and maintaining staffing schedules to ensure adequate coverage during peak operation periods.
  • Monitoring live calls and reviewing recorded interactions to assess service quality and compliance.
  • Delivering constructive feedback to agents based on performance evaluations and call monitoring.

Skill level explanation

As a Skill Level 3 occupation under the Australian OSCA classification, this position typically requires an AQF Certificate IV or higher qualification, or at least three years of relevant experience. In practice, most team leaders are promoted from within after demonstrating proficiency as call centre operators. The skill level reflects the need for substantial organisational knowledge, leadership capabilities, and the ability to train others while maintaining operational standards.

Industry context

Call or Contact Centre Team Leaders are primarily employed in industries classified under ANZSIC 7294 (Business Administrative Services), which includes outsourced customer contact services. They also work in dedicated customer service departments across multiple sectors including telecommunications, financial services, insurance, utilities, and government agencies. The role has evolved with technology, now often encompassing digital contact channels like email, chat, and social media alongside traditional telephone communication.