ANZSCO 541111

Call Centre or Contact Centre Team Leaders

Overview

EMPLOYED

2,900

PART-TIME SHARE

18%

FEMALE SHARE

62%

MEDIAN WEEKLY EARNINGS

N/A

MEDIAN AGE

35

ANNUAL EMPLOYMENT GROWTH

N/A

About this data

Summary

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.

Tasks

  • 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

ANZSCO Classification

Details

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    Hours worked

    Source: ABS, 2021 Census of Population and Housing based on place of usual residence.
    Note: those who were classified as "Employed, away from work" at the time of the 2021 Census (accounting for approx. 8% of total employment), have been excluded from the "Average full-time hours worked per week" denominator.
    Hours worked Call Centre or Contact Centre Team Leaders All Occupations
    Share of workers who work full-time hours 82% 64%
    Average full-time hours worked per week 40 hours 44 hours

    Industries

    Call Centre or Contact Centre Team Leaders work in industries like:

    Source: ABS, 2021 Census of Population and Housing based on place of usual residence.
    Note: industries that comprise less than 5% of an occupation have been suppressed.

    States and territories

    New South Wales

    27.6%

    Victoria

    29.0%

    Queensland

    22.7%

    South Australia

    8.2%

    Tasmania

    2.6%

    Northern Territory

    0.3%

    Australian Capital Territory

    1.7%

    Source: ABS, 2021 Census of Population and Housing based on place of usual residence.

    Age and gender

    Age and Gender Profile
    Source: ABS, 2021 Census of Population and Housing based on place of usual residence.
    Age and Gender Call Centre or Contact Centre Team Leaders All Occupations
    Median age 35 years 40 years
    Female share of employment 62% 49%
    Source: ABS, 2021 Census of Population and Housing based on place of usual residence.
    Age Profile (% Share) All Occupations Call Centre or Contact Centre Team Leaders
    15–19 5.2 3.7
    20–24 9.1 9.4
    25–34 22.7 33.8
    35–44 22.3 25.1
    45–54 20.4 17.1
    55–59 8.8 6.2
    60–64 6.5 3.2
    65 and Over 4.9 1.8

    Education

    Visit

    • Your Career to compare Vocational Education and Training (VET) courses, providers and student outcomes.
    Source: ABS, 2021 Census of Population and Housing based on place of usual residence. Highest qualification completed by workers in this job (in any field of study).
    Qualifications needed by new workers might be different from the qualifications of workers already in the job.
    Note: the sum of the educational attainment categories may not add up to 100% due to the exclusion of non-descriptive categories such as not stated responses.
    Highest Level of Educational Attainment (% Share) All Occupations Call Centre or Contact Centre Team Leaders
    Post Graduate/Graduate Diploma or Graduate Certificate 12.2 5.5
    Bachelor degree 23.2 19.5
    Advanced Diploma/Diploma 11.1 15.4
    Certificate III/IV 19.5 18.1
    Year 12 15.9 26.3
    Year 11 4.0 4.5
    Year 10 and below 9.7 6.2
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      Occupation profiles data

      This file contains data displayed on the Occupation Profile pages.

      Use of data in this file must include the relevant attribution text provided.

      Occupation profiles data - November 2024.xlsx

      occupation_profiles_data_-_november_2024.xlsx946664

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      Australian and New Zealand Standard Classification of Occupations

      Australian and New Zealand Standard Classification of Occupations (ANZSCO) is the skill-based classification system used to categorise occupations in the Australian and New Zealand labour markets. ANZSCO provides a basis for the standardised collection, analysis and dissemination of occupation data. Visit the ABS website to learn how ANZSCO works. Jobs and Skills Australia displays data for occupations that are defined by ANZSCO 2013 Version 1.3.