Call or Contact Centre Team Leader Australia

Call or Contact Centre Team Leader Australia  ANZSCO  541111:

• Are you a Call or Contact Centre Team Leader? Are you planning for  Australian immigration?
• If you would like to  immigrate to Australia  as a Call or Contact Centre Team Leader,  you will need to first decide which visa would be a suitable visa for you to apply.
• Please check if your selected occupation is on any one of the skilled occupation lists
• If your occupation is on any one of the lists, you may be eligible to apply for an Australian migration visa.

Call or Contact Centre Team Leader Australia ANZSCO  541111:

Description

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

Skill Level

3

Group: 5411 Call or Contact Centre Workers

Description

respond to telephone, Internet and email inquiries and complaints about an organisation’s goods and services, and promote the goods and services.

Tasks

• 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
• issuing invoices and receiving electronic payments for goods and services provided

Skill Level

The occupation Call or Contact Centre Team Leader has a level of skill commensurate with the qualifications and experience outlined below.
In Australia:
AQF Certificate III including at least two years of on-the-job training, or AQF Certificate IV (ANZSCO Skill Level 3)

In New Zealand:
NZ Register Level 4 qualification (ANZSCO Skill Level 3)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.
The occupation Call or Contact Centre Operator has a level of skill commensurate with the qualifications and experience outlined below.
In Australia:
AQF Certificate II or III (ANZSCO Skill Level 4)

In New Zealand:
NZ Register Level 2 or 3 qualification (ANZSCO Skill Level 4)

At least one year of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Occupations in this Group

• 541111 Call or Contact Centre Team Leader
• 541112 Call or Contact Centre Operator