Indicative Skill Level:
The occupation Call or Contact Centre Team Leader has a level of skill commensurate with the qualifications and experience outlined below.
- AQF Certificate III including at least two years of on-the-job training, or AQF Certificate IV (ANZSCO Skill Level 3)
In New Zealand:
- NZQF 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.
- AQF Certificate II or III (ANZSCO Skill Level 4)
In New Zealand:
- NZQF 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.
- 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 workflows
- 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
Occupations in this unit group
541111 - Call or Contact Centre Team Leader
- Call Centre Supervisor
- Contact Centre Supervisor
Oversees and determines work requirements, monitors telephone calls, coaches and allocates duties to Call or Contact Centre Operators.
Skill Level: 3
- Call or Contact Centre Coach
- Call or Contact Centre Workforce Planner
541112 - Call or Contact Centre Operator
Answers customer telephone, Internet and email inquiries about goods and services, and promotes the goods and services.
Skill Level: 4
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