Overview
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.
Day-to-day
- 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.
Considerations
- Stressful
To become a Call Centre or Contact Centre Team Leader
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You usually need prior experience in a call centre or a customer service role to work as a Call Centre or Contact Centre Team Leader. While formal qualifications aren't essential, a certificate III, IV or diploma in customer contact or engagement or another related field may be useful.
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Interested in developing your digital skills? Try one of 2000 free online courses at SkillFinder.com.au(External website, Opens in new window)
SkillFinder is a project funded by the Australian Government, through the Digital Skills Platform Program.
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