A call or contact centre team leader is responsible for overseeing the performance of a team of call or contact centre operators. They provide leadership, coaching and support to their team, and develop plans to achieve the call or contact centre targets. They may be responsible for managing rosters, training staff, allocating duties, and handling problems or queries that require a higher level of authority. They will also review employee performance, and report progress to the call or contact centre manager.

ANZSCO ID: 541111

Alternative Names: Call Centre Supervisor, Contact Centre Supervisor


Knowledge, skills and attributes

​A call or contact centre team leader needs:

• leadership and motivational ability

• excellent communication skills

• the ability to remain calm under pressure

• time management and planning skills

• good problem solving and decision making skills

• to have customer service or call centre experience.

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Working conditions

​Call or contact centre team leaders will often work in open plan offices. Many different organisations provide call or contact centre support, and call or contact centre team leaders can work in a variety of industries across the public and private sector. They may be required to work shift work, including weekends, public holidays and evenings.

Tools and technologies

​Call or contact centre team leaders usually work with computers. When they are conducting calls they usually use hands-free telephone headsets.

They may use word processing and spreadsheet software for data entry. They may also use electronic performance monitoring technology, to monitor the performance of employees during calls, and check that targets are being met.

 

Education and training/entrance requirements

​You can work as a call or contact centre team leader without any formal qualifications and get training on the job. However, you will need experience working in a call or contact centre, customer service or a related industry.

You can complete a traineeship. The team leader (contact centre) and team leader traineeships usually take 18 months to complete.

 

Call or Contact Centre Workers respond to telephone, Internet and email inquiries and complaints about an organisation's goods and services, and promote the goods and services.

 

ANZSCO ID: 5411

Alternative names: Call Centre Agent,

Knowledge, skills and attributes

Call centres are responsible for much more than mere issue resolution. These organizations serve as the remote faces of the companies they represent, directly interacting with clients in one-on-one personal interactions. Should a call centre representative leave a customer with a bad impression of the brand or prove incapable of helping them, their perspective of the company could be damaged irreparably.

The most skilled call centre agents have more than a way with words and access to relevant customer data. They go above and beyond to fully satisfy callers, winning them over for repeat business with the brand they represent.

• Clarity in Communicating
• Technical Proficiency and Understanding in/of Products/Services
• Patience
• Empathy
• Problem-Solving and Flexibility
• Listening Capacity
• Organisation

 

(Source: Your Career)

Duties and 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.

 

Working conditions

Call or contact centre workers work indoors, usually sitting down for extended periods of time. They work at desks, often using hands-free telephone headsets whilst working on computers. They spend a significant amount of their working day talking to customers over the phone. They need to be particularly familiar with the products and services that their organisation sells or deals with as they are often required to pass this information on to their customers.

Tools and technologies

Today’s Call or contact centre workers work through email, chatbots, text, social media and other communication channels. When they are conducting calls they usually use hands-free telephone headsets. They should be familiar with word processing and spreadsheet computer programs, and other means for undertaking data entry. They usually work in large organisations surrounded by many other employees.

Education and training/entrance requirements

You can work as a Call or Contact Centre Worker without formal qualifications. Some on the job training may be provided. A certificate II, III or IV in customer contact or engagement might be helpful.

Employment Opportunities

 

Call Centre or Contact Centre Managers organise and control the operations of call or contact centres. They may work in call centres.

ANZSCO ID: 149211

Knowledge, skills and attributes

• The Ability to Think Ahead
•  The Ability to Manage Time
• The Ability to Train and Develop Those Reporting to You
•  The Ability to Motivate and Engage the Team
•  The Ability to Relay Messages and Handle Conflict
•  The Ability to Create a Process Vision
•  The Ability to Be Flexible
•  The Ability to Be Resourceful
•  The Ability to Show Managerial Courage
•  The Ability to Lead

 

(Source: Your Career)

Duties and Tasks

• develops and reviews policies, programs and procedures concerning customer relations and goods and services provided
• ensures operational efficiency within a call centre
• provides direction and feedback to team members and assists with recruitment
• manages, motivates and develops staff providing customer services
• plans and implements after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
• liaises with other organisational units, service agents and customers to identify and respond to customer expectations
• may work in a call centre.

 

Working conditions

Call or contact centre managers will often work in open plan offices. Many different organisations provide call or contact centre support, and call or contact centre managers can work in a variety of industries across the public and private sector. They may be required to work shift work, including weekends, public holidays and evenings.

Tools and technologies

​Call or contact centre managers usually work with computers. When they are conducting calls they usually use hands-free telephone headsets.

They may use word processing and spreadsheet software for data entry. They may also use electronic performance monitoring technology, to monitor the performance of employees during calls, and check that targets are being met.

Education and training/entrance requirements

You usually need call centre or customer service experience to work as a Call Centre or Contact Centre Manager. Formal qualifications might be useful but aren't essential. Vocational Education and Training (VET) and university are both common study pathways.

 

 

Call or Contact Centre and Customer Service Managers organise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.

ANZSCO ID: 1492

Knowledge, skills and attributes

Call, Contact Centre & Customer Service Manager is a demanding position requiring multi-tasking at a high level. The technical skills and personal qualities required to succeed in the role are many and varied. The ideal person for the job is someone with a strong grasp of human psychology, operational processes, business technology and organisational strategy.

• A visionary thinker
• Talent spotter
• Effective leader
• Up to date with technology
• Enjoyable Workplace Provider
• A willingness to step in

 

(Source: Your Career)

 

Duties and Tasks

• developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
• ensuring operational efficiency within a call centre
• providing direction and feedback to team members and assisting with recruitment
• managing, motivating and developing staff providing customer services
• planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
• liaising with other organisational units, service agents and customers to identify and respond to customer expectations
• may work in a call centre.

 

Working conditions

Call, contact centre & customer service managers work indoors, usually sitting down for extended periods of time. They work at desks, often using hands-free telephone headsets whilst working on computers. They spend a significant amount of their working day talking to customers over the phone. They need to be particularly familiar with the products and services that their organisation sells or deals with as they are often required to pass this information on to their customers.

Call, contact centre & customer service managers will often work in open plan offices. Many different organisations provide call or contact centre support, and Call, contact centre & customer service managers can work in a variety of industries across the public and private sector. They may be required to work shift work, including weekends, public holidays and evenings.

Tools and technologies
  
Call or contact centre operators usually work with computers and hands-free telephone headsets. Although most work in offices, often with other operators, some may work from home. They should be familiar with word processing and spreadsheet computer programs, and other means for undertaking data entry. They usually work in large organisations surrounded by many other employees.

They may use word processing and spreadsheet software for data entry. They may also use electronic performance monitoring technology, to monitor the performance of employees during calls, and check that targets are being met.

Education and training/entrance requirements

You usually need call centre or customer service experience to work as a Call, Contact Centre or Customer Service Manager. Formal qualifications might be useful but aren't essential. Vocational Education and Training (VET) and university are both common study pathways.

 

 

 

Radio dispatchers answer calls and coordinate the response of operational units in police, ambulance, fire, transport, courier, military, emergency, security, rescue and road service organisations.
  

ANZSCO ID: 599914
   

Alternative names: Police, Fire or Ambulance Dispatcher

Knowledge, skills and attributes

• good communication skills

• the ability to think clearly and act quickly

• initiative

• to be able to stay calm in difficult situations

• multitasking skills

• map reading skills

• good computer and typing skills.

(Source: ABC)

 

Duties and Tasks

• start and maintain communications during emergency situations

• keep the caller calm and guide them until emergency services arrive

• provide first aid advice until emergency services arrive.

• monitors radio frequencies including vhf, hf, channel 16 and other emergency frequencies.

• receive and relay radio or telecommunications messages from operational units, customers, or the public

• maintains a log of messages sent and received.

• coordinate radio or network communications between operational units

• broadcast weather reports and warnings.

• answers queries.

• listens for and answers distress calls.

• record critical information from emergency, routine and administrative calls

• relay information to enable appropriate resources and personnel to be deployed

• works with emergency to find and locate vessels and other persons using radio distress signals.

• prepare accurate and detailed reports of communications traffic.

• monitors equipment and may undertake minor repairs as required.

• may set up telecommunication equipment.

Working conditions

Radio dispatchers are employed on a full-time, part-time or casual basis, and may be required work shifts, including nights and weekends.

In some States and territories, radio dispatchers who work in the emergency services sector (police, fire and ambulance) may be required to be uniformed officers, and therefore must meet the selection criteria for that occupation. You may be required to wear a uniform, which would be provided by your employer.

 

Education and training/entrance requirements

You can work as a radio dispatcher without formal qualifications, but employers usually require junior secondary school certificate or equivalent. You would get some training on the job on how to use computerised command and control systems.

In the emergency services, you would also receive training in areas such as first aid, and giving telephone advice.

To work as a radio dispatcher in the emergency services, you will need to have Australian citizenship or permanent residency status, hold a current Provide First Aid certificate; pass medical and psychological assessments, and, undergo a National Police Check. You may also need to meet typing speed and accuracy benchmarks.

 

Technological advances and ongoing consolidation of emergency communication centres will limit employment growth. The stressful nature of this occupation, especially in emergency services, does lead to regular turnover in staff, which helps to improve job prospects.

As equipment becomes more complex. employees who develop computer and related skills and experience will have a greater opportunity for employment. Qualified and experienced radio dispatchers are usually well sought after.

 

 

 

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Material sourced from
Jobs & Skills WA [Call or Contact Centre Operator; Team Leader];
Good Universities Guide [Radio Dispatcher; ]
Call Centre Helper [Contact Centre Manager; ]
IP Scape [Contact Centre Manager; ]
Call Miner [Call Centre Skills every Agent should have; ]
Web Archive Only - CareerHQ [Radio Dispatcher; Police, Fire & Ambulance Dispatcher - directs to Radio Dispatcher; ]
Your Career [Call Centre or Contact Centre Manager; Call Centre or Contact Centre Team Leader; Call Centre or Contact Centre Operator; Call or Contact Centre Worker; Call, Contact Centre & Customer Service Manager; Radio Dispatcher; ]
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