Call or Contact Centre Team Leader
What the work is
Oversees and determines work requirements, monitors telephone calls, and coaches and allocates duties to Call or Contact Centre Operators.
Would you enjoy the work?
These are the main tasks in the official description. Mark how each one sounds to you.
- Guides and assists Call or Contact Centre Operators in resolving problems and addressing customer enquiries
- Provides hands-on coaching to enhance team performance
- Creates and manages staff rosters to meet performance targets
- Oversees team members to ensure efficient operations
- Listens to and evaluate calls conducted by centre operators and offers constructive feedback to improve performance
Try it
A simulation and a case study from this kind of work, set in the contact centre of an internet and phone provider, with about forty people on the floor. They are fictional.
The kind of days you could have
Good days
- A caller who began angry ends the call laughing
- You solve a problem on the first call, and the customer says they will not need to ring again
- Your team leader plays one of your calls as an example of how to do it well
Hard days
- The line is down in a whole suburb and every caller is upset about it
- A caller is rude and the next call is already in your ear
- You are asked to sell something to a customer who plainly does not need it
Written by Career Calling as a general guide. Real roles vary by employer and place.
Work a mission
Step into a simulated workplace in this field, with a brief from your manager.
Description and tasks: Australian Bureau of Statistics, Occupation Standard Classification for Australia, 2024, Version 1.0 (opens another site), occupation 551132, used under a Creative Commons Attribution 4.0 licence. The skill guide above is our plain English summary.