Call or contact centre team leader

What they do

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.

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.

How do I become one?

Education and training

It is possible to 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.

Entry into this occupation may be improved by obtaining a qualification in customer engagement or a related field. The Certificate IV and Diploma of Customer Engagement are available at registered training organisations throughout Western Australia.  Search on the My Skills website to find your nearest registered provider

You can also complete a traineeship. The customer engagement (level 4) traineeship usually takes 18 months to complete.

Apprenticeships and traineeships

As an apprentice or trainee, you enter into a formal training contract with an employer, enabling you to complete training towards a nationally recognised qualification. You spend  time working and learning practical skills on the job and you spend some time undertaking structured training with a registered training provider.

You can do an apprenticeship or traineeship if you are a school-leaver, re-entering the workforce or as an adult or mature-aged person wishing to change careers. You can even begin your apprenticeship or traineeship while you're still at school.

If you are still at school you can access an apprenticeship through your school. Talk to your school's VET Co-ordinator to start your training now through VET in Schools. If you are no longer at school you can apply for an apprenticeship or traineeship and get paid while you learn and work.

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