ANZSCO 541111 · Skill level 3

Call or Contact Centre Team Leader

Oversees and determines work requirements, monitors telephone calls, coaches and allocates duties to Call or Contact Centre Operators.

ANZSCO 2013, the edition the department applies to the points tested visas (189, 190 and 491).

Job titles this occupation covers

If your job title is one of these, this is usually the code it belongs to, whatever your employer calls the role.

  • Call Centre Supervisor
  • Contact Centre Supervisor

Specialisations within it

  • Call or Contact Centre Coach
  • Call or Contact Centre Workforce Planner

Duties

Published for unit group 5411 Call or Contact Centre Workers

  • 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

This is what the occupation is, not what a skills assessment requires. The assessing body applies its own criteria on top of this, and those criteria are not published here. Check them with the body itself.

Who assesses this occupation

VETASSESS
Vocational Education and Training Assessment Services
www.vetassess.com.au

Last confirmed against the department's list on 30 July 2026.

Where Call or Contact Centre Team Leader stands right now

There is no expression of interest queue for this occupation: it is not on the points tested lists, so the route runs through an employer instead. Vizard maps that route step by step.

See where you stand

Where this comes from

Definition and duties: Australian Bureau of Statistics, ANZSCO
Assessing authorities and skilled lists: Department of Home Affairs skilled occupation list

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