Call or Contact Centre Team Leader (ANZSCO 541111)
Updated
What a Call or Contact Centre Team Leader does
Oversees and determines work requirements, monitors telephone calls, coaches and allocates duties to Call or Contact Centre Operators.
- Also called
- Call Centre Supervisor, Contact Centre Supervisor
- Specialisations
- Call or Contact Centre Coach, Call or Contact Centre Workforce Planner
Key facts
- ANZSCO code
- 541111
- Skill level
- 3Certificate IV, or Certificate III with on-the-job training
- Skilled lists
- Regional Occupation List (ROL)
- Visas that list it
- 494
- Assessing authority
- VETASSESS
- National shortage
- No shortage
Visa options
Occupation eligibility is one requirement; each visa page links to the rest.
Points-tested
- Subclass 189 Skilled IndependentNot on its occupation listsNot eligible
- Subclass 190 Skilled NominatedNot on its occupation listsNot eligible
- Subclass 491, state or territory nominatedNot on its occupation listsNot eligible
- Subclass 491, family sponsoredNot on its occupation listsNot eligible
Employer-sponsored
- Subclass 482 Skills in Demand, Core Skills streamNot on its occupation listsNot eligible
- Subclass 186 Employer Nomination Scheme, Direct Entry streamNot on its occupation listsNot eligible
Main 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 workflows
- 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
Shortage by state
- NationalNo shortage
- ACTNo shortage
- NSWNo shortage
- NTNo shortage
- QLDNo shortage
- SANo shortage
- TASNo shortage
- VICNo shortage
- WANo shortage
State and territory nomination
For the 190 and 491, each state and territory also has its own occupation list.
Common questions
What does a Call or Contact Centre Team Leader do?
Oversees and determines work requirements, monitors telephone calls, coaches and allocates duties to Call or Contact Centre Operators. Also called: Call Centre Supervisor, Contact Centre Supervisor. (ABS ANZSCO description.)
Is Call or Contact Centre Team Leader on the skilled occupation list?
Yes. Call or Contact Centre Team Leader (ANZSCO 541111) is on the Regional Occupation List (ROL) (lists in force from 14 December 2024). It is listed for the 494 visa.
What is the ANZSCO code for Call or Contact Centre Team Leader?
541111. Home Affairs uses ANZSCO codes for skilled visas.
How can a Call or Contact Centre Team Leader migrate to Australia?
The occupation lists Home Affairs publishes include Call or Contact Centre Team Leader for the Subclass 494 visa. Being on a list is one requirement among several; each visa's page links to Home Affairs for the rest.
Who assesses Call or Contact Centre Team Leader for an Australian visa?
VETASSESS, the skills assessing authority listed for 541111.
Is Call or Contact Centre Team Leader in demand in Australia?
Jobs and Skills Australia rated it "No shortage" nationally in its 2025 Occupation Shortage List, with ratings for each state and territory shown above.