Call or Contact Centre Team Leader
541111 · Sedentary Next-day readyCustomer service representatives respond to enquiries and questions, deal with complaints, provide information about products and services, take orders and process returns.
Description
Oversees and determines work requirements, monitors telephone calls, coaches and allocates duties to Call or Contact Centre Operators.
Typical work tasks
Coaches staff and assists call centre operators to resolve problems and customer inquiries; develops rosters and manages staff numbers to meet work flows; listens to calls conducted by call centre operators and provides performance feedback; monitors and times calls; undertakes clerical duties, such as faxing, and filling out paperwork, and liaises with other departments associated with completing the customer contact; issues invoices and receives electronic payments for goods and services provided.
Typical work environment
- Works indoors in office and/or call centre environment.
- Works predominantly at an office desk with a computer workstation.
- Frequently works in adequately heated and ventilated
- Wheelchair access should be available to most offices.
Typical physical and mental demands
- Sedentary role.
- Frequently sits at a workstation and carries out a variety of both manual and computerised data entry and word processing tasks and answers the phone.
- Frequently stands and walks around the work area to coach staff and assist them with customer’s inquiries and monitor the length of phone calls.
- Stretching, twisting, climbing is not a significant component of this job.
- Lifting or carrying is not a significant component of this job.
- Bending, squatting or crouching is not a significant component of this job.
- Repetitive arm hand and finger movements are required on a frequent to constant basis for computer related tasks.
- Use of hand-held objects such as pens, calculators and staplers, as well as telephones will also be occasional to frequent. Will also need to operate printers, copiers and a range of other office equipment and refill paper trays and ink supplies.
- Mental skills necessary include a sound level of recording, organisation and communication skills.
Enter via experience or on-the-job training; no mandatory pre-entry qualification. Flagged next-day ready.
Unverified — this label is model-generated and not yet clinician-reviewed. Confirm against the WTDS before relying on it.
How this was determined (model-generated): Call Centre Team Leader: promoted from experienced staff; genuine experience pathway, no mandatory qual or licence.
Entry Requirements
A New Zealand Register Level 4 qualification or at least three years of relevant experience (ANZSCO Skill Level 3). In some instances particular experience and/or on-the-job training may be required.
Further Comments
There are opportunities for flexibility of movement.