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ANZSCO 541111

Call or Contact Centre Team Leader

Skill level 3Assessed by VETASSESSNo Shortage

General information, not immigration advice. Data as at 2026-10-22.

About this occupation

ANZSCO 2022

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

Skill level 3

Also called

  • Call Centre Supervisor
  • Contact Centre Supervisor

Specialisations

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

Unit group 5411

Call or Contact Centre Workers

Call or Contact Centre Workers respond to telephone, Internet and email inquiries and complaints about an organisation's goods and services, and promote the goods and services.

Indicative skill level

The occupation Call or Contact Centre Team Leader has a level of skill commensurate with the qualifications and experience outlined below.

In Australia

  • AQF Certificate III including at least two years of on-the-job training, or AQF Certificate IV (ANZSCO Skill Level 3)

In New Zealand

  • NZQF Level 4 qualification (ANZSCO Skill Level 3)

At least three years of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

The occupation Call or Contact Centre Operator has a level of skill commensurate with the qualifications and experience outlined below.

In Australia

  • AQF Certificate II or III (ANZSCO Skill Level 4)

In New Zealand

  • NZQF Level 2 or 3 qualification (ANZSCO Skill Level 4)

At least one year of relevant experience may substitute for the formal qualifications listed above. In some instances relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Tasks include

  • 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
Show all 11 tasks
  • 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

Occupations in this unit group

Source: Australian Bureau of Statistics, ANZSCO 2022. CC BY 4.0.

ANZSCO 2022 (the edition the CSOL uses for the 482 and 186 visas)

Title in this edition: Call or Contact Centre Team Leader, skill level 3

Major group
5 Clerical and Administrative Workers
Sub-major group
54 Inquiry Clerks and Receptionists
Minor group
541 Call or Contact Centre Information Clerks
Unit group
5411 Call or Contact Centre Workers

The title and groups are the same in ANZSCO 2013 v1.2 and ANZSCO 2022.

Occupation Shortage List (2026)

National rating
No Shortage
Confidence
Clear
Rated on
ANZSCO 2022

Source: Jobs and Skills Australia, 2026 Occupation Shortage List - 6 digit ANZSCO and OSCA, released 21 October 2026. CC BY 4.0.

Source: Australian Bureau of Statistics, ANZSCO (CC BY 4.0). Source: Department of Home Affairs, Skilled occupation list (CC BY 4.0). Source: Jobs and Skills Australia, 2026 Occupation Shortage List. © Commonwealth of Australia, CC BY 4.0. Source: Australian Bureau of Statistics, Employee Earnings and Hours, Australia, May 2025. © Commonwealth of Australia, CC BY 4.0. Search another occupation