Could you become a Contact Centre Team Leader?
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Demand steady
What this job is
Contact Centre Team Leaders are responsible for the day-to-day performance of a team of agents who handle inbound or outbound calls, chats, or emails. The core job is making sure agents meet quality and productivity standards, handling escalated customer issues, and reporting results to management. It is a supervisory role, not a pure customer-facing one, though team leaders often step in to assist with complex cases. The work spans industries including banking, insurance, telecommunications, government services, and retail.
Pay
A$1,414 a week
This is the median for full-time employees who are not managers and are paid at the adult rate, before tax and salary sacrifice. It is a guide to what the work pays, not a wage rate.
Source: ABS Survey of Employee Earnings and Hours, May 2025, customised report.
What this role asks for
- Active Listeningcore
- Conflict Resolutioncore
- CRM System Operationcore
- Escalation Managementcore
- Policy and Procedure Adherencecore
- Problem Solvingcore
- Quality Assurance Monitoringcore
- SLA and KPI Adherencecore
- Team Collaborationcore
- Time Management and Prioritisationcore
- Verbal Communicationcore
- Workflow Queue Managementcore
- Written Communicationcore
- Adaptability and Flexibility
- Feedback Collection and Actioning
- Inbound Call Management
- Microsoft Office Suite Proficiency
- Process Improvement Identification
- Reporting and Analytics