How to become a Call or Contact Centre Team Leader
Also called: Call Centre Supervisor, Contact Centre Supervisor
Oversees and determines work requirements, monitors telephone calls, and coaches and allocates duties to Call or Contact Centre Operators.
Main tasks
- Guides and assists Call or Contact Centre Operators in resolving problems and addressing customer enquiries
- Provides hands-on coaching to enhance team performance
- Creates and manages staff rosters to meet performance targets
- Oversees team members to ensure efficient operations
- Listens to and evaluate calls conducted by centre operators and offers constructive feedback to improve performance
Ways in
- TAFE and VET: Certificate III in Ambulance Communications (Call-taking) (HLT31020); Certificate II in Rail Customer Service (TLI22321); Certificate IV in Ambulance Communications (Dispatch) (HLT41020); Certificate IV in Coordination of volunteer programs (CHC44015); Certificate IV in Emergency Response Coordination (RII41319)
Pay · Outlook · AI and this job
- Typical full-time pay: $73,528 a year
- About 32,200 people work in this job group now, and about 34,900 are projected by 2035. (+8.3%)
- Many tasks in this job could be automated by AI. Jobs and Skills Australia rates its automation exposure as high.
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Questions people ask
How do I become a Call or Contact Centre Team Leader?
Ways in include: Certificate III in Ambulance Communications (Call-taking); Certificate II in Rail Customer Service.
How much does a Call or Contact Centre Team Leader earn in Australia?
Median full-time pay is $73,528 a year (Jobs and Skills Australia).
Is a Call or Contact Centre Team Leader a growing career in Australia?
Yes. Employment is projected to grow 8% by 2035, from about 32,200 to about 34,900 people (Jobs and Skills Australia).
Do you need a degree to become a Call or Contact Centre Team Leader?
Not always. 25% of people in this job hold a bachelor's degree or higher. Ways in include: Certificate III in Ambulance Communications (Call-taking); Certificate II in Rail Customer Service.
Will AI change the work of a Call or Contact Centre Team Leader?
Many tasks in this job could be automated by AI. Jobs and Skills Australia rates its automation exposure as high.
Sources
- Jobs and Skills Australia: Occupation data (ANZSCO), from ABS Labour Force and Census (February 2026), CC BY 4.0, retrieved 2026-10-04
- Jobs and Skills Australia: Generative AI Capacity Study, interactive table data (September 2025), CC BY 4.0, retrieved 2026-10-04
- Jobs and Skills Australia: Employment Projections (Victoria University) (May 2025 to May 2035), CC BY 4.0, retrieved 2026-10-04
- Australian Taxation Office: Taxation Statistics, Individuals Table 15A (2023-24), CC BY 2.5 AU, retrieved 2026-10-04
Updated 2026-10-04