Classification Viewer
1 MANAGERS
11 Chief Executives, General Managers and Legislators
13 Specialist Managers
14 Hospitality, Retail and Service Managers
2 PROFESSIONALS
21 Arts and Media Professionals
22 Business, Human Resource and Marketing Professionals
222 Financial Brokers and Dealers, and Investment Advisers
224 Information and Organisation Professionals
23 Design, Engineering, Science and Transport Professionals
232 Architects, Designers, Planners and Surveyors
233 Engineering Professionals
24 Education Professionals
25 Health Professionals
251 Health Diagnostic and Promotion Professionals
253 Medical Practitioners
26 ICT Professionals
3 TECHNICIANS AND TRADES WORKERS
31 Engineering, ICT and Science Technicians
311 Agricultural, Medical and Science Technicians
312 Building and Engineering Technicians
32 Automotive and Engineering Trades Workers
33 Construction Trades Workers
34 Electrotechnology and Telecommunications Trades Workers
39 Other Technicians and Trades Workers
393 Textile, Clothing and Footwear Trades Workers
4 COMMUNITY AND PERSONAL SERVICE WORKERS
41 Health and Welfare Support Workers
42 Carers and Aides
44 Protective Service Workers
5 CLERICAL AND ADMINISTRATIVE WORKERS
55 Numerical Clerks
59 Other Clerical and Administrative Workers
6 SALES WORKERS
62 Sales Assistants and Salespersons
7 MACHINERY OPERATORS AND DRIVERS
71 Machine and Stationary Plant Operators
711 Machine Operators
72 Mobile Plant Operators
8 LABOURERS
82 Construction and Mining Labourers
83 Factory Process Workers
84 Farm, Forestry and Garden Workers
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 work flows;
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.
Occupations:
541111 Call or Contact Centre Team Leader
541112 Call or Contact Centre Operator
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 work flows;
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.
Occupations:
541111 Call or Contact Centre Team Leader
541112 Call or Contact Centre Operator