致電或聯絡中心團隊負責人 (ANZSCO 541111)

Sunday 12 November 2023

呼叫或聯絡中心團隊領導的角色對於管理和協調呼叫或聯絡中心的運作至關重要。這些專業人員在監督呼叫中心操作員的工作、確保有效處理客戶詢問以及為其團隊成員提供支援和指導方面發揮著至關重要的作用。如果您有興趣在澳洲從事呼叫或聯絡中心團隊領導的職業,本文將為您提供該職業的概述、其分類以及成為該領域專業人士的各種途徑。

職業概述

呼叫或聯絡中心團隊負責人負責處理來自客戶的來電、電子郵件和訊息。他們的主要任務包括協助客戶進行詢問、提供有關產品和服務的資訊以及確保卓越的客戶服務。除了這些職責之外,他們還在指導和培訓呼叫中心操作員、分配工作職責、監控電話以及提供績效反饋以提高客戶服務品質方面發揮著至關重要的作用。

職業分類

呼叫或聯絡中心團隊負責人職業屬於澳洲和紐西蘭標準職業分類 (ANZSCO) 1.3 版中的第 5411 單元組。此職業屬於文員和行政人員子主要組以及詢問文員和接待員次主要組。

技能優先清單 (SPL)

技能優先清單 (SPL) 是澳洲需求職業的綜合清單。它提供了對國家和州/地區層面面臨短缺的職業的見解。然而,呼叫或聯絡中心團隊負責人職業並未納入SPL,這表明該領域並不缺乏熟練的專業人員。

州和地區提名

澳洲的州和地區政府有自己的提名計畫來吸引技術工人到他們的地區。這些計劃允許候選人申請州或地區提名,這可以為他們的簽證申請提供額外的積分。值得注意的是,在某些州或地區,呼叫或聯絡中心團隊負責人職業可能不符合提名資格。候選人必須符合其希望申請提名的州或地區規定的具體標準。

簽證選項

有志在澳洲擔任呼叫或聯絡中心團隊領導的候選人可以探索各種簽證選擇。技術移民最常見的簽證子類別是:

  1. 獨立技術簽證(子類 189):此簽證不需要雇主或州/地區政府的擔保。但是,呼叫或聯絡中心團隊負責人職業可能不符合此簽證子類別的資格。
  2. 技術提名簽證(子類 190):此簽證需要州或領地政府的提名。候選人必須符合提名州或地區的具體資格標準。
  3. 偏遠地區技術工作簽證(491 類):此簽證適用於想要在澳洲偏遠地區生活和工作的技術工人。它需要州或領地政府提名或由居住在指定地區的合格家庭成員提供擔保。
  4. 臨時技能短缺簽證(482 類):此簽證允許雇主擔保技術工人,以填補其企業中的臨時技能短缺。呼叫或聯絡中心團隊負責人職業可能符合此簽證子類別的資格,但須符合特定要求和資格標準。

請注意,簽證選項的可用性和資格可能會根據每位候選人的具體情況和要求而有所不同。

州/地區資格

澳洲每個州或地區都有自己的提名資格要求。下表提供了 190 類和 491 類簽證的州/地區資格摘要:

<表> 州/地區 190 子類提名 491 子類提名 ACT(澳洲首都特區) 職業可能不符合資格 職業可能不符合資格 NSW(新南威爾斯) 職業可能不符合資格 職業可能不符合資格 北領地(北領地)- 北領地居民和畢業生 職業可能不符合資格 職業可能不符合資格 NT(北領地)- 近海:優先職業 職業可能不符合資格 職業可能不符合資格 昆士蘭州(昆士蘭州)- 居住在昆士蘭州 職業可能不符合資格 職業可能不符合資格 昆士蘭州(昆士蘭州)- 近海 職業可能不符合資格 職業可能不符合資格 SA(南澳大利亞)- 畢業生 職業可能不符合資格 職業可能不符合資格 南澳大利亞(南澳大利亞)- 在南澳大利亞工作 職業可能不符合資格 職業可能不符合資格 SA(南澳大利亞)- 高技能和人才 職業可能不符合資格 職業可能不符合資格 SA(南澳大利亞)- 近海 職業可能不符合資格 職業可能不符合資格 TAS(塔斯馬尼亞技術就業) 職業可能不符合資格 職業可能不符合資格 TAS(塔斯馬尼亞技術畢業生) 職業可能不符合資格 職業可能不符合資格 TAS(塔斯馬尼亞定居居民) 職業可能不符合資格 職業可能不符合資格 TAS(塔斯馬尼亞商業運營商) 不適用 不適用 TAS(海外申請人 - 工作機會) 職業可能不符合資格 職業可能不符合資格 TAS(海外申請人 - OSOP)- 僅限受邀者 不適用 不適用 維多利亞省(維多利亞) 職業可能不符合資格 職業可能不符合資格 WA(西澳大利亞)- WASMOL 時間表 1 職業可能不符合資格 職業可能不符合資格 WA(西澳大利亞)- WASMOL 時間表 2 職業可能不符合資格 職業可能不符合資格 WA(西澳大利亞)- 畢業生 職業可能不符合資格 職業可能不符合資格

請注意,上述資訊是州/地區資格要求的摘要,鼓勵候選人在相關州/地區網站上查看具體標準。

結論

成為澳洲的呼叫或聯絡中心團隊領導需要資質、技能和經驗的結合。候選人必須符合州/地區政府為提名設定的具體資格標準以及他們希望申請的簽證子類別的要求。在開始移民程序之前,必須進行徹底的研究並諮詢移民代理或相關當局,以確保獲得準確和最新的資訊。

541111: Call or Contact Centre Team Leader

No Shortage / 2023 Skills Priority List:
Current Demand / Future Demand
Skill Level  3  Assessing Authority  N/AN/AMinimum points Last invitation Round 25/05/2023 (Subclass 189):
No invitations were given

State/Territory Eligibility Summary Table

State/Territory NominationVisa Subclass 190  Visa Subclass 491  
ACTAustralian Capital Territory  
NSWNew South Wales  
NTNorthern Territory (NT Residents & Graduates)  
NTNorthern Territory (Offshore: Priority Occupation)  
QLDQueensland (Living in QLD)  
QLDQueensland (Offshore)  
SASouth Australia (Graduates)  
SASouth Australia (Working in SA)  
SASouth Australia (Highly Skilled & Talented)  
SASouth Australia (Offshore)  
TASTasmanian Skilled Employment  
TASTasmanian Skilled Graduate  
TASTasmanian Established Resident  
TASTasmanian Business Operator  
TASOverseas Applicant (Job Offer)  
TASOverseas Applicant (OSOP) – Invitation Only  
VICVictoria  
WAWestern Australia - WASMOL Schedule 1  
WAWestern Australia - WASMOL Schedule 2  
WAWestern Australia - Graduate  
  • Occupation is IN the State/Territory Skilled Occupation List and MAY be eligible if you meet the specific State/Territory nomination requirements
  • Occupation is IN the Skilled List (MLTSSL, STSOL or ROL list) and MAY be eligible if you meet the State/Territory nomination requirements
  • Occupation MAY NOT be eligible
  • Stream NOT applicable to the visa Subclass
  • Migration Program currently CLOSED

State/Territory Eligibility Details

Australian Capital Territory

ACT Critical Skills List

541111: Call or Contact Centre Team Leader
Subclass 190Subclass 491Nomination places available per month

General Requirements

Candidates must register their interest in ACT nomination by completing a score-based Canberra Matrix
Candidates may be nominated under four streams:

  • Canberra Residents
  • Overseas Applicants
  • Doctorate Streamlined nomination
  • Significant economic benefit

Requirements for Canberra Residents

Candidates applying for Subclass 190 nomination must:

  • Have an occupation on the ACT Critical Skills List; or be the primary holder of a 457/482 visa sponsored by an ACT employer for the last 6 months; or be the majority owner of an eligible ACT business claiming Matrix points in the Small Business Owner category.
  • Have lived in Canberra for the last 6 months and continue until invitation.
  • Have worked in Canberra for at least 26 weeks (overall hourly and/or earnings requirements apply).
  • Have ‘Proficient’ or ‘Superior’ English (ANZSCO 351311 Chef, and ANZSCO skill level 3 to 5 are exempt).

Candidates applying for Subclass 491 nomination must:

  • Have an occupation on the ACT Critical Skills List; or be the primary holder of a 457/482 visa sponsored by an ACT employer for the last 3 months; or be the majority owner of an eligible ACT business claiming Matrix points in the Small Business Owner category.
  • Have lived in Canberra for the last 3 months and continue until invitation.
  • Have worked in Canberra for at least 13 weeks (overall hourly and/or earnings requirements apply).
  • Have ‘Competent’ English.

Requirements for Overseas Applicants

Candidates applying for Subclass 190 nomination must:

  • Have an occupation on the ACT Critical Skills List.
  • Have at least three years full time, post graduate relevant work experience in your nominated occupation in the last five years.
  • Have researched the ACT labour market and be satisfied with being employable in Canberra.
  • Have ‘Proficient’ or ‘Superior’ English (ANZSCO 351311 Chef, and ANZSCO skill level 3 to 5 are exempt).
  • Be living overseas and have not lived in Australia for the last 12 months.
  • Have access to sufficient settlement funds.

Candidates applying for Subclass 491 nomination must:

  • Have an occupation on the ACT Critical Skills List.
  • Have at least one year full time, post graduate relevant work experience in your nominated occupation in the last five years.
  • Have researched the ACT labour market and be satisfied with being employable in Canberra.
  • Have ‘Competent’ English.
  • Be living overseas and have not lived in Australia for the last 12 months.
  • Have access to sufficient settlement funds.

Doctorate Streamlined nomination

Candidates must:

  • Have lived in Canberra for the last 12 months (interstate and overseas residents may be eligible if they completed their doctoral degree from an ACT within the last two years).
  • Have completed a professional or research doctoral degree at an ACT university.

Significant economic benefit

  • Invitation can ONLY be initiated by the ACT government.

New South Wales

This occupation is NOT included in the Skilled List (MLTSSL, STSOL and ROL) and may not be eligible for nomination.

Subclass 190 Basic Eligibility criteria

  • Have an occupation on the Department’s relevant Skilled List (MLTSSL, STSOL or ROL).
  • Candidates must be currently residing in NSW or Offshore and have continuously done so for a minimum of 6 months.
  • Have submitted an EOI seeking Subclass 190 nomination for NSW only

NSW Target Sectors

To more effectively respond to changing skills shortages across the state, NSW is transitioning from the publication of an eligible ANZSCO skilled list to adopting a sector-focused approach.

The sectors identified as experiencing critical skills shortages in NSW include:

  • Health
  • Education
  • Information and Communication Technology (ICT)
  • Infrastructure
  • Agriculture

Important: Although NSW prioritizes target sectors, high-ranking EOIs submitted in non-priority sectors may also be considered. However, it's important to understand that the chances of receiving an invitation are exceptionally low due to high demand and limited spots.

Subclass 491 Basic Eligibility criteria

The details below are for the 2022-23 Skilled Work Regional visa (subclass 491) program year. Information regarding the eligibility criteria and application process for NSW nomination in the 2023-24 program year will be available soon.

Candidates may be nominated under two pathways:

  • Pathway 1 – Apply directly to an RDA office (see participating regions below).
    • Stream A - Established work history with a regional NSW-based employer
    • Stream B - My skills are required in regional NSW
  • Pathway 2 – Be invited by Investment NSW.

Requirements for Pathway 1 - Stream A

  • Candidates must have an eligible occupation.
  • Candidates must be currently living and working in a designated regional area of NSW and have continuously done so for the past 12 months.
  • The qualifying employment must be in the nominated (or closely related) occupation, with the same employer, deemed skilled by NSW and paid a minimum of $53,900 (pro-rated if under 38 hours/week).

Requirements for Pathway 1 - Stream B

  • Candidates must have an eligible occupation within an ANZSCO on the NSW Skills Lists (Pathway 1 - Stream B).
  • Candidates must be currently residing in NSW or Offshore and have continuously done so for a minimum of 3 months.

Requirements for Pathway 2

  • Candidates must have an eligible occupation within an ANZSCO on the NSW Skills Lists (Pathway 2)
  • Candidates must be currently residing in NSW or Offshore and have continuously done so for a minimum of 3 months.

Participating regions for Pathway 1 are:

The above is a summary of key/essential eligibility criteria; it is not an exhaustive list of requirements. You are encouraged to check all criteria on the relevant State/Territory website.

Northern Territory

Due to insufficient nomination allocations provided by the Australian Government for the current program year (2023-24), the NT Government is unable to accept new subclass 190 nomination applications at present. Those who meet relevant criteria will be offered a subclass 491 nomination. Read more
This occupation is NOT included in the Skilled List (MLTSSL, STSOL and ROL) and may not be eligible for nomination.

General Requirements

Candidates may be nominated under three streams/pathways:

Requirements for NT Residents

Candidates must:

  • Have been residing in the NT for at least 12 consecutive months, with no migrating dependants residing in another part of Australia.
  • Demonstrate full-time employment in the NT in an eligible occupation (i.e., nominated occupation or related to it) for at least 6 consecutive months immediately before applying (the employment must be available for at least 12 months). If the occupation is not “an eligible occupation”, a candidate may exceptionally still be considered if employed in health, aged or disabled care, education (incl. childcare), and hospitality.
  • Demonstrate that the position is based in the NT (serviced office spaced or hot desking generally not accepted) and the employer has been training for at least 12 months in the NT.

Requirements for Offshore Applicants

Candidates must:

  • Have post-qualification work experience of at least 1 year in the nominated occupation (additional work experience may be required under the priority occupations stream).
  • Demonstrate a genuine commitment to live and work in NT.
  • Provide evidence of financial capacity.
  • Meet the criteria relevant to one of the 3 streams:

  • Priority occupation stream

    • Have an occupation on the Northern Territory Offshore Migration Occupation List (NTOMOL).
    • Meet any additional work experience required as specified on the NTOMOL. Please, see below:

    NT Offshore Migration Occupations List (NTOMOL)

    541111: Call or Contact Centre Team Leader
    Subclass 190Subclass 491Comments
    NN

    NT Family stream

    • Have an eligible family member in the NT who is a usual resident and has lived in the NT for at least 12 months. This person must be an Australian citizen, a permanent resident, or an Eligible New Zealand citizen or hold an eligible visa (Subclass 491, 494, 489 or a bridging visa associated with an application for a Subclass 887 or 191 visa). The eligible relative must confirm their willingness to provide settlement support.
    • Demonstrate genuine and sustained efforts to obtain employment from an NT employer.

    NT Job Offer stream

    • Have a job offer in the nominated occupation in an NT business that has been actively operating in the NT for at least 12 months.

NT Graduates

Candidates must:

  • Have completed two years of study in the NT.
  • Have completed one or more qualifications at an NT-based institution in a single tertiary course or a set of nested tertiary courses.
  • Demonstrate genuine and sustained efforts to obtain employment from an NT employer in the nominated occupation.

Candidates who:

  • hold a Graduate (Subclass 485) visa that expires after 1 July 2024 or who are eligible to apply for a Graduate (Subclass 485) visa, are unlikely to be offered a nomination in this program year.
  • are working in their nominated occupations or in critical sectors (healthcare, education and hospitality) would be prioritised.
The above is a summary of key/essential eligibility criteria; it is not an exhaustive list of requirements. You are encouraged to check all criteria on the relevant State/Territory website.

Queensland

2023-24 Queensland Skilled Migration Program

541111: Call or Contact Centre Team Leader
TypeSubclass 190Subclass 491Minimum post-qualification work experience requirement
Offshore candidates (QSOL list)
Living in QLD (Skilled List)

General Requirements

Candidates may be nominated under four streams:

Requirements for 'Skilled workers living in QLD'

Candidates must:

  • Have a points-test result of 75 or higher for Subclass 190 (except for Trades occupations, which require 70 or higher) or, 65 or higher for Subclass 491.
  • Have an occupation on the Department’s relevant Skilled List (MLTSSL, STSOL or ROL).
  • Have Competent English or higher (6.0 on IELTS / 50 on PTE).
  • Have been living in QLD (regional for Subclass 491), undertaking full-time post-qualification employment (30 hrs/week) in the nominated occupation for ‘3 months immediately before EOI lodgement’ for Subclass 190 or, ‘at the time of your EOI lodgement’ for Subclass 491.
  • Provide evidence of ongoing full-time employment in QLD for a further 12 months for Subclass 190 or, 6 months for Subclass 491 (virtual office is not accepted).

Skilled workers living in QLD

Requirements for 'Skilled workers living Offshore'

Candidates must:

  • Have a points-test result of 75 or higher for Subclass 190 (except for Trades occupations, which require 70 or higher) or, 65 or higher for Subclass 491.
  • Have an eligible occupation on the ‘Queensland Skilled Occupation List’ (QSOL).
  • Have Competent English or higher (6.0 on IELTS / 50 on PTE).
  • Provide evidence of the required years of post-study work experience as per the QSOL and be employed in the nominated occupation when invited.

Skilled workers living Offshore

Requirements for 'Graduates of a QLD university'

Candidates must:

  • Have a points-test result of 75 or higher for Subclass 190 or, 65 or higher for Subclass 491.
  • Have an occupation on the Department’s relevant Skilled List (MLTSSL, STSOL or ROL).
  • Be living in Queensland (regional for Subclass 491).
  • Have Competent English or higher (6.0 on IELTS / 50 PTE).
  • Have completed 100% of their studies in Queensland and graduated in the last two years.
  • Meet the additional criteria for their qualification level as indicated below.

PhD or Doctorate Graduates (190 and 491) must:

  • Have had a positive decision on their thesis.

Master’s Graduates in STEM or Agriculture fields (190 and 491) must:

  • Be employed full-time (30 hrs/week) in the nominated occupation (or ANZSCO Skill Level 1).

Master’s Graduates - not in STEM or Agriculture fields (190 and 491) must:

  • Be employed full-time (30 hrs/week) in the nominated occupation (or ANZSCO Skill Level 1).
  • Have a grade point average of 6.0 or higher for Subclass 190 or 5.0 for Subclass 491.

Bachelor’s Graduates (190 and 491) must:

  • Be employed full-time (30 hrs/week) in the nominated occupation (or ANZSCO Skill Level 1).
  • Have a grade point average of 6.0 or higher for Subclass 190 or 5.0 for Subclass 491.

Graduates of a QLD University

Requirements for 'Small business owners in regional QLD'

Candidates must:

  • Have an occupation on the Department’s relevant Skilled List (MLTSSL, STSOL or ROL).
  • Have full-time work rights and not currently be studying.
  • Be living in regional Queensland.
  • Be working for the business full-time (30 hrs/week)
  • Have 100% ownership of the business.
  • Own and operate a business in regional Queensland.
  • Meet the criteria for Pathway 1 or Pathway 2 as indicated below.

Pathway 1

  • Have purchased an existing business for a minimum of $100,000.
  • The business must be a pre-existing business (operating for a minimum of 2 years) trading for a minimum of six months prior to lodging an Expression of Interest (EOI).
  • The business must employ at least one Australian resident (20 hrs/week) or two employees working 10 hrs/week.

Pathway 2

  • Have started a business and have continuously run that business for a minimum of two years. Must be generating a profit and have a turnover of $200,000 in the 12 months prior to application.

Small Business Owners in regional QLD

The above is a summary of key/essential eligibility criteria; it is not an exhaustive list of requirements. You are encouraged to check all criteria on the relevant State/Territory website.

South Australia

541111: Call or Contact Centre Team Leader

2023-24 South Australia's Skilled Occupation List

StreamSubclass 190Subclass 491Minimum Points
GraduatesNN
Working in South AustraliaNN
Highly Skilled & TalentedNN
OffshoreNN

General Requirements

To be selected to apply for State nomination, most candidates must complete and submit a Registration of Interest (ROI) for South Australia via their Migration portal.

Candidates may be nominated under four streams:

Requirements for 'South Australian Graduates'

Candidates must:

  • Have an occupation under the Graduate stream on South Australia’s Skilled Occupation list.
  • Currently live and work in South Australia.
  • Have at least Competent English.
  • Have completed their qualification at a South Australian education. The course must be CRICOS registered with a minimum of 46 CRICOS weeks and meet the minimum qualification level listed for the occupation on South Australia’s Skilled Occupation list. At least 50% of the qualification must have been completed in SA, and the candidate must have resided in the State for at least 1 year during their studies.
  • Have been residing in South Australia for at least the last 12 months.
  • Have been working for the last 6 months and be currently employed (at least 30 hr/week). Employment must be related to the nominated occupation.

South Australian Graduates

Requirements for 'Working in South Australia'

Candidates must:

  • Have an occupation under the Working in SA stream on South Australia’s Skilled Occupation list.
  • Currently live and work in South Australia.
  • Have at least Competent English.
  • Have been residing in South Australia for at least the last 12 months.
  • Have been working for the last 6 months and be currently employed (at least 30 hr/week). Employment must be related to the nominated occupation.

Working in South Australia

Requirements for 'Highly Skilled and Talented'

Candidates must:

  • Currently live and work in South Australia, interstate or overseas.
  • Have at least Competent English.
  • Meet employment requirements if working or have been offered a position in South Australia. Employer requirements include an existing business of at least 12 months, located and operating in SA for the past 12 months and with an annual turnover of at least $4 million unless an exception applies.
  • Meet additional requirements if:
    • Candidate with Hi-Tech or Digital industry experience, including at least 2 years of experience in one of South Australia’s critical technology professions.
    • Candidate with Defence or Space industry experience, including having already commenced employment in a relevant organisation and currently working full-time in South Australia. Overseas candidates must demonstrate relevant experience and intend to relocate to South Australia.

Highly Skilled and Talented

Requirements for 'Offshore'

Candidates must:

  • Currently residing offshore.

Offshore

Tasmania

541111: Call or Contact Centre Team Leader
Occupation Lists EligibilityNotes & caveats
Critical Roles List
Tasmanian Onshore Skilled Occupation List (TOSOL)
Overseas Skilled Occupation Profiles (OSOP)

Lists

  • Critical Roles List: An occupation included in the 'Critical Roles List' will be prioritised in the Migration Tasmania Gateway.
  • Tasmanian Onshore Skilled Occupation List (TOSOL): An occupation included in the TOSOL is eligible for subclass 190 nomination after 6 months employment in a closely related role. Occupations that are not on the TOSOL are eligible for subclass 190 nomination in the 'Tasmanian Skilled Employment' pathway after 15 months of related employment.
  • Overseas Skilled Occupation Profiles (OSOP): An occupation included in the OSOP list is eligible for the 'Overseas Applicant (OSOP) – Invitation Only' pathway (subclass 491 only).

Pathway Eligibility

541111: Call or Contact Centre Team Leader
PathwaySubclass 190Subclass 491
Tasmanian Skilled Employment
Tasmanian Skilled Graduate
Tasmanian Established Resident
Tasmanian Business Operator
Overseas Applicant (Job Offer)
Overseas Applicant (OSOP) – Invitation Only
  • Occupation is IN the state occupation list and MAY be eligible if you meet the specific state nomination requirements
  • Occupation is IN the Skilled List and MAY be eligible if you meet the state nomination requirements
  • Occupation MAY NOT be eligible
  • Stream NOT applicable to the visa Subclass

Victoria

Victoria’s 2023-24 Skilled Visa Nomination Program

To be selected to apply for Victorian skilled visa nomination, candidates must complete and submit a Registration of Interest (ROI) for Victorian State Visa Nomination.

All occupations included in the Skilled List(MLTSSL, STSOL or ROL list) are eligible for nomination if the candidate meets the Victoria nomination criteria.

This occupation is NOT included in the Skilled List (MLTSSL, STSOL and ROL) and may not be eligible for nomination.

The following occupation groups are prioritised:

  • Health
  • Social services
  • Information Communication Technology (ICT)
  • Early childhood, primary, secondary, and special education teachers
  • Advanced manufacturing
  • Infrastructure
  • Renewable energy
  • Hospitality and tourism (491 visa only)

General Requirements for 'Skilled Nominated visa (subclass 190)'

Candidates applying for Subclass 190 nomination must:

  • Have an occupation on the Skilled List (MLTSSL, STSOL or ROL list).
  • Have had their Registration of Interest (ROI) selected.
  • If onshore, be living in Victoria at the time of nomination.
  • If onshore and claiming earnings from skilled employment in the ROI, the employer must be physically located in Victoria.
  • Be committed to living in Victoria.

General Requirements for 'Skilled Work Regional (Provisional) visa (subclass 491)'

Onshore Candidates must:

  • Have an occupation on the Skilled List (MLTSSL, STSOL or ROL list).
  • Have had their Registration of Interest (ROI) selected.
  • Be living and working in skilled employment in regional Victoria at the time of nomination. Candidates who are not working, or working in non-skilled employment, are not eligible to apply for nomination.
  • Be committed to living in regional Victoria.

Offshore Candidates must:

  • Have an occupation on the Skilled List (MLTSSL, STSOL or ROL list). Offshore candidates for 491 visas with skills in healthcare, social services and education will be prioritised.
  • Have had their Registration of Interest (ROI) selected.
  • Be committed to living in regional Victoria.

Western Australia

Western Australia occupation lists (WASMOL Schedule 1 & 2, and Graduate)

541111: Call or Contact Centre Team Leader
Stream TypeStatusSubclass 190Subclass 491Minimum PointsPriority OccupationComments
Not AvailableNN

General Requirements

Candidates may be nominated under two streams:

Applicants for the General stream must satisfy Schedule 1 or Schedule 2 criteria, depending on their occupation.

Schedule 1 criteria, candidates must have:

  • An occupation on the WASMOL – Schedule 1 (Health & Medical Occupations).
  • Competent English.
  • At least one year of relevant Australian or overseas work experience.
  • At least 6-months full-time contract of employment in Western Australia (only applicable for Subclass 190 visa applicants, and except for those invited through a WA building and construction industry sector occupation).

Schedule 2 criteria, candidates must have:

  • An occupation on the WASMOL – Schedule 2.
  • Competent English.
  • At least 6-months full-time contract of employment in Western Australia (only applicable for Subclass 190 visa applicants, and except for those invited through a WA building and construction industry sector occupation).

WA Graduates must have:

  • An occupation on the GOL.
  • Studied at an accredited Western Australian educational institution, full-time and face-to-face, for at least two years.
  • Completed a Cert. III or higher qualification in a Western Australian university, higher education provider, TAFE, registered training provider or English language provider.
  • Competent English.
The above is a summary of key/essential eligibility criteria; it is not an exhaustive list of requirements. You are encouraged to check all criteria on the relevant State/Territory website.

Migration Program Planning Levels 2023-24

State & Territory Visa Allocations 2023-24

State / TerritoryNominated Subclass 190Work Regional Subclass 491Business Innovation & Investment Program
(BIIP)
ACT6006000
NSW2,6501,5000
NT2504000
QLD9006500
SA1,1001,2000
TAS6006000
VIC2,7006000
WA1,5008500
TOTAL10,3006,4000

Skill stream

Visa CategoryAllocations 2022-23Allocations 2023-24
Employer Sponsored35,00036,825
Skilled Independent32,10030,375
Regional34,00032,300
State/Territory Nominated31,00030,400
Business Innovation & Investment5,0001,900
Global Talent (Independent)5,0005,000
Distinguished Talent300300
Total Skill stream142,400137,100

Family stream

Visa CategoryAllocations 2022-23Allocations 2023-24
Partner40,50040,500
Parent8,5008,500
Child3,0003,000
Other Family500500
Total Family stream52,50052,500
Special Eligibility100400
 
TOTAL Migration Program195,000190,000

2023-2024 Migration Program planning levels

ANZSCO version 1.3, cat. no. 1220.0
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

Description

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

Alternative Titles

  • Call Centre Supervisor
  • Contact Centre Supervisor

Specialisations

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

Alternative titles are any commonly used alternative title (or titles) for the occupation. These alternative titles have the same meaning as the principal title but may be less commonly used.

Specialisation titles are any commonly used titles which refer to a subset of jobs belonging to the occupation designated in the principal title. These jobs involve the performance of specialised tasks rather than the broader range of tasks usually performed in the occupation.

2023 Skills Priority List

The Skills Priority List (SPL) provides a detailed view of occupations in shortage in Australian and by each state and territory. The SPL is released annually by Jobs and Skills Australia

Occupation Ratings: S Shortage; NS No Shortage; R Regional Shortage
National Future Demand:c Below economy average;b At economy average;a Above economy average

541111: Call or Contact Centre Team Leader
National Future DemandNationalACTNSWNTQLDSATASVICWA
aNSNSNSNSNSNSNSSNS

What is the Skills Priority List (SPL)?
Jobs and Skills Australia – Skills Shortages Analysis

Unit Group 5411: Call or Contact Centre Workers

Description

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  3

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

  • 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 in this Unit Group

  • 541111: Call or Contact Centre Team Leader
  • 541112: Call or Contact Centre Operator

Average Salary 2021

Unit Group 5411: Call or Contact Centre Workers

TypeWeekly EarningsAnnual SalaryAverage Age
Males$ 1,288.70 $ 67,01236.9
Females$ 1,125.90 $ 58,54740.7
Persons$ 1,194.90 $ 62,13539.1

Complete list of Average Salary 2021 by occupation

Australian Bureau of Statistics, 2013, ANZSCO - Australian and New Zealand Standard Classification of Occupations, 2013, Version 1.3, cat. no. 1220.0, https://www.abs.gov.au/ausstats/abs@.nsf/mf/1220.0 

SkillSelect EOI Backlog

EOI Data Current to 30/09/2023

Total Count EOIs @ 30/09/2023

Visa TypeSubmittedInvitedLodged
188 Business Innovation3,2432,636
189 Skilled Independent123,92226021,018
190 State/Territory Nominated228,59277936,154
491 State/Territory Nominated (Regional)188,64658322,859
491 Family Sponsored4,536<20704

EOIs by Occupation & Visa Type

541111: Call or Contact Centre Team Leader

189 Skilled Independent

190 State/Territory Nominated

491 State/Territory Nominated

491 Family Sponsored

Notes

  • Counts of EOIs with less than 65 points are not shown.
  • Counts which are less than 20 are shown as '<20'.

EOI Status

SUBMITTED an EOI that meets all requirements for all selected visa subclasses and has all fields completed can be submitted. Once submitted, points are attributed to the EOI based on the information provided. Submitted EOIs are eligible for selection in an invitation round.

INVITED an invitation to apply for a visa has been issued.

LODGED a visa application has been lodged using an invitation to apply for a visa.

This data draws from the SkillSelect EOI Dashboard  and is thus as accurate as the information on that source. This information is intended to provide a general overview of the SkillSelect dataset in a specific point in time, rather than a real-time database.
Anzscosearch will provide this information as long as it remains available on the SkillSelect website.

DAMA - Designated Area Migration Agreement

Occupation NOT in any DAMA list.

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