Management and Specialist Categories

A significant proportion of organisations provide salary packaging benefits to managers with some 30% providing a car benefit (either through expenses paid or a maintained vehicle). Additional superannuation is the most frequently reported extra benefit, with fifteen percent of organisations paying this benefit. The package value of these items has been incorporated into the salary tables on the following pages.

Team Leaders and Supervisors

The average base salary for team leaders in the survey was just under $39,000, with supervisors on slightly higher average earnings of around $42,000. The highest paid team leaders are in the utilities industry, with a median salary of just under $44,000. Team Leaders in larger companies tended to be on higher earnings. There were only minor differences between the states in terms of team leaders salaries. In contrast, supervisors in NSW are earning up to $10,000 more than their interstate counterparts.

Call Centre Managers

The average salary for a call centre manager on a national basis was $65,670. Higher salaries are paid in the Financial Services and Utilities industries, while the Manufacturing industry reported lower earnings. This could be partly attributed to the relative size of call centres across these industries, with the latter having smaller call centres. Higher earnings were reported in larger organisations, and NSW call centre managers averaged higher earnings by up to $12,000 per annum.

 

Team Leader

This is the first level of supervision and requires incumbents to lead staff in the achievement of their customer contact goals (eg sales, service level, collections targets) and may involve planning, organising and controlling team activities to meet organisational goals.

Position Outline

Supervise the day-to-day operational activities of staff in the delivery of their job responsibilities.

Plan and monitor work schedules to meet organisational objectives.

Plan the training and development needs of staff.

Provide feedback to staff on performance issues.

Provide coaching and on-the-job training where required.

Provide feedback for management on customer concerns and issues impacting organisational performance (eg sales/service/credit).

Handle escalated customer complaints or queries.

Lead and motivate agents to achieve performance goals.

Organise workflows to achieve key results.

Manage attendance and time keeping aspects of the team.

A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.

Click here on how to get it

Salary Table

Team Leader

Base Salary

Salary Package

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

Summary

49

38,795

33,250

37,800

45,000

42,700

35,665

40,458

48,043

By Industry
Financial Services and Insurance

17

38,816

33,274

39,000

44,560

42,319

35,724

41,835

47,535

Services & Hospitality

19

38,045

33,000

36,000

44,250

41,993

35,251

38,520

47,347

Utilities

6

43,057

36,000

43,838

52,000

46,093

38,581

46,829

55,534

Other

7

37,124

34,000

35,368

38,750

39,689

36,480

37,888

41,445

By Sales Turnover
+$3 Bn (BRW Top 200)

17

40,803

36,000

40,379

45,375

44,364

38,520

43,214

48,455

$250m - $850m (BRW Top 500)

17

40,377

35,000

38,500

47,000

43,959

37,476

41,370

50,150

- $100m p.a.

15

34,726

30,171

33,500

37,125

37,825

32,335

35,810

39,698

By Location
NSW

15

39,497

34,250

39,000

45,000

43,028

36,730

41,835

48,028

SA

4

37,112

36,000

39,680

38,554

Vic

26

39,292

34,000

38,000

45,500

43,368

36,398

40,748

48,606

Other States

4

34,613

36,000

37,066

38,468

 

Supervisor

Position Outline

This role may be present in some larger or multi functional call centres and normally provides an intermediate level of supervision reporting to the call centre manager. The role requires incumbents to lead staff in the achievement of goals and will involve planning, organising and controlling team activities to meet organisational goals. Additional responsibilities may include some elements of specialist support or assistance with organisational outcomes to support senior management. This role may equate to an "Operations Manager" in some organisations.

A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.

Click here on how to get it

Salary Table

Supervisor

Base Salary

Salary Package

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

Summary

48

41,647

35,466

40,000

48,150

47,367

38,758

45,870

56,150

By Industry

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

Financial Services & Insurance

19

42,255

35,500

40,000

47,750

47,618

38,769

45,103

55,468

Services & Hospitality

5

35,429

34,164

40,000

45,000

40,895

38,399

45,288

51,875

Utilities

5

50,972

37,381

44,299

58,000

59,908

45,697

53,039

67,751

Other Industries

8

46,809

40,000

44,460

48,500

52,209

43,534

49,368

56,259

By Turnover

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

+$3 Bn (BRW Top 200)

14

45,017

38,000

45,000

52,500

50,330

41,772

50,450

59,219

$250m - $850m (BRW Top 500)

15

38,491

32,000

38,330

50,000

45,058

36,904

44,530

58,596

Less Than $100m p.a.

19

41,655

36,000

40,000

44,750

46,692

40,107

45,195

50,559

By Location

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

NSW

16

49,423

37,250

44,230

49,500

54,378

40,941

48,740

56,166

Vic

23

33,745

40,750

44,000

52,500

44,643

50,580

54,915

64,448

Qld

4

38,073

40,000

43,940

45,695

Other States

5

39,524

35,750

39,165

44,500

42,604

38,778

42,245

47,633

 

Call Centre Manager

Position Outline

This is the senior grade of management in the call centre. It may involve responsibility for multi-functional units or larger groups of single function staff. There will normally be some line of supervision between the customer contact staff and the manager. The role requires incumbents to plan over the longer term, lead staff in the achievement of goals and will involve, organising and controlling team leader’s and specialist’s activities to meet organisational goals. There will normally be responsibility for budgeted profit, sales, service or cost control targets, or a combination of several measures of organisational performance.

Key Results Areas may include, but are not limited to:

Profitability of the call centre or functional area

Sales targets

Service level agreement achievement

Cost budgets

Implementation of systems including call centre management, systems of work or IT

Management of organisational change

A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.

Click here on how to get it

Salary Table

Call Centre Manager

Base Salary

Salary Package

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

Summary

73

65,670

51,500

60,000

75,000

74,912

56,075

67,550

90,600

By Industry

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

Financial Services & Insurance

25

68,905

51,250

65,000

85,000

77,810

56,009

72,672

99,286

Telecommunications

5

65,500

56,250

65,500

69,750

74,027

61,700

73,330

82,050

Manufacturing

7

59,143

45,250

60,000

65,000

71,369

51,365

72,050

83,513

Services

20

62,757

55,000

60,000

66,750

70,735

59,798

67,393

78,493

Utilities

4

68,750

62,500

73,329

66,963

Hospitality

6

58,500

48,750

51,500

75,000

68,938

55,171

61,553

89,839

Other Industries

7

64,091

55,043

60,000

73,750

80,561

66,330

78,200

93,675

By Turnover

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

+$3 Bn (BRW Top 200)

26

67,320

50,750

64,264

75,000

76,031

55,469

71,936

88,743

$250m - $850m (BRW Top 500)

22

69,932

55,000

65,000

80,000

78,787

59,838

72,690

94,038

Less Than $100m p.a.

24

62,712

51,500

59,550

65,000

72,453

58,060

67,663

79,550

By Location

No.

Average

Q1

Median

Q3

Average

Q1

Median

Q3

NSW

27

72,142

59,575

66,500

85,000

81,185

64,710

74,225

99,268

SA

5

59,145

44,713

53,250

73,750

66,727

50,863

59,978

83,618

Vic

33

65,040

50,000

60,000

71,250

73,657

54,444

67,393

85,263

Other States

7

57,714

51,500

55,500

59,500

73,721

62,328

73,420

78,773

 

 

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