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.
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.
| 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 |
||||
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.
| 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 |
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.
| 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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