Telemarketers, Appointment Setters and Outbound Sales Consultants – Australia’s contact centres market has been quite stable. What endures is the desire from businesses of all sizes to gain more market share. As a result, we are seeing high demand for Telemarketers, Appointment Setters and Outbound Sales Consultants. However these candidates are in short supply since salaries are usually low while employer expectations are high. Retention is an ongoing challenge for employers across the industry. Both permanent and temporary vacancies are available, although there is a higher need for temporary staff in order to manage campaigns.
Strong administrative skills – Contact centres are increasingly looking for multi-skilled workers who have strong administrative capacities as well as phone based skills. As a result, more employers are looking for candidates who also possess IT and administration skills, including typing and spreadsheet skills.
Claims – This demand will be particularly evident in Queensland, as organisations prepare for the annual storm season over summer. Organisations want to ensure that if CAT teams need to be created, it can be done with maximum efficiency with minimal disruption.
Service Desk Representatives – The end of financial year in the banking sector led to an increase in call volumes in the technical space.
Customer Service Representatives – We are seeing good job flow for experienced Customer Service Representatives from organisations looking to provide superior customer service. In particular, the retail banking and financial services industries are looking for staff. Volumes of calls in these areas tend to increase around summer and employing now ensures quality training is provided, ready for the demand.
Team Managers – Following the end of financial year in the banking industry, organisations typically identify and make internal reshuffles and promotions, which leads to additional Team Manager vacancies.
Debt Collection Officers – There is a focus on debt collection for commercial customers and consumers, specifically across the Local Government, utilities, banking and telecommunications sectors. This is creating high demand for Debt Collection Officers.
Workforce Planners – These candidates are needed to forecast and schedule call flow and volume, especially for volume campaigns, sales and promotions.
As noted above, Australia’s contact centres market has been fairly stable, although demand does remain high in the areas of sales as organisations focus on gaining market share, and for multi-skilled professionals as organisations seek to gain greater value from their new hires.
As always, temporary staff remain in high demand to cover short-term leave and to work on specific campaigns.