Call or Contact Centre Manager – ANZSCO 149211

Description
Organises and controls the operations of a call or contact centre. May work in a call centre.
Skill Level
2

Occupation Lists

This occupation is not on the following skills lists:

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Skills Assessment Authority: VETASSESS

Group: 1492 Call or Contact Centre and Customer Service Managers

Description
organise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.
Tasks
  • developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
  • ensuring operational efficiency within a call centre
  • providing direction and feedback to team members and assisting with recruitment
  • managing, motivating and developing staff providing customer services
  • planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
  • liaising with other organisational units, service agents and customers to identify and respond to customer expectations
  • may work in a call centre
Skill Level
Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.
In Australia:
AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

In New Zealand:
NZ Register Diploma (ANZSCO Skill Level 2)

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.

Occupations in this Group
  • 149211 Call or Contact Centre Manager
  • 149212 Customer Service Manager

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