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

Skills Assessment Requirement

Unless you are exempt in very limited circumstances, you are required to have a positive Skills Assessment to apply for the visas listed above.

Skills Assessment authority for Call or Contact Centre Manager is Vocational Education and Training Assess (VETASSESS). To have a positive skills assessment, you must meet the following criteria:

  • Qualification assessed at AQF Diploma level WITH a highly relevant field of study AND at least one year of post-qualification highly relevant employment at an appropriate skill level in the past five years; OR
  • Qualification assessed at AQF Diploma level WITH an additional qualification at AQF Certificate IV in a highly relevant field of study AND at least one year of post-qualification highly relevant employment at an appropriate skill level in the past five years; OR
  • Qualification assessed at AQF Diploma WITHOUT a highly relevant field of study AND at least two years of post-qualification highly relevant employment at an appropriate skill level in the past five years
  • Applicants must meet both the qualification and employment requirements to obtain a positive skills assessment
  • Highly relevant fields of study include:
    • Business Management
    • Customer Service Management
Potential Visa Pathways for Call or Contact Centre Manager
ANZSCOOccupationSkills Assessment189190485 (Graduate Work)491 (State)491 (Family)186 (Direct)407 (Training)494 (regional Sponsored)482 (TSS Medium Term)
149211Call or Contact Centre ManagerVETASSESSxxxxxxxx

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

Subclass 494 visa – Skilled Sponsored Regional (Provisional) visa

You can apply for subclass 494 if you have a regional employer who is willing to sponsor you. To be eligible for this visa, you must have at least 3 years of working experience in your nominated occupation and have a relevant skills assessment. With this visa, there is a requirement that you must work for the employer who is sponsoring you.

This visa provides pathway to permanent residency through the 191 visa.

Experience

At least 3 years full-time work experience in the nominated occupation.

English

Must have at least Competent English, i.e., IELTS 6.0 or equivalent.

Age

Must be under 45 years of age, unless exempt.

Be Sponsored

Must be sponsored by an Australian regional employer.

Job Outlook

  • $1,756 AUD

    Weekly Earnings

  • 94%

    Work full time hours

  • Decline

    Growth expected in the next 5 years

  • 43% female

    Gender share

  • 44 hours

    Average full-time

  • High skill

    Skill level rating

Book a consultation with our Registered Migration Agents in Melbourne to find out more about your visa options and your path to Australian permanent residency or applying for citizenship.