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149211 · ANZSCO V1.3

Call Or Contact Centre Manager

Classification
Occupation
Skill level
2
Major group
Managers

Classification

Major group
1Managers

Description

Organises and controls the operations of a call or contact centre. May work in a call centre.

Unit group

1492 · Call or Contact Centre and Customer Service Managers

Description

UNIT GROUP 1492 CALL OR CONTACT CENTRE AND CUSTOMER SERVICE MANAGERS CALL OR CONTACT CENTRE AND CUSTOMER SERVICE MANAGERS organise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.

Skill level

Occupation skill level 2

Australia

AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)

New Zealand

NZQF 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.

Tasks

Tasks include

  • 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

Occupations in this unit group

Sources