ANZSCO Job Descriptons
in

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 Authority
VETASSESS
Caveats
No caveats apply to this occupation.

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
RELATED:   Crane Chaser - ANZSCO 821911

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Written by Mark

As the founder of Getting Down Under, Mark is passionate about demystifying the process associated with a move to Australia. Having launched Getting Down Under in early January 2006 and made the move to Australia from the UK in the same year, Mark continues to share resources and support for those looking for assistance. If you have a question for Mark, please post in our Community Forums. Please note All information provided on Getting Down Under should be considered in conjunction with our disclaimer. Please seek professional advice if you have any doubts!

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