CALL OR CONTACT CENTRE MANAGER

ANZSCO Code: 149211

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

Skill Level

2

Group: CALL OR CONTACT CENTRE AND CUSTOMER SERVICE MANAGERS

ANZSCO Code: 1492

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.

Indicative Skill Level

Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below. In Australia

In Australia

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

In New Zealand

NZ Register Diploma (ANZSCO Skill Level 2)

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