149211-Call or Contact Centre Manager˜

ANZSCO code: 
149211
Job Title: 

Call or Contact Centre Manager˜

Job Description: 

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

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
Job Group: 

2

Skills: 

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.

Similar O*NET Careers (USA) : 
International Careers(ISCO): 
Source Of Info: 

Reference Australian Bureau of Statistics
1220.0 - ANZSCO -- Australian and New Zealand Standard Classification of Occupations, 2013, Version 1.87