149211 - Call or Contact Centre Manager

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