Call or Contact Centre and Customer Service Manager ANZSCO

Where these jobs are in Australia

VICNSWQLDSAWATASNTACT
26.3%36.0%18.4%5.7%9.4%1.5%0.8%1.8%

Source from: https://labourmarketinsights.gov.au/occupation-profile/call-contact-centre-customer-service-managers?occupationCode=1492

 

Job Summary of this Unit Group:

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.

 

Requisite Education:

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:

  • NZQF Diploma (ANZSCO Skill Level 2)

 

Whether the Education can be substituted with experience:

  • Yes, at least three years of relevant experience may substitute for the formal qualification.
  • In some instances, relevant experience and/or on-the-job training may be required in addition to the formal qualification.

 

Detailed 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

 

149211 Call or Contact Centre Manager ANZSCO

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

Skill Level: 2

Skilled Occupations List: N/A

 

149212 Customer Service Manager ANZSCO

Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations.

Skill Level: 2

Skilled Occupations List: Short Term

Alternative Titles:

  • Client Service Manager
  • Service Manager

Caveat 2:

The position has nominated annual earnings of less than AUD65,000.

Caveat 11:

The position:

(a) is based in a front‑line retail setting; or

(b) predominantly involves direct client transactional interaction on a regular basis.

Caveat 19:

The position is in a business that has an annual turnover of less than AUD1,000,000.

 


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