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 Requirement

Unless you are exempt in very limited circumstances, you are required to have a positive Skills Assessment to apply for the visas listed above.

Skills Assessment authority for Call or Contact Centre Manager is Vocational Education and Training Assess (VETASSESS). To have a positive skills assessment, you must meet the following criteria:

• Qualification assessed at AQF Diploma level WITH a highly relevant field of study AND at least one year of post-qualification highly relevant employment at an appropriate skill level in the past five years; OR
• Qualification assessed at AQF Diploma level WITH an additional qualification at AQF Certificate IV in a highly relevant field of study AND at least one year of post-qualification highly relevant employment at an appropriate skill level in the past five years; OR
• Qualification assessed at AQF Diploma WITHOUT a highly relevant field of study AND at least two years of post-qualification highly relevant employment at an appropriate skill level in the past five years
• Applicants must meet both the qualification and employment requirements to obtain a positive skills assessment
• Highly relevant fields of study include:
  • Business Management
  • Customer Service Management

Potential Visa Pathways for Call or Contact Centre Manager

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