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ANZSCO 149211: CALL OR CONTACT CENTRE MANAGER

Major Group: 1 – Managers | Sub-Major Group: 14 – Hospitality, Retail and Service Managers | Minor Group: 149 – Miscellaneous Hospitality, Retail and Service Managers | Unit Group: 1492 – Call or Contact Centre and Customer Service Managers
Description: Organises and controls the operations of a call or contact centre. May work in a call centre.
Skill Level 2 : Occupations at Skill Level 2 have a level of skill commensurate with one of the following:
– NZ Register Diploma or 
– AQF Associate Degree, Advanced Diploma or Diploma.
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.

UNIT 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.
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.
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
Other occupations in this Unit Group
  • 149212 – Customer Service Manager