Organizes and controls the operations of a call or contact center. May work in a call center.
Skill Level 2
Caveats - No caveats
Group: 1492 Call or Contact Centre and Customer Service Managers
organize and control the operations of call or contact centers, review customer services, and maintain sound customer relations.
developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
ensuring operational efficiency within a call center
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 the performance of goods purchased and modify and improve services provided
liaising with other organizational units, service agents and customers to identify and respond to customer expectations
may work in a call center
Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.
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.