Call or Contact Centre and Customer Service Managers
Unit Group
ANZSCO CODE - 1492

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)

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.

• 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