Call or Contact Centre Manager ANZSCO Code: 149211
A call or contact centre manager, also known as a call centre manager, hires staff members and manages their day-to-day activities. Their responsibilities encompass employing and educating Contact centre Representatives, setting objectives for Call centre staff to adhere to, and addressing any customer concerns or other issues that arise within the Call centre. A call centre manager or contact centre plans and oversees the centre’s day-to-day activities. Their job may be in a call centre.
Occupation description
A call centre manager or contact centre plans and oversees the centre’s day-to-day activities. Their job may be in a call centre.
Occupations considered suitable under this ANZSCO code:
- Call Centre Manager
- Contact Centre Manager
Occupations not considered suitable under this ANZSCO code:
- Customer Service Manager
- Call or Contact Centre Team Leader
- Department or Unit Manager
These jobs need the necessary skill level or are categorized differently in ANZSCO.
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Group allocation:
VETASSESS Group C occupation: Call or Contact Centre Manager
This occupation requires qualifications, such as a bachelor’s degree or higher degree, which are assessed as comparable to the educational level of an Australian Qualifications Framework (AQF) or experiences in the related field.
Applicants must have fulfilled at least one of the following four criteria (1–4):
Extra credentials in a highly applicable topic of study correspond to the following levels:
- AQF Diploma
- AQF Advanced Diploma
- AQF Associate Degree or
- AQF Graduate Diploma
Bachelor’s degree or higher degree includes:
- AQF Master’s Degree or
- AQF Doctoral Degree
Highly relevant paid employment duration (20 hours or more per week)
- 1–3 minimum number of years of highly relevant work experience in the specified occupation gained during the five years before the application date for a skills assessment and at a suitable skill level.
- 4 A minimum of 6 years of relevant work experience is needed, with at least one year of highly relevant work completed in the five years before application and five years of relevant work (which may have yet to be completed within the last five years).
An applicant must have at least one year of highly relevant work at an adequate skill level within the last five years if employment occurs before attaining the certification at the requisite level. The final five years of pre-qualification could fall inside the previous ten years. A favorable evaluation of the degree of qualification and length of employment is necessary for a favorable conclusion of the Skills Assessment.
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Qualification and Employment Criteria
Qualification
This occupation requires a qualification in:
- AQF Advanced Diploma, Associate Degree, Bachelor, Master and Doctoral level.
HIGHLY RELEVANT MAJOR FIELDS OF STUDY INCLUDE:
- Business Management
- Customer Service Management
Employment
Highly relevant tasks include:
- Making sure a call centre runs efficiently.
- Giving team members guidance and feedback, as well as helping with hiring.
- Overseeing, inspiring, and developing customer service employees.
Employment information
Make a call or use a contact centre. Large call or contact centres frequently entrust their managers to oversee intricate operations. They are supposed to supervise a group of supervisors and call centre employees, participate in setting goals, and evaluate call centre data.
The position should focus solely on running a call centre or contact centre, although it could also involve interacting with other departments within the business. Front-line retail professions and jobs that primarily require regular, direct client transactional interaction will not be accepted for this career.
Although positions with this title at a call or contact centre may be considered, operations managers are often not approved for this employment if the tasks are highly relevant.
Supporting material for assessment
An organizational chart is required of candidates nominated for this managerial position. The firm letterhead, the applicant’s job title, the positions of their superiors and subordinates, and all positions reporting to the applicant’s direct supervisor and subordinates should all be included in an organizational chart. It should also show where the department fits into the larger structure of the business.
Applicants must submit a statutory declaration explaining the necessary information and why it cannot be provided if they cannot get an organizational chart from their employer.