Call or Contact Centre and Customer Service Managers play a vital role in organising and controlling the operations of call or contact centres, reviewing customer services, and maintaining sound customer relations. They are responsible for ensuring that the call centre operates efficiently and effectively, providing direction and feedback to team members, and assisting with recruitment.

These managers develop and review policies, programs, and procedures concerning customer relations and the goods and services provided. They also plan and implement after-sales services to follow up on customer satisfaction, ensure the performance of goods purchased, and modify and improve services provided. In addition, they liaise with other organizational units, service agents, and customers to identify and respond to customer expectations.

Indicative 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:

• 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.

Tasks Include:

• 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 organizational units, service agents, and customers to identify and respond to customer expectations
• May work in a call centre

Occupations:

• 149211 Call or Contact Centre Manager
• 149212 Customer Service Manager

149211 Call or Contact Centre Manager

Organises and controls the operations of a call or contact centre. May work in a call centre.

Skill Level: 2

149212 Customer Service Manager

Alternative Titles:

• Client Service Manager
• Service Manager

Plans, administers, and reviews customer services and after-sales services, and maintains sound customer relations.

Skill Level: 2