172131 Call or Contact Centre Manager

This occupation has a skill level corresponding to the qualifications and experience below.

Australia

• Skill Level 2: AQF Associate Degree, Advanced Diploma, Diploma, or at least three years of relevant experience

New Zealand

• Skill Level 2: NZQF Diploma, or at least three years of relevant experience

• Manages teams of Call or Contact Centre Operators
• Oversees performance and development of call or contact centre team members
• Monitors and evaluates call or contact centre performance metrics, including sales rates, costs, and customer service quality
• Implements improvements based on data analysis
• Reports on business activities, workforce planning, and budgeting within the call or contact centre
• Liaises with sales, service, and supplier agents, and maintains related databases
• Develops and reviews call or contact centre polices, programs, and procedures