Occupation

172131 Call or Contact Centre Manager

Latest release
OSCA - Occupation Standard Classification for Australia
Cite
Reference period
2024, Version 1.0

172131 Call or Contact Centre Manager

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

Skill level: 2

Main tasks

  • 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