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  • Skilled Occupation MANAGERS Hospitality, Retail and Service Managers > Miscellaneous Hospitality, Retail and Service Managers Call or Contact Centre and Customer Service Managers 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

    Average Income:
    The average salary for a Call or Contact Centre Manager is $ 120,040 for male employees and $ 86,114 for female employees per year.
    Average Age: Males: 43.2 Females: 44.6 Persons: 44.2
    [See: www.abs.gov.au 1492 Call or contact centre and customer service managers - Employee Earnings and Hours, Australia, May 2016]

    Australian visa options for Call or Contact Centre Manager

    Employer Sponsorship
    491 Visa
    482 TSS Visa
    Skilled Occupation
    ANZSCO Code
    Assessing Authority
    189 Visa
    190 Visa
    186 Visa (DE)
    187 Visa
    All area
    Regional area
    Call or Contact Centre Manager
    Visa processing times-months (75%)
    Business Visas
    Visa processing times-months (90%)

    Call or Contact Centre Manager categories in Group C.

    Information for Employers

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    Call or Contact Centre Manager job description, duties and education requirements


      CALL OR CONTACT CENTRE AND CUSTOMER SERVICE MANAGERS organise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.

      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:
        NZ Register 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 organisational units, service agents and customers to identify and respond to customer expectations
      • may work in a call centre


      Sources: www.abs.gov.au and DIBP

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