1721 Call Centre and Customer Service Managers

OSCA - Occupation Standard Classification for Australia

Reference period

2024, Version 1.0

Released

6/12/2024

Next release Unknown

Organise and control the operations of call and contact centres, administer and review customer services, and maintain sound customer relations.

The occupations in this unit group have a skill level corresponding to the qualifications and experience below.

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

Occupation

172131 Call or Contact Centre Manager

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

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

Occupation

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

Develops and reviews policies, programs and procedures concerning customer relations and goods and services provided
Manages and trains staff providing customer services
Plans and implements after-sales services to handle complaints, refund requests and other feedback
Liaises with other organisational units, service agents and customers to identify and respond to customer expectations