A Call or Contact Centre Manager organises and controls the operations of a call centre. They may work in a call centre.
Occupation description
A Call or Contact Centre Manager organises and controls the operations of a call centre. They may work in a call centre.
Occupations considered suitable under this ANZSCO code:
- Call Centre Manager
- Contact Centre Manager
Occupations not considered under this ANZSCO code:
- Customer Service Manager
- Call or Contact Centre Team Leader
- Department or Unit Manager
These occupations are classified elsewhere in ANZSCO or are not at the required skill level.
Call or Contact Centre Manager is a VETASSESS Group C occupation
This occupation requires a qualification assessed as comparable to the educational level of an Australian Qualifications Framework (AQF) Diploma or higher.
Applicants must have fulfilled at least one of the following four criteria (1–4):
Description of Pathways
The information below describes the available pathways for a Skills Assessment under Group C. Please note that in order to achieve a successful Skills Assessment Outcome, a suitable assessment for both qualifications and employment is required.
Pathway 1
This pathway requires a qualification assessed as comparable to the education level of an Australian Qualifications Framework (AQF) Diploma or higher and in a field highly relevant to the nominated occupation.
Diploma or higher includes AQF Advanced Diploma, Associate Degree, Bachelor Degree, Graduate Diploma, Master Degree or Doctoral Degree.
In addition, it is essential for applicants to meet the following employment criteria:
- at least one year of post-qualification employment at an appropriate skill level, undertaken in the last five years,
- working 20 hours or more per week, and
- highly relevant to the nominated occupation.
Pathway 2
This pathway requires a qualification assessed as comparable to the education level of an Australian Qualifications Framework (AQF) Diploma or higher and in a field not highly relevant to the nominated occupation.
Diploma or higher includes AQF Advanced Diploma, Associate Degree, Bachelor Degree, Graduate Diploma, Master Degree or Doctoral Degree.
An additional qualification in a highly relevant field of study at a minimum AQF Certificate IV level is required. Additional qualifications in a highly relevant field of study include those comparable to the AQF Certificate IV.
In addition, it is essential for applicants to meet the following employment criteria:
- at least one year of post-qualification employment at an appropriate skill level, undertaken in the last five years,
- working 20 hours or more per week, and
- highly relevant to the nominated occupation.
Pathway 3
This pathway requires a qualification assessed as comparable to the education level of an Australian Qualifications Framework (AQF) Diploma or higher and in a field not highly relevant to the nominated occupation.
Diploma or higher includes AQF Advanced Diploma, Associate Degree, Bachelor Degree, Graduate Diploma, Master Degree or Doctoral Degree.
In addition, it is essential for applicants to meet the following employment criteria:
- at least two years of post-qualification employment at an appropriate skill level, undertaken in the last five years,
- working 20 hours or more per week, and
- highly relevant to the nominated occupation.
Pathway 4
This pathway requires a qualification assessed as comparable to the education level of an Australian Qualifications Framework (AQF) Diploma or higher with or without a highly relevant major field of study to the nominated occupation.
Diploma or higher includes AQF Advanced Diploma, Associate Degree, Bachelor Degree, Graduate Diploma, Master Degree or Doctoral Degree.
In addition, it is essential for applicants to meet the following employment criteria:
- at least four years of employment at an appropriate skill level that includes at least one year of highly relevant employment within the last five years before applying,
- working 20 hours or more per week, and
- highly relevant to the nominated occupation.
Qualification and Employment Criteria
Employment
Highly relevant tasks include:
- 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.
Employment information
Call or Contact Centre Managers are often responsible for managing complex operations in large call or contact centres. They are expected to manage a team of call centre staff and supervisors, be involved in establishing call centre objectives and analyse call centre metrics.
The role should be dedicated to managing a call or contact centre but may need to connect with other areas of the company. Positions based in a front-line retail setting, and positions predominately involving direct client transactional interaction on a regular basis, will not be accepted for this occupation.
While generally Operations Managers are not accepted for this occupation, positions with this title within a call or contact centre may be considered, if the tasks are highly relevant.
Supporting material for assessment
Applicants nominating this managerial occupation must submit an organisational chart. An organisational chart should include:
- The company letterhead,
- Your job position,
- The job position of your superiors and subordinates, as well as,
- All positions reporting to your immediate supervisor and to your direct subordinates.
If you are unable to obtain an organisational chart from your employer, please provide a statutory declaration outlining the required information and the reasons why this information cannot be provided.
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