Description
Organises and controls the operations of a call or contact centre. May work in a call centre.
Skill Level
2
Alternative Titles
NULL
Specializations
NULL
Skills Assessment Authority
Caveats
Group: 1492 Call or Contact Centre and Customer Service Managers
Description
organise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.
Tasks
- 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
Skill Level
Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.