149211:呼叫或联系中心经理 CALL OR CONTACT CENTRE MANAGER SKILL LEVEL 2

MTLSSL	Medium and Long-term Strategic Skills List
STSOL	Short-term Skilled Occupation List

Assessing Authority:     VETASSESS

Yes :“有资格” Occupation may be Eligible

Yes:“补充技术清单”或“特殊情况适用”的职业  Occupation in the "Supplementary Skilled List" or "Special Conditions Apply"

？:点击“州担保详情”查看详情

州担保详情 - ANZSCO 149211

ACT

ACCESS LIST
Status	Explanation
Closed	You may be eligible to apply for ACT nomination if you have close ties (job offer or close family) to Canberra and you meet the nomination criteria

149211 呼叫或联系中心经理职业描述 Job description

呼叫或联系中心经理负责组织和控制呼叫或联系中心的运营。可能在呼叫中心工作。

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

149211 呼叫或联系中心经理技术等级 Skill level

呼叫或联系中心经理的技能等级为2 （ANZSCO Skill Level 2）

149211 呼叫或联系中心经理所属职业列表

149211 呼叫或联系中心经理澳洲技术移民职业评估 Skills assessment authority

移民澳洲时，149211 呼叫或联系中心经理 Call or Contact Centre Manager 属于 VETASSESS C类职业，需要专科以上学历（A qualification assessed at AQF Diploma/AQF Advanced Diploma/Australian Associate Degree level），如果专业高度相关则需要近五年内最少有一年毕业后相关工作经验；如果专业不是高度相关，则需要近五年内至少二年毕业后相关工作经验。毕业前的工作经验符合条件的也可以算作有效工作经验。评估不需要雅思，评估函有效期为3年。

相关职业

149212 客户服务经理 Customer Service Manager

1492电话或呼叫中心及客户服务经理

UNIT GROUP 1492 CALL OR CONTACT CENTRE AND CUSTOMER SERVICE MANAGERS电话或呼叫中心和客服经理职责概述

• 电话或呼叫中心和客服经理组织和控制呼叫或呼叫中心，顾客服务的业务，并保持良好的客户关系。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.

技能要求 Indicative Skill Level 
• 本组大多数职业水平要求与如下资历和经验相对应 Most occupations in this minor group have a level of skill commensurate with the qualifications and experience outlined below.
• 澳大利亚： AQF(澳大利亚学历资格框架) 大专学历、高级文凭或文凭（ANZSCO技术等级 2）In Australia: AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)
• 新西兰: NZ 注册文凭（ANZSCO技术等级 2）In New Zealand: NZ Register Diploma (ANZSCO Skill Level 2)
• 三年以上相关经验可以代替上方所示正规资格，某些情况下，除了要求有正规资格还要求有相关经验和/或在职培训经历。 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:主要职责

• 提供制定和审查政策，计划和有关客户关系和商品及服务程序developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided

• 确保在一个呼叫中心的运营效率ensuring operational efficiency within a call centre

• 提供指导和反馈给团队成员，并协助招募providing direction and feedback to team members and assisting with recruitment

• 管理，激励和发展员工提供客户服务managing, motivating and developing staff providing customer services

• 规划和实施售后服务跟进客户的满意度，确保所购商品的性能，并修改和完善所提供的服务planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided

• 与其他组织单位，服务代理和客户联络，以识别和客户的期望作出反应liaising with other organisational units, service agents and customers to identify and respond to customer expectations

• 可能工作在呼叫中心may work in a call centre