ANZSCO 1492 呼叫中心和客服经理 Call or Contact Centre and Customer Service Managers - FLYabroad

飞出国论坛综合 ANZSCO
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ANZSCO 1492 呼叫中心和客服经理 Call or Contact Centre and Customer Service Managers - FLYabroad

呼叫中心和客服经理 Call or Contact Centre and Customer Service Managersorganise and control the operations of call or contact centres, review customer services, and maintain sound customer relations.

ANZSCO 1492 呼叫中心和客服经理技能要求 Indicative Skill Level - FLYabroad

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学历。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.

ANZSCO 1492 呼叫中心和客服经理主要职责 Tasks Include - FLYabroad

  • 制定和审核涉及到客户关系、商品和服务的相关的政策、程序和规程。developing and reviewing policies, programs and procedures concerning customer relations and goods and services provided
  • 保证呼叫中心运营效率 ensuring operational efficiency within a call centre
  • 为小组成员提供指导和反馈 ，协助招聘 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
  • 规划和实现售后服务，跟踪客户满意度，保证已购买商品的性能，改正和提高提供的服务 planning and implementing after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
  • 与其它的组织单元、服务代理和客户保持联络，识别和回应客户预期 liaising with other organisational units, service agents and customers to identify and respond to customer expectations
  • 可能在呼叫中心工作 may work in a call centre

ANZSCO 1492 呼叫中心和客服经理职位列表 List of occupations - FLYabroad

149211 呼叫和联络中心经理 Call or Contact Centre Manager

  • 组织和控制呼叫中心和控制中心的运营。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.
  • Skill Level: 2

149212 Customer Service Manager

  • 可替代职位 Alternative Titles:
  • 客户服务经理Client Service Manager
  • 服务经理 Service Manager
  • 计划、管理和审核客户服务和售后服务，维护客户关系。Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations.
  • Skill Level: 2

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2
  • 到2019年11月，电话、呼叫中心和客户服务经理的职位空缺预计会处于平均水平（10001-25000之间）。职位空缺包括就业增长和人员流动（人员流动指的是工人的换岗或者离职）。
  • 在过去5年中，此职业的就业量有些微的降低，长期来看（10年）有些微的上升。预计到2019年11月，电话、呼叫中心和客户服务经理职业的就业将会保持相对稳定的状态。
  • 这是一个需求量非常大的职业（2014年11月的需求量为35600个），表明在大部分地区都会有就业机会。
  • 电话、呼叫中心和客户服务经理职位全职工作的比例非常高（为88.7%）。对于全职工作的电话、呼叫中心和客户服务经理，每周平均工作41.2小时（所有职位的平均小时为40.9），收入高于平均水平-在第7档。电话、呼叫中心和客户服务经理职业的失业率低于平均水平。
  • 电话、呼叫中心和客户服务经理职业的最常见的教育水平为12年级（35.1%）。
  • 电话、呼叫中心和客户服务经理主要受雇于其他服务、零售贸易和金融和保险服务。
  • Over the five years to November 2019, the number of job openings for Call, Contact Centre & Customer Service Managers is expected to be average (between 10,001 and 25,000). Job openings count both employment growth and turnover (defined as workers leaving their occupation for other employment or leaving the workforce). Further information about job openings and projected employment growth is available on the Help page.
  • Employment for this occupation fell slightly in the past five years and rose slightly in the long-term (ten years). Looking forward, employment for Call, Contact Centre & Customer Service Managers to November 2019 is expected to remain relatively steady.
  • This is a large occupation (35,600 in November 2014) suggesting that opportunities should be available in many (but not all) regions.
  • Call, Contact Centre & Customer Service Managers have a high proportion of full-time jobs (88.7 per cent). For Call, Contact Centre & Customer Service Managers working full-time, average weekly hours are 41.2 (compared to 40.9 for all occupations) and earnings are above average - in the seventh decile. Unemployment for Call, Contact Centre & Customer Service Managers is below average.
  • The most common level of educational attainment for Call, Contact Centre & Customer Service Managers is Year 12 (35.1 per cent).
  • Call, Contact Centre & Customer Service Managers are mainly employed in Other Services, Retail Trade and Financial and Insurance Services.

Key Indicators

Key Indicators graph - see table below for a summary

These data show 9 key indicators for this occupation - employment size, full-time share of employment, earnings, unemployment, historical employment growth (long-term, medium term and short-term), future employment growth, mix of industries and job openings. Estimates have been rounded and consequently some discrepancies may occur between sums of the component items and totals.

1492 Job Prospects

1492 职业统计数据 Statistics

  • 周薪（税前）Weekly Earnings (before tax)

周薪（税前）Weekly Earnings (before tax)

  • 就业水平 Employment Level (thousands)

就业水平 Employment Level (thousands)

  • 增长比例 Recent Job Growth (per cent)

增长比例 Recent Job Growth (per cent)

  • 按性别计算就业增长 Employment Growth by Gender (thousands)

按性别计算就业增长 Employment Growth by Gender (thousands)

  • 性别比例 Gender (per cent share)

性别比例 Gender (per cent share)

  • 周工作小时数 Weekly Hours Worked

周工作小时数 Weekly Hours Worked

  • 年龄 Age Profile (per cent share)

年龄 Age Profile (per cent share)

  • 各州就业比例 Employment by State and Territory (per cent share)

各州就业比例 Employment by State and Territory (per cent share)

  • 所在行业 Main Employing Industries (per cent share)

所在行业 Main Employing Industries (per cent share)

  • 教育程度 Educational Attainment (per cent of employment)

教育程度 Educational Attainment (per cent of employment)

1492 职业找工作信息

数据来源： abs.gov.au 及 joboutlook.gov.au

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