Call or Contact Centre Manager – ANZSCO 149211

Call or Contact Centre Manager (ANZSCO 149211) is a skill level 2 occupation assessed by VETASSESS (Vocational Education and Training Assessment Services) for Australian skilled migration. It is on the ROL list and can be used for subclass 494.

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Quick facts

ANZSCO code: 149211
Skill level: 2 – Associate degree, advanced diploma or diploma, or at least 3 years of relevant experience.
Assessing authority: VETASSESS
Occupation lists: ROL
English test for skills assessment: Not required
ANZSCO unit group: 1492 Call or Contact Centre and Customer Service Managers

Call or Contact Centre Manager job description and duties

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

Tasks include

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

Education and skill level

Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below. In Australia: AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2) In New Zealand: NZQF Diploma (ANZSCO Skill Level 2) 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.

What the assessing authority expects: VETASSESS Group C: minimum AQF Diploma or higher. Highly relevant fields include Business Management, Customer Service Management.

Visa options for Call or Contact Centre Manager

Eligible means the occupation is on a list the visa accepts. You still need to meet every other requirement.

Subclass 189 Skilled Independent: Not eligible (via MLTSSL)
Subclass 190 Skilled Nominated: Not eligible (via MLTSSL / STSOL)
Subclass 491 Skilled Work Regional – State/Territory nominated: Not eligible (via MLTSSL / STSOL / ROL)
Subclass 491F Skilled Work Regional – Family sponsored: Not eligible (via MLTSSL)
Subclass 485 Temporary Graduate – Post-Vocational Education Work: Not eligible (via MLTSSL)
Subclass 482 Skills in Demand – Core Skills stream: Not eligible (via CSOL)
Subclass 186 Employer Nomination Scheme – Direct Entry: Not eligible (via CSOL)
Subclass 494 Skilled Employer Sponsored Regional – Employer sponsored: Eligible (via MLTSSL / STSOL / ROL)
Subclass 407 Training visa: Not eligible (via MLTSSL / STSOL / ROL)

State and territory nomination for Call or Contact Centre Manager

This occupation is not on the federal lists for the 190 or 491 visas, so no state or territory can nominate it. Employer-sponsored visas may still apply.

Skills assessment for Call or Contact Centre Manager

VETASSESS checks two things: that your qualification is at the right Australian (AQF) level and in a relevant field, and that you have enough relevant work experience at the right skill level. You need a positive result on both.

The process

Pick the right occupation: Match your duties to the occupation description and check its VETASSESS group.
Prepare documents: Qualifications, transcripts, employment references, payslips and ID as high-quality colour scans.
Apply online: Create a VETASSESS account, upload documents and pay. You can change occupation free within 10 days of payment.
Assessment: An officer reviews your file and may ask for more documents (you get 28 days to respond).
Outcome: Download your outcome letter and use it for your EOI and visa.

What you need for this occupation

Call or Contact Centre Manager is a VETASSESS Group C occupation. You need a qualification at AQF Diploma or higher level and must meet one of these pathways in full:

Pathway 1: AQF Diploma or higher in a highly relevant field + 1 year of highly relevant post-qualification employment in the last 5 years
Pathway 2: AQF Diploma or higher (not highly relevant) plus an extra highly relevant qualification at Certificate IV level or above + 1 year of highly relevant post-qualification employment in the last 5 years
Pathway 3: AQF Diploma or higher in a field that is not highly relevant + 2 years of highly relevant post-qualification employment in the last 5 years
Pathway 4: AQF Diploma or higher in any field + 4 years of employment at the right skill level, including 1 year of highly relevant employment in the last 5 years

Highly relevant fields of study include: Business Management, Customer Service Management.

Employment must be paid, 20 or more hours a week and at the right skill level. Official VETASSESS page for Call or Contact Centre Manager.

Documents checklist

Passport bio page
Degree certificates and full academic transcripts
Employment reference letters on company letterhead (duties, dates, hours, salary)
Payslips, tax or bank records for each job
CV/résumé
English translations of non-English documents

Key facts

Fee (full assessment): AUD 1,146 from outside Australia (no GST); AUD 1,260.60 in Australia
Priority processing: + AUD 863 (outside Australia) / AUD 949.30 (in Australia); about 10 business days
Outcome valid for: 3 years from the issue date
Work hours that count: 20 hours or more per week
Validity for visas: Home Affairs generally accepts an assessment for 3 years unless the letter says otherwise

English language requirement

For the VETASSESS skills assessment

No English test required. No English test is needed for the VETASSESS skills assessment. VETASSESS checks your qualification and employment; your English is tested later, for the visa.

For the visa (189, 190 and 491)

Separately, the visa needs at least Competent English. Minimum scores for tests taken on or after 7 August 2025:

IELTS (Academic or General): Listening 6.0, Reading 6.0, Writing 6.0, Speaking 6.0
PTE Academic: Listening 47, Reading 48, Writing 51, Speaking 54
TOEFL iBT: Listening 16, Reading 16, Writing 19, Speaking 19
OET: Listening 290, Reading 310, Writing 290, Speaking 330

Proficient English adds 10 points and Superior English adds 20 points in the points test.

Related occupations in unit group 1492

Customer Service Manager (149212)

Frequently asked questions

What is the ANZSCO code for Call or Contact Centre Manager?

The ANZSCO code for Call or Contact Centre Manager is 149211. It is a skill level 2 occupation.

Who assesses Call or Contact Centre Manager for Australian migration?

Call or Contact Centre Manager is assessed by VETASSESS (Vocational Education and Training Assessment Services). You need a positive skills assessment before you can apply for most skilled visas.

Which Australian visas can a Call or Contact Centre Manager apply for?

Call or Contact Centre Manager is on the ROL list, so it can be used for: 494 Skilled Employer Sponsored Regional – Employer sponsored. You must still meet every other visa requirement.

Do I need an English test for the Call or Contact Centre Manager skills assessment?

No. No English test is needed for the VETASSESS skills assessment. VETASSESS checks your qualification and employment; your English is tested later, for the visa.

Sources: Australian Bureau of Statistics ANZSCO 2022 (CC BY 4.0), Department of Home Affairs skilled occupation lists, VETASSESS and state and territory nomination pages. Checked November 2026. General information only, not migration advice. Search all ANZSCO occupations.