URGENT NOC Advice: Does "Senior Agent" qualify for TEER 2 (62023) if I didn't schedule shifts?

[Teddy_Shmosby]

Hi everyone, I need a blunt assessment of how strict IRCC is with the "supervise and coordinate" lead statement for Customer Service Supervisors (NOC 62023 - TEER 2). Am I stuck in TEER 4?

• Job Title: Senior Agent (Contact Center)

My dilemma: My duties heavily outgrew a standard TEER 4 agent (NOC 64409), but I lacked the formal HR authority usually associated with TEER 2 (NOC 62023).

The Duties I performed:

• Designed training schedules, modules, and systems for the floor.
• Created and updated operational policies and procedures.
• Conducted weekly Quality Assurance reviews and ran official calibration sessions.
• Handled high-level, complex escalations and provided floor support to junior agents.

The Duties I DID NOT perform:

• I did not assign daily work or manage queues.
• I did not establish or manage employee shift schedules.
• I did not have formal HR disciplinary authority.
  

 

[Naturgrl]

These are the job duties. You decide if your job responsibilities match the NOC. A supervisor manages people.​

• Customer service representatives supervisors (except financial services)​

• • Supervise, coordinate, assign, and review the work of clerks and agents engaged in conducting surveys and interviews, collecting and compiling statistics, providing information and customer service, and writing correspondence including emails and preparing materials
  • Establish work schedules and procedures
  • Coordinate activities with other units and departments
  • Prepare and submit progress reports and other documentation
  • Identify training needs and train workers in job duties and company policies
  • Ensure the smooth operation of computer systems and equipment and arrange for maintenance and repair work
  • May perform the same duties as workers supervised.

 

[Teddy_Shmosby]

That is my dilemma, I did not assign or coordinate work, I supervised and reviewed agent work.

I'm not exactly sure if it fits this particular NOC

 

[Naturgrl]

That is my dilemma, I did not assign or coordinate work, I supervised and reviewed agent work.

I'm not exactly sure if it fits this particular NOC

I don't think you are a supervisor then. Ask an immigration professional.