Call Centre or Contact Centre Managers
Call Centre or Contact Centre Managers organise and control the operations of call or contact centres. They may work in call centres.
Develops and reviews policies, programs and procedures concerning customer relations and goods and services provided.
Ensures operational efficiency within a call centre.
Provides direction and feedback to team members and assists with recruitment.
Manages, motivates and develops staff providing customer services.
Plans and implements after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided.
Liaises with other organisational units, service agents and customers to identify and respond to customer expectations.
May work in a call centre.
Vocational Education and Training (VET)
Informal or on-the-job
The NSC produces employment projections to show where likely future job opportunities may be. Employment projections data are only produced for occupations at the broad four digit Australian and New Zealand Standard Classification of Occupations (ANZSCO) level. While data are not available for this occupation, projections data are available for the parent occupation, Call, Contact Centre & Customer Service Managers, under the outlook section.
Earnings and hours
Around 94% of people employed as Call Centre or Contact Centre Managers work full-time hours, in all their jobs combined. This is 28 percentage points above the all jobs average (66%).
Full-time workers work an average of 44 hours per week in their main job. This is the same as the all jobs average.
Sources:Full-time share and full-time hours: ABS, 2016 Census, customised report. Compared to the all jobs average.
Employment across Australia
Employment by State and Territory (% Share)
|State||Call Centre or Contact Centre Managers||All Jobs Average|
Around 73% of Call Centre or Contact Centre Managers live in capital cities, compared with the all jobs average of 62%.
New South Wales has a large share of employment relative to its population size.
The regions with the largest share of workers are:
Source: Based on ABS Census 2016, Customised Report. Share of workers across Australian states, territories and regions, in this job compared to the all jobs average.
Age and gender
The median age of Call Centre or Contact Centre Managers is 40 years. This is the same as the all jobs average.
A large share of workers are aged 35 to 44 years.
Females make up 43% of the workforce. This is 5 percentage points below the all jobs average of 48%.
Source: Based on ABS Census 2016, Customised Report. Age profile and gender share compared to the all jobs average.
Age Profile (% Share)
|Age Bracket||Call Centre or Contact Centre Managers||All Jobs Average|
|65 and Over||1.6||4.2|
Source: Based on ABS Census 2016, Customised Report. Age profile of workers in this job compared to the all jobs average.
Education, training and experience
Call centre or customer service experience is usually needed to work as a Call Centre or Contact Centre Manager. Some workers have formal qualifications. Vocational Education and Training (VET) and university are both common study pathways.
- Course Seeker to search and compare higher education courses.
- ComparED to compare undergraduate and postgraduate student experiences and outcomes.
- My Skills to compare Vocational Education and Training (VET) courses, providers and student outcomes.
- AAPathways website to explore Retail Services VET training pathways.
Highest Level of Education (% Share)
|Type of Qualification||Call Centre or Contact Centre Managers||All Jobs Average|
|Post Graduate/Graduate Diploma or Graduate Certificate||6.5||10.1|
|Year 10 and below||7.7||12.5|
Source: ABS Census 2016, Customised Report. Highest qualification completed by workers in this job (in any field of study). Qualifications needed by new workers might be different from the qualifications of workers already in the job.
Skills and Knowledge
Employers look for Call, Contact Centre & Customer Service Managers who provide good customer service, can communicate clearly and have strong people skills.
Skills can be improved through training or experience.
Listening to others, not interrupting, and asking good questions.
Talking to others.
Looking for ways to help people.
Reading work related information.
Thinking about the pros and cons of different ways to solve a problem.
43%Complex problem solving
Noticing a problem and figuring out the best way to solve it.
43%Coordination with others
Being adaptable and coordinating work with other people.
Keeping track of how well work is progressing so you can make changes or improvements.
Talking people into changing their minds or their behaviour.
Understanding why people react the way they do.
Writing things for co-workers or customers.
Being able to use what you have learnt to solve problems now and again in the future.
41%Judgment and decision making
Figuring out the pros and cons of different options and choosing the best one.
Bringing people together and trying to sort out their differences.
Figuring out the best way to teach or learn something new.
Managing your own and other peoples' time to get work done.
Teaching people how to do something.
Figuring out how a system should work and how changes in conditions, operations, and the environment will affect it.
29%Management of personnel resources
Motivating, developing, and directing people as they work, and choosing the best people for the job.
Measuring how well a system is working and how to improve it.
These are important topics, subjects or knowledge areas.
75%Customer and personal service
Understanding customer needs, providing good quality service, and measuring customer satisfaction.
57%Computers and electronics
Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Word processing, managing files and records, stenography and transcription, designing forms, and other office work.
English language including the meaning and spelling of words, rules of composition, and grammar.
Arithmetic, algebra, geometry, calculus, or statistics.
38%Communications and media
Media production, communication, and dissemination. Includes written, spoken, and visual media.
34%Economics and accounting
Economics and accounting, the financial markets, banking and checking and reporting of financial data.
31%Sales and marketing
Showing, promoting, and selling including marketing strategy, product demonstration, sales techniques, and sales control systems.
29%Administration and management
Business principles involved in strategic planning, leadership, and coordinating people and resources.
Transmission, broadcasting, switching, control, and operation of telecommunications systems.
23%Education and training
Curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
Describing land, sea, and air, including their physical characteristics, locations, how they work together, and the location of plant, animal, and human life.
Foreign (non-English) language including the meaning and spelling of words, rules of composition and grammar, and pronunciation.
15%Production and processing
Raw materials, production processes, quality control, costs, and ways of making and distributing goods.
15%Law and government
How our laws and courts work. Government rules and regulations, and the political system.
13%Sociology and anthropology
Group behaviour and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins.
13%Personnel and human resources
Recruiting and training people, managing pay and other entitlements (like sick leave), and negotiating pay and conditions.
Moving people or goods by air, rail, sea, or road.
11%Public safety and security
Use of equipment, rules and ideas to protect people, data, property, and institutions.
Human behaviour; differences in ability, personality, and interests; learning and motivation; research methods; assessing and treating disorders.
Workers use these physical and mental abilities..
Listen to and understand what people say.
Communicate by speaking.
Read and understand written information.
Speak clearly so others can understand you.
Identify and understand the speech of another person.
See details that are up-close (within a few feet).
Write in a way that people can understand.
Notice when something is wrong or is likely to go wrong, even if you can't solve the problem.
Use general rules to find answers or solve problems logically.
Come up with different ways of grouping things.
Use lots of detailed information to come up with answers or make general rules.
43%Sorting or ordering
Order or arrange things in a pattern or sequence (e.g., numbers, letters, words, pictures, mathematical operations).
Come up with a number of ideas about a topic, even if the ideas aren't very good.
39%Flexibility of closure
See a pattern (a figure, object, word, or sound) hidden in other distracting material.
Come up with unusual or clever ideas, or creative ways to solve a problem.
Pay attention to something without being distracted.
See details that are far away.
Put together small parts with your fingers.
Choose the right maths method or formula to solve a problem.
Remember things like words, numbers, pictures, and procedures.
These are kinds of activities workers regularly do in this job.
73%Building good relationships
Building good working relationships and keeping them over time.
67%Keeping your knowledge up-to-date
Keeping up-to-date with technology and new ideas.
67%Planning and prioritising work
Deciding on goals and putting together a detailed plan to get the work done.
63%Making decisions and solving problems
Using information to work out the best solution and solve problems.
62%Collecting and organising information
Compiling, coding, categorizing, calculating, tabulating, auditing, or checking information or data.
59%Communicating within a team
Giving information to co-workers by telephone, in writing, or in person.
57%Negotiating and resolving conflicts
Handling complaints and disagreements, and negotiating with people.
55%Researching and investigating
Looking for, getting and understanding different kinds of information.
52%Looking for changes over time
Comparing objects, actions, or events. Looking for differences between them or changes over time.
51%Communicating with the public
Giving information to the public, business or government by telephone, in writing, or in person.
Using your own ideas for developing, designing, or creating something new.
50%Working with computers
Using computers to program, write software, set up functions, enter data, or process information.
48%Explaining things to people
Helping people to understand and use information.
48%Working with the public
Greeting or serving customers, clients or guests, and public speaking or performing.
48%Coaching and developing others
Working out the needs of others and coaching, mentoring, or helping them to improve.
47%Making sense of information and ideas
Looking at, working with, and understanding data or information.
47%Assessing and evaluating things
Working out the value, importance, or quality of things, services or people.
45%Monitoring people, processes and things
Checking objects, actions, or events, and keeping an eye out for problems.
43%Providing office support
Doing day-to-day office work such as filing and processing paperwork.
42%Documenting or recording information
Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
Interests and demands
Learn about the daily activities, and physical and social demands faced by workers. Explore the values and work styles that workers rate as most important.
Interests are the style or type of work we prefer to do. All interest areas are shown below.
Starting up and carrying out projects. Leading people and making many decisions. Sometimes require risk taking and often deal with business.
Following set procedures and routines. Working with numbers and details more than with ideas, usually following rules.
Working with people. Helping or providing service to others.
Practical, hands-on work. Often with plants and animals, or materials like wood, tools, and machinery.
Ideas and thinking. Searching for facts and figuring out problems in your head.
Working with forms, designs and patterns. Often need self-expression and can be done without following rules.
Serve and work with others. Workers usually get along well with each other, do things to help other people, and are rarely pressured to do things that go against their sense of right and wrong.
Supportive management that stands behind employees. Workers are treated fairly by their company, they are supported by management, and have supervisors who train them well.
Work alone and make decisions. Workers are able to try out their own ideas, make decisions on their own, and work with little or no supervision.
Results oriented. Workers are able to use their strongest abilities, giving them a feeling of accomplishment.
Advancement and the potential to lead. Workers are recognised for the work that they do, they may give directions and instructions to others, and they are looked up to in their company and their community.
Job security and good working conditions. There is usually a steady flow of interesting work, and the pay and conditions are generally good.
Talk on the telephone.
97%Contact with people
Have contact with people by telephone, face-to-face, or any other way.
Use electronic mail.
Talk with people face-to-face.
88%Being exact or accurate
Be very exact or highly accurate.
87%Indoors, heat controlled
Work indoors with access to heating or cooling.
86%Repeating same tasks
Repeat the same tasks or activities (e.g., key entry) over and over, without stopping.
86%Spend time sitting
Spend time sitting at work.
Work to strict deadlines.
82%Letters and memos
Write letters and memos.
Have freedom to decide on tasks, priorities, and goals.
81%Contact with the public
Work with customers or the public.
79%Frequent decision making
Frequently make decisions that impact other people.
Work with people in a group or team.
69%Impact of decisions
Make decisions that have a large impact on other people.
68%Freedom to make decisions
Have freedom to make decision on your own.
68%Making repetitive motions
Spend time making repetitive motions.
67%Angry or unpleasant people
Deal with unpleasant, angry, or rude people.
66%Physically close to people
Work physically close to other people.
Compete with others, or be aware of competitive pressures.
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
The skills and importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 43-4051.00 - Customer Service Representatives.