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Career pathway

Call, Contact Centre and Customer Service Managers

ANZSCO 1492

Employed

38,500

Part-time share

8%

Female share

43%

Median weekly earnings

$2,206

Median age

42 yrs

Employment outlook

Declining

Source: Jobs and Skills Australia · ABS 2021 Census of Population and Housing.

About this career

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.

What they typically do

  • 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

States and territories

Share of workers by location

NSW
33.2%
VIC
30%
QLD
17.9%
WA
9.6%
SA
5.6%
TAS
1.5%
ACT
1.3%
NT
0.8%

Qualification pathways

These accredited qualifications can lead to a career as a Call, Contact Centre and Customer Service Managers.