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Career pathway

Call Or Contact Centre Manager

ANZSCO 149211

Employed

3,800

Part-time share

10%

Female share

41%

Median age

42 yrs

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

Salary and some workforce figures are suppressed for this occupation because Jobs and Skills Australia / the ABS do not publish estimates for small populations (typically fewer than 50 employed people) or because the figures have been perturbed for privacy. They are shown as unavailable rather than zero.

About this career

Call Centre or Contact Centre Managers organise and control the operations of call or contact centres. They may work in call centres.

What they typically do

  • 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.

States and territories

Share of workers by location

NSW
32.4%
VIC
28%
QLD
21%
SA
7.5%
WA
7.2%
TAS
1.7%
ACT
1.6%
NT
0.6%

Qualification pathways

These accredited qualifications can lead to a career as a Call Or Contact Centre Manager.