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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.
Organises and controls the operations of a call or contact centre. May work in a call centre.
Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations.
Earnings are for full-time workers before tax, excluding superannuation. Earnings are a guide only and can vary greatly.
Likely change in the number of jobs over the next 5 years, based on the Department of Jobs and Small Business projections.
Skill Level is the education or training usually needed to do well in this job. Relevant experience is sometimes viewed just as highly.
Employment Size is the number of people who work in this job in Australia.
An above average unemployment rate shows people who do this job are more likely to be out of work than people who do other jobs.
Full-time workers usually work 35 hours or more a week (in all their jobs combined).
This is a large occupation employing 39,500 workers. The number of workers has grown very strongly over the past 5 years. Over the next 5 years (to May 2022) the number of workers is expected to grow very strongly to 46,300. Around 32,000 job openings are likely over this time from workers leaving and new jobs being created (a large number for an occupation of this size).
A skill level equal to an Associate Degree, Advanced Diploma or Diploma, or at least 3 years of relevant experience is usually needed. Even with a qualification, experience or on-the-job training is usually needed.
If you are interested in this style of work, there are a wide range of training options available that could lead to this or a similar job. The pathway that is right for you will depend on your skills and interests.
It is a good idea to speak to industry bodies, employers, and workers to learn more about the skills and qualifications you will need.
Employers look for Call, Contact Centre & Customer Service Managers who provide good customer service, can communicate clearly and have strong people skills.
The topics, subjects, or knowledge areas workers rate as most important are shown below.
Customer and personal services. This includes understanding customer needs, providing good quality service, and measuring customer satisfaction.
English language including the meaning and spelling of words, rules of composition, and grammar.
Word processing, managing files and records, stenography and transcription, designing forms, and other office work.
Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Arithmetic, algebra, geometry, calculus, or statistics.
Skills can be improved through training or experience. The skills workers rate as most important are shown below.
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.
The physical and social abilities workers rate as the most important are shown below.
Listen to and understand what people say.
Communicate by speaking.
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).
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.The 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.
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.
The work activities workers rate as most important are shown below.
Looking for, getting and understanding different kinds of information.
Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Communicating with customers, the public, government, and others in person, in writing, or by telephone or e-mail.
Giving information to supervisors, co-workers, and staff by telephone, in written form, e-mail, or in person.
Building and keeping constructive and cooperative working relationships with others.
The physical and social demands workers face most often are shown below.
How often do you talk on the telephone?
How much do you have contact with people (face-to-face, by telephone, or any other way)?
How often do you use electronic mail?
How often do you talk with people face-to-face?
How important is being very exact or highly accurate?
Work values are important to a person’s feeling of satisfaction. All six values are shown below.
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.
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, animals, and 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.