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.

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.

Tasks

  • 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

Job Titles

  • Call or Contact Centre Manager
  • Customer or Client Service Manager
  • Call or Contact Centre Manager

    Organises and controls the operations of a call or contact centre. May work in a call centre.

  • Customer or Client Service Manager

    Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations.

Fast Facts

  • Avg. Weekly Pay

    $1,274 Before Tax
  • Future Growth

    strong
  • Skill Level

    Associate Degree or Diploma
  • Employment Size

    37,000
  • Unemployment

    below average
  • Male Share

    54.4%
  • Female Share

    45.6%
  • Full-Time Share

    92.4%

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This is a large occupation employing 37,000 workers. Over the past 5 years the number of jobs has grown.
Strong growth is expected in the future. New jobs and turnover from workers leaving may create between 25,001 and 50,000 job openings over the 5 years to 2020.

  • Call, Contact Centre & Customer Service Managers work in most parts of Australia.
  • They work in many industries. Some of the main industries are: Retail Trade; Professional, Scientific and Technical Services; and Other Services.
  • Almost all work full-time. Full-time workers, on average, work 39.8 hours per week (compared to the all jobs average of 40 hours).
  • Average earnings for full-time workers are around $1,274 per week (similar to the all jobs average of $1,230). Earnings tend to be lower when starting out and higher as experience grows.
  • The average age is 39 years (compared to the all jobs average of 40 years).
  • Around 5 in 10 workers are male.
  • In 2016, the unemployment rate was below average.

Employment Outlook

Number of Workers

Source: ABS Labour Force Survey, Department of Employment trend data to November 2015 and Department of Employment projections to 2020.
YearNumber of Workers
200534500
200638500
200738200
200840200
200942300
201035500
201138500
201232900
201337800
201432800
201537000
202041700

Weekly Earnings

Full-time Earnings

All Jobs Average

Weekly Earnings (before tax)

Source: Based on ABS Characteristics of Employment survey, August 2015, Cat. No. 6333.0, Customised Report. Median earnings are before tax and do not include superannuation. Earnings can vary greatly depending on the skills and experience of the worker and the demands of the role. These figures should be used as a guide only, not to determine a wage rate.
EarningsCall, Contact Centre and Customer Service ManagersAll Jobs Average
Full-Time Earnings12741230

Hours

Weekly Hours Worked

Source: Based on ABS Labour Force Survey, annual average 2016, Cat. No. 6291.0.55.003: Customised Report. Hours actually worked by people who usually work full-time, and share of employment by full-time and part-time status, for this job compared to the all jobs average.
CategoryCall, Contact Centre and Customer Service ManagersAll Jobs Average
Full-time92.468.4
Part-time7.631.6
Average Weekly Hours (full-time)39.840.0

Main Industries

Top Industries

Main Employing Industries (% share)

Source: Based on ABS Labour Force Survey, annual average 2016, Cat. No. 6291.0.55.003: Customised Report. Industries are based on the Australian and New Zealand Standard Industrial Classification (ANZSIC 06).
Main Employing IndustriesIndustry (% share)
Retail Trade12.4
Professional, Scientific and Technical Services11.1
Other Services9.7
Financial and Insurance Services7.7
Other Industries59.1

States and Territories

  • NSW

  • VIC

  • QLD

  • SA

  • TAS

  • NT

  • ACT

Employment by State and Territory (% share)

Source: Based on ABS Labour Force Survey, annual average 2016, Cat. No. 6291.0.55.003: Customised Report. Share of workers across Australian States and Territories, in this job compared to the all jobs average.
StateCall, Contact Centre and Customer Service ManagersAll Jobs Average
NSW36.631.8
VIC26.425.5
QLD21.219.8
SA4.46.8
WA7.811.2
TAS1.92.0
NT0.91.1
ACT0.81.8

Age Profile

Age Profile (% share)

Source: Based on ABS Labour Force Survey, annual average 2016, Cat. No. 6291.0.55.003: Customised Report. Age profile of workers in this job compared to the all jobs average.
Age BracketCall, Contact Centre and Customer Service ManagersAll Jobs AverageAll Jobs Average
15-190.4-5.45.4
20-247.9-9.99.9
25-3428.7-23.423.4
35-4424.3-21.721.7
45-5426.2-21.121.1
55-595.2-8.78.7
60-645.8-5.95.9
65 and Over1.5-3.83.8

Gender

Male Share

Female Share

Gender (% share)

Source: Based on ABS Labour Force Survey, annual average 2016, Cat. No. 6291.0.55.003: Customised Report. Male and female share of employment in this job compared to the all jobs average.
CategoryCall, Contact Centre and Customer Service ManagersCategoryAll Jobs Average
Males54.4Males53.6
Females45.6Females46.4

Education Level

Top Education Levels

Highest Level of Education (% share)

Source: ABS, Education and Work (2016). Findings based on use of ABS TableBuilder data. Highest qualification completed by workers in this job (in any field of study). Skill level requirements can change over time, the qualifications needed by new workers might be different from the qualifications of workers already in the job.
Type of QualificationCall, Contact Centre and Customer Service ManagersAll Jobs AverageAll Jobs Average
Post Graduate/Graduate Diploma or Graduate Certificate4.0-8.68.6
Bachelor degree19.7-17.917.9
Advanced Diploma/Diploma24.8-10.110.1
Certificate III/IV20.8-18.918.9
Year 1217.9-18.718.7
Years 11 & 1012.8-17.717.7
Below Year 100.0-8.18.1

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.

Knowledge

The topics, subjects, or knowledge areas workers rate as most important are shown below.

  1. Customer and Personal Service

    89% Important

    Customer and personal services. This includes understanding customer needs, providing good quality service, and measuring customer satisfaction.

  2. English Language

    72% Important

    English language including the meaning and spelling of words, rules of composition, and grammar.

  3. Clerical

    70% Important

    Word processing, managing files and records, stenography and transcription, designing forms, and other office work.

  4. Computers and Electronics

    66% Important

    Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

  5. Mathematics

    56% Important

    Arithmetic, algebra, geometry, calculus, or statistics.

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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.

Activities

The work activities workers rate as most important are shown below.

  1. Getting Information

    87% Important

    Looking for, getting and understanding different kinds of information.

  2. Interacting With Computers

    85% Important

    Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.

  3. Communicating with Persons Outside Organization

    84% Important

    Communicating with customers, the public, government, and others in person, in writing, or by telephone or e-mail.

  4. Communicating with Supervisors, Peers, or Staff

    84% Important

    Giving information to supervisors, co-workers, and staff by telephone, in written form, e-mail, or in person.

  5. Building Good Relationships

    82% Important

    Building and keeping constructive and cooperative working relationships with others.

Occupational Information Network Customer Service Representatives Opens in a new window
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration. The information on this site is derived from the US Department of Labor O*NET Database Version 21.2

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