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

  • $1,274 Weekly Pay
  • 33,800 workers Employment Size
  • Stable Future Growth
  • High skill Skill level rating
  • Lower unemployment Unemployment
  • 91.7% Full-Time Full-Time Share
  • 41.6 hours Average full-time
  • 42.5 years Average age
  • 35.9% female Gender Share

The number of Call, Contact Centre & Customer Service Managers fell over the past 5 years and is expected to stay about the same over the next 5 years:
from 33,800 in 2018 to 33,400 by 2023.
Job openings can come from new jobs being created, but most come from turnover (workers leaving).
There are likely to be around 19,000 job openings over 5 years (that's about 3,800 a year).

  • Size: This is a large occupation.
  • Unemployment: Unemployment was below average in 2017.
  • Location: Call, Contact Centre & Customer Service Managers work in most regions of Australia.
  • Industries: They work in many industries such as Professional, Scientific and Technical Services; Retail Trade; and Other Services.
  • Earnings: Full-time workers earn 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.
  • Full-time: Most work full-time (91.7%, much higher than the all jobs average of 68.4%) showing part-time work may be hard to find.
  • Hours: Full-time workers spend around 41.6 hours per week at work (compared to the all jobs average of 40.0 hours).
  • Age: The average age is 43 years (compared to the all jobs average of 40 years).
  • Gender: 35.9% of workers are female (compared to the all jobs average of 46.7%).

Employment Outlook

Number of Workers

Source: ABS Labour Force Survey, Department of Jobs and Small Business trend data to May 2018 and Department of Jobs and Small Business projections to 2023.
YearNumber of Workers
200837600
200941900
201039800
201139600
201233600
201336500
201431600
201537200
201638800
201737300
201833800
202333400

Weekly Earnings

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

Main Industries

Main Employing Industries (% Share)

Source: Based on ABS Labour Force Survey, annual average 2017, 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)
Professional, Scientific and Technical Services12.3
Retail Trade11.6
Other Services11.4
Accommodation and Food Services8.9
Other Industries55.8

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 2017, 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
NSW35.331.6
VIC24.826.2
QLD23.519.7
SA5.16.7
WA8.410.8
TAS1.12.0
NT0.61.1
ACT1.21.8

Age Profile

Age Profile (% Share)

Source: Based on ABS Labour Force Survey, annual average 2017, 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
15-190.6-5.25.2
20-243.1-9.99.9
25-3426.1-23.623.6
35-4425.2-21.721.7
45-5427.6-20.820.8
55-5911.0-8.88.8
60-645.0-6.06.0
65 and Over1.4-4.04.0

Education Level

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 Certificate4-8.68.6
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 100-8.18.1

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.

Before starting a course, check it will provide you with the skills and qualifications you need.

  • Compare undergraduate and postgraduate student experiences and outcomes on the QILT website.
  • Compare Vocational Education and Training (VET) courses, providers and student outcomes on the My Skills website.
  • You might be interested in Retail Services VET training pathways on the AAPathways website.

The course listings on this page are provided by Good Education Group.

Employers look for Call, Contact Centre & Customer Service Managers who provide good customer service, can communicate clearly and have strong people skills.

Knowledge

These are important topics, subjects or knowledge areas.

  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.

Occupational Information Network
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.

Activities

These are kinds of activities workers regularly do in this job.

  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
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.

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