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.

    You can work as a Call, Contact Centre or Customer Service Manager without formal qualifications, however, they may be useful. Call centre or customer service experience is generally needed. VET (Vocational Education and Training) and university are both common study pathways for Call, Contact Centre & Customer Service Managers.

    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

    More about Call, Contact Centre & Customer Service Managers

    All Call, Contact Centre & Customer Service Managers

    All Call, Contact Centre & Customer Service Managers

    • $1,756 Weekly Pay
    • Stable Future Growth
    • Lower unemployment Unemployment
    • 33,800 workers Employment Size
    • High skill Skill level rating
    • 90% Full-Time Full-Time Share
    • 44 hours Average full-time
    • 41 years Average age
    • 44% female Gender Share

    The number of people working as Call, Contact Centre & Customer Service Managers (in their main job) 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 2018.
    • Location: Call, Contact Centre & Customer Service Managers work in many regions of Australia.
    • Industries: They work in many industries such as Retail Trade; Financial and Insurance Services; and Other Services.
    • Earnings: Full-time workers on an adult wage earn around $1,756 per week (very high compared to the average of $1,460). Earnings tend to be lower when starting out and higher as experience grows.
    • Full-time: Most work full-time (90%, much higher than the average of 66%).
    • Hours: Full-time workers spend around 44 hours per week at work (compared to the average of 44 hours).
    • Age: The average age is 41 years (compared to the average of 40 years).
    • Gender: 44% of workers are female (compared to the average of 48%).

    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 Survey of Employee Earnings and Hours (cat. no. 6306.0), May 2018, Customised Report. Median weekly total cash earnings for full-time non-managerial employees paid at the adult rate. Earnings are before tax and include amounts salary sacrificed. 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 Earnings17561460

    Main Industries

    Main Employing Industries (% Share)

    Source: Based on ABS Census 2016, Customised Report. Industries are based on the Australian and New Zealand Standard Industrial Classification (ANZSIC 06).
    Main Employing IndustriesIndustry (% share)
    Retail Trade13.0
    Financial and Insurance Services10.0
    Other Services9.7
    Professional, Scientific and Technical Services8.6
    Other Industries58.7

    States and Territories

    • NSW

    • VIC

    • QLD

    • SA

    • TAS

    • NT

    • ACT

    Employment by State and Territory (% Share)

    Source: Based on ABS Census 2016, 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
    NSW36.031.6
    VIC26.325.6
    QLD18.420.0
    SA5.77.0
    WA9.410.8
    TAS1.52.0
    NT0.81.0
    ACT1.81.9

    Age Profile

    Age Profile (% Share)

    Source: Based on ABS Census 2016, 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
    15-190.4-5.05.0
    20-244.2-9.39.3
    25-3426.3-22.922.9
    35-4429.0-22.022.0
    45-5425.1-21.621.6
    55-598.4-9.09.0
    60-644.6-6.06.0
    65 and Over2.0-4.24.2

    Education Level

    Highest Level of Education (% Share)

    Source: ABS Census 2016, Customised Report. Highest qualification completed by workers in this job (in any field of study). 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 Certificate9.1-10.110.1
    Bachelor degree19.6-21.821.8
    Advanced Diploma/Diploma17.4-11.611.6
    Certificate III/IV25.6-21.121.1
    Year 1217.8-18.118.1
    Year 113.6-4.84.8
    Year 10 and below6.9-12.512.5

    You can work as a Call, Contact Centre or Customer Service Manager without formal qualifications, however, they may be useful. Call centre or customer service experience is generally needed. VET (Vocational Education and Training) and university are both common study pathways for Call, Contact Centre & Customer Service Managers.

    Thinking about study or training?

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

    • Search and compare thousands of higher education courses, and their entry requirements from different institutions across Australia at Course Seeker website.
    • 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.

    Or check out related courses on Job Outlook.

    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.

    Filter Skills & Knowledge

    Knowledge

    These are important topics, subjects or knowledge areas.

    1. Customer and personal service

      75% Skill level

      Understanding customer needs, providing good quality service, and measuring customer satisfaction.

    2. Computers and electronics

      57% Skill level

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

    3. Clerical

      57% Skill level

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

    4. English language

      53% Skill level

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

    5. Mathematics

      42% Skill level

      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 skills and 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.

    Filter Work Environment

    Demands

    The physical and social demands workers face most often are shown below.

    1. Telephone

      100% Important

      Talk on the telephone.

    2. Contact with people

      97% Important

      Have contact with people by telephone, face-to-face, or any other way.

    3. Electronic mail

      90% Important

      Use electronic mail.

    4. Face-to-face discussions

      89% Important

      Talk with people face-to-face.

    5. Being exact or accurate

      88% Important

      Be very exact or highly accurate.

    Occupational Information Network
    O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
    The skills and 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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