Could you become a Call or Contact Centre Manager?
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Demand steady
What this job is
A Call or Contact Centre Manager oversees the daily operations of inbound or outbound contact centre teams in Australian organisations such as banks, utilities, telecommunications, or government agencies. They manage staff scheduling, quality assurance, performance metrics, and customer service standards while ensuring compliance with relevant regulations such as the Telecommunications Industry Ombudsman scheme and privacy legislation. The role involves monitoring call-handling times, abandonment rates, and customer satisfaction scores, and implementing process improvements to meet service level agreements.
Pay
A$2,206 a week
This is the median for full-time employees who are not managers and are paid at the adult rate, before tax and salary sacrifice. It is a guide to what the work pays, not a wage rate.
Source: ABS Survey of Employee Earnings and Hours, May 2025, customised report.
What this role asks for
- Complaint Handlingcore
- CRM System Managementcore
- Escalation Managementcore
- Feedback Collection and Actioningcore
- Goal Setting and Planningcore
- Multichannel Customer Supportcore
- Process Improvement Identificationcore
- Quality Assurance Monitoringcore
- Reporting and Analyticscore
- SLA and KPI Adherencecore
- Stakeholder Communicationcore
- Team Collaborationcore
- Workflow Queue Managementcore
- Workforce Management Software (e.g., NICE WFM, Verint)core
- Conflict De-escalation
- Negotiation
- Net Promoter Score (NPS) Analysis
- Onboarding Support
- Policy and Procedure Adherence
- Power BI Reporting and Dashboards
- Process Documentation
- Regulatory and Legislative Awareness
- Report Writing
- Risk Identification
- Verbal Communication