Call or Contact Centre Manager
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.
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.
Are employers advertising this role?
Falling, down 9.7% over 5 years
Counted across a group of similar roles. These are three-month rolling averages of online job advertisements, not filled positions.
Source: Jobs and Skills Australia, Internet Vacancy Index.
Day-to-day
Schedule contact centre staff across shifts to meet forecast call volumes and service level agreements. Monitor real-time dashboards displaying call queue lengths, agent availability, and average handle time. Review call recordings and quality assurance reports to coach agents on compliance with scripts and regulatory requirements. Manage workforce performance against KPIs including first-contact resolution, customer satisfaction (CSAT), and net promoter score (NPS). Liaise with IT and systems teams to troubleshoot telephony infrastructure, CRM platforms, and outbound dialling systems. Conduct team briefings on product changes, policy updates, and compliance obligations including privacy, financial advice rules, and consumer protection standards. Prepare reports for senior management on staffing metrics, operational costs, absenteeism, and turnover. Respond to escalated customer complaints and disputes, particularly those referred by external bodies such as the Australian Securities and Investments Commission (ASIC) or Ombudsman schemes.
Who does this now
About 3,700 people worked in this occupation across Australia at the 2021 Census.
What this role asks for
Diploma, advanced diploma or associate degree (ABS skill level 2)
Can employers fill these jobs
Employers hiring for this occupation were generally able to find suitable applicants in 2025. This measures how hard employers found it to fill jobs. It is not a count of jobs, and it does not say whether the occupation is growing.
Requirements
The standard entry pathway requires a diploma, advanced diploma or associate degree (ABS skill level 2). Specific qualification requirements vary by employer and state. Some employers may accept equivalent experience. Check yourcareer.gov.au for available courses and dewr.gov.au/skills-reform/free-tafe for subsidised training options.
The honest hard part
The job is also relentlessly metrics-driven and stressful: you're constantly juggling real-time call queues, staff absences, and angry customers escalated from regulatory bodies. Shift work is common, and automation (AI chatbots and IVR systems) could reduce the number of agents you manage over time, which may make your role less secure long-term.
Where the jobs are
Practically speaking, most positions are in CBD office parks or suburban business parks rather than regional areas. Remote work for the manager role is uncommon because you need to oversee teams in real time. Some employers are moving centres offshore, which also affects local opportunities.
Pay
Published for ANZSCO unit group 1492, the wider group this job sits in, not for this job on its own.
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.
Skills
- 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
Which of these do you have?
Tick the ones you haveCommon questions
Sources
- ABS OSCA 2024, occupation definition and task statements
- ABS Survey of Employee Earnings and Hours, May 2025, customised report.
- ABS, 2021 Census of Population and Housing based on usual place of residence (Custom Report). OSCA Experimental Estimates.
Role data is drawn from official Australian Government sources, and each figure names where it comes from. Where a role is not in the ABS classification, the page shows no government figures for it. Data may not reflect every local variation.
What Call or Contact Centre Manager workers move into, from ten years of tax records.
Last updated: 30 October 2026
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