ANZSCO 1492

Call, Contact Centre and Customer Service Managers

Overview

EMPLOYED

42,800

PART-TIME SHARE

7%

FEMALE SHARE

45%

MEDIAN WEEKLY EARNINGS

$1,888

MEDIAN AGE

43

ANNUAL EMPLOYMENT GROWTH

900

About this data

Summary

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.

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

ANZSCO Classification

Details

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    Earnings and Hours

    Weekly Earnings (Before Tax)
    Source: Share of workers who work full-time hours: ABS, Labour Force Survey, 2023, four-quarter average, customised report.
    Average full-time hours worked per week: ABS, 2021 Census of Population and Housing based on place of usual residence.
    Median full-time earnings per week and Median hourly earnings: ABS, Survey of Employee Earnings and Hours, May 2023, customised report.
    Note: median earnings data have not been produced for some occupations where there is a high standard error, and are published with "N/A" values.
    Earnings and Hours Call, Contact Centre and Customer Service Managers All Occupations
    Share of workers who work full-time hours 93% 70%
    Average full-time hours worked per week 43 hours 44 hours
    Median full-time earnings per week $1,888 $1,697
    Median hourly earnings $50 $43

    Industries

    Call, Contact Centre and Customer Service Managers work in industries like:

    Source: Ranked using ABS, Labour Force Survey, 2023, four-quarter average data, custom report.
    Note: industries that comprise less than 5% of an occupation have been suppressed.

    States and territories

    New South Wales

    31.4%

    Victoria

    28.4%

    Queensland

    21.7%

    South Australia

    4.9%

    Tasmania

    1.3%

    Northern Territory

    1.1%

    Australian Capital Territory

    1.5%

    Source: ABS Labour Force Survey, Detailed, August 2024, Jobs and Skills Australia trend data.

    Age and gender

    Age and Gender Profile
    Source: ABS, Labour Force Survey, 2023, four-quarter average, customised report.
    Age and Gender Call, Contact Centre and Customer Service Managers All Occupations
    Median age 43 years 39 years
    Female share of employment 45% 48%
    Source: ABS, 2021 Census of Population and Housing based on place of usual residence.
    Age Profile (% Share) All Occupations Call, Contact Centre and Customer Service Managers
    15–19 5.2 0.4
    20–24 9.1 3.6
    25–34 22.7 22.8
    35–44 22.3 30.2
    45–54 20.4 26.0
    55–59 8.8 9.2
    60–64 6.5 5.4
    65 and Over 4.9 2.5

    Education

    Visit

    • Course Seeker to search and compare higher education courses.
    • ComparED to compare undergraduate and postgraduate student experiences and outcomes.
    • Your Career to compare Vocational Education and Training (VET) courses, providers and student outcomes.
    Source: ABS, 2021 Census of Population and Housing based on place of usual residence.
    Highest Level of Educational Attainment (% Share) All Occupations Call, Contact Centre and Customer Service Managers
    Post Graduate/Graduate Diploma or Graduate Certificate 12.2 9.9
    Bachelor degree 23.2 21.6
    Advanced Diploma/Diploma 11.1 16.4
    Certificate III/IV 19.5 24.5
    Year 12 15.9 15.7
    Year 11 4.0 3.0
    Year 10 and below 9.7 5.1
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      Occupation profiles data

      This file contains data displayed on the Occupation Profile pages.

      Use of data in this file must include the relevant attribution text provided.

      Occupation profiles data - November 2024.xlsx

      occupation_profiles_data_-_november_2024.xlsx946664

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      Australian and New Zealand Standard Classification of Occupations

      Australian and New Zealand Standard Classification of Occupations (ANZSCO) is the skill-based classification system used to categorise occupations in the Australian and New Zealand labour markets. ANZSCO provides a basis for the standardised collection, analysis and dissemination of occupation data. Visit the ABS website to learn how ANZSCO works. Jobs and Skills Australia displays data for occupations that are defined by ANZSCO 2013 Version 1.3.