ANZSCO 149211

Call Centre or Contact Centre Managers

Overview

EMPLOYED

3,800

PART-TIME SHARE

10%

FEMALE SHARE

41%

MEDIAN WEEKLY EARNINGS

N/A

MEDIAN AGE

42

ANNUAL EMPLOYMENT GROWTH

N/A

About this data

Summary

Call Centre or Contact Centre Managers organise and control the operations of call or contact centres. They may work in call centres.

Tasks

  • Develops and reviews policies, programs and procedures concerning customer relations and goods and services provided
  • Ensures operational efficiency within a call centre
  • Provides direction and feedback to team members and assists with recruitment
  • Manages, motivates and develops staff providing customer services
  • Plans and implements after-sales services to follow up customer satisfaction, ensure performance of goods purchased, and modify and improve services provided
  • Liaises 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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    Hours worked

    Source: ABS, 2021 Census of Population and Housing based on place of usual residence.
    Note: those who were classified as "Employed, away from work" at the time of the 2021 Census (accounting for approx. 8% of total employment), have been excluded from the "Average full-time hours worked per week" denominator.
    Hours worked Call Centre or Contact Centre Managers All Occupations
    Share of workers who work full-time hours 90% 64%
    Average full-time hours worked per week 43 hours 44 hours

    Industries

    Call Centre or Contact Centre Managers work in industries like:

    Source: ABS, 2021 Census of Population and Housing based on place of usual residence.
    Note: industries that comprise less than 5% of an occupation have been suppressed.

    States and territories

    New South Wales

    32.4%

    Victoria

    28.0%

    Queensland

    21.0%

    South Australia

    7.5%

    Tasmania

    1.7%

    Northern Territory

    0.6%

    Australian Capital Territory

    1.6%

    Source: ABS, 2021 Census of Population and Housing based on place of usual residence.

    Age and gender

    Age and Gender Profile
    Source: ABS, 2021 Census of Population and Housing based on place of usual residence.
    Age and Gender Call Centre or Contact Centre Managers All Occupations
    Median age 42 years 40 years
    Female share of employment 41% 49%
    Source: ABS, 2021 Census of Population and Housing based on place of usual residence.
    Age Profile (% Share) All Occupations Call Centre or Contact Centre Managers
    15–19 5.2 0.1
    20–24 9.1 3.2
    25–34 22.7 23.3
    35–44 22.3 31.7
    45–54 20.4 25.5
    55–59 8.8 9.4
    60–64 6.5 4.5
    65 and Over 4.9 2.6

    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 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.
    Note: the sum of the educational attainment categories may not add up to 100% due to the exclusion of non-descriptive categories such as not stated responses.
    Highest Level of Educational Attainment (% Share) All Occupations Call Centre or Contact Centre Managers
    Post Graduate/Graduate Diploma or Graduate Certificate 12.2 6.5
    Bachelor degree 23.2 16.8
    Advanced Diploma/Diploma 11.1 16.8
    Certificate III/IV 19.5 26.3
    Year 12 15.9 20.0
    Year 11 4.0 3.3
    Year 10 and below 9.7 6.3
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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.