Important: This page is an independent reference summary. Verify classification decisions against the official ABS source before using them for tax, licensing, immigration or compliance purposes.

Role overview

Call or Contact Centre Managers organise and control the operations of customer service or sales contact centres throughout Australia. These professionals oversee teams that handle inbound customer inquiries, outbound sales calls, or omnichannel customer support through various communication channels. In the Australian context, they work across diverse industries including telecommunications, financial services, utilities, and government departments, ensuring efficient service delivery while maintaining quality standards.

The role involves strategic oversight of centre operations, including workforce management, technology implementation, and process improvement. Managers in this classification typically report to senior management while coordinating with other departments to align contact centre activities with broader organisational objectives. The occupation is recognized across Australian government systems for employment data, migration assessment, and workforce planning purposes.

Key tasks in practice

Call or Contact Centre Managers perform a range of operational and strategic duties:

  • Managing teams of call centre operators, including scheduling, training, and daily supervision
  • Monitoring and evaluating performance metrics such as call handling times, customer satisfaction scores, conversion rates, and service level agreements
  • Implementing process improvements based on data analysis to enhance efficiency and customer experience
  • Developing and reviewing centre policies, programs, and operational procedures
  • Preparing reports on business activities, budgeting, and workforce planning for senior management
  • Liaising with sales teams, service providers, and external suppliers while maintaining relevant databases
  • Overseeing staff development and performance management within their teams

Skill level explanation

This occupation is classified at Skill Level 2 in the Australian OSCA system, indicating the position typically requires:

  • An AQF Associate Degree, Advanced Diploma or Diploma qualification, OR
  • At least three years of relevant experience which may substitute for formal qualifications

In practice, many Call or Contact Centre Managers advance from team leader or supervisory roles through demonstrated experience rather than formal education. The skill level reflects the combination of technical knowledge, people management capabilities, and operational expertise required to manage complex customer service environments. This classification level is used for Australian workforce statistics, migration assessments, and employment benchmarking.

Industry context

Call or Contact Centre Managers operate across multiple Australian industries, with significant employment in sectors corresponding to ANZSIC classifications:

  • 7294 - Other Administrative Services: Includes businesses providing customer contact services on behalf of other organisations
  • 6712 - Telecommunication Services: Major telecommunications companies operating customer service and technical support centres
  • 6962 - Call Centre Operation: Specialist call centre operations serving multiple industries including sales, customer service, and market research

These managers work in both dedicated contact centre facilities and distributed work environments, particularly with the growth of remote work arrangements in Australia. The occupation has evolved with technological advancements, now encompassing digital channels including email, chat, social media, and self-service platforms alongside traditional telephone communications.