Call or Contact Centre Manager
What the work is
Organises and controls the operations of a call or contact centre.
Would you enjoy the work?
These are the main tasks in the official description. Mark how each one sounds to you.
- Manages teams of Call or Contact Centre Operators
- Oversees performance and development of call or contact centre team members
- Monitors and evaluates call or contact centre performance metrics, including sales rates, costs and customer service quality
- Implements improvements based on data analysis
- Reports on business activities, workforce planning and budgeting within the call or contact centre
- Liaises with sales, service and supplier agents, and maintains related databases
- Develops and reviews call or contact centre polices, programs and procedures
Try it
A simulation and a case study from this kind of work, set in a fictional contact centre for an energy retailer, with a floor of agents on headsets and a wall screen showing the queue. They are fictional.
The kind of days you could have
Good days
- The queue clears, the team cheers and a customer sends a thank you to a named agent
- An agent who was close to quitting gets promoted after you backed their growth
- You fix a confusing process and the repeat calls drop away
Hard days
- A storm knocks out power across the region and every line lights up at once
- An agent comes off a call shaken by an abusive customer and still has twenty callers waiting
- Measures that reward fast calls pull against what customers really need
Written by Career Calling as a general guide. Real roles vary by employer and place.
Work a mission
Step into a simulated workplace in this field, with a brief from your manager.
Description and tasks: Australian Bureau of Statistics, Occupation Standard Classification for Australia, 2024, Version 1.0 (opens another site), occupation 172131, used under a Creative Commons Attribution 4.0 licence. The skill guide above is our plain English summary.