Contact Centre Manager
Manage a sales team in a call centre environment
Job opportunities
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Jobs in SEEK right nowJob growth
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5-year projectionSalary
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Typical salaryJob satisfaction
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Job opportunities
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Jobs in SEEK right nowSalary
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Typical salaryJob growth
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5-year projectionJob satisfaction
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On this page
- What's it like to be a Contact Centre Manager?
- How to become a Contact Centre Manager
- Latest Contact Centre Manager jobs
- Top skills and experience for Contact Centre Managers
- Contact Centre Manager role reviews
What's it like to be a Contact Centre Manager?
Contact Centre Managers, otherwise known as Call Centre Managers provide direction for the customer service and sales team in a call centre. Contact Centre Managers are responsible for the efficient and profitable operation of the call centre and provide supervision for call centre agents or operators who carry out customer service, technical support and telemarketing duties. Contact Centre Managers may work within company call centres or in independent call centres that provide services to other companies.
Tasks and duties
- Managing a team of customer service or call centre agents.
- Overseeing the performance of customer service and sales team members.
- Running team meetings.
- Implementing process improvements.
- Responding to and resolving all escalated queries.
How to become a Contact Centre Manager
Although not essential, a bachelor degree in a relevant subject such as Business, Marketing or Information Technology may improve your career opportunities in this field. Work experience in a customer service role will also be advantageous.
- Complete a bachelor degree in a field such as Business, Marketing or IT.
- Alternatively, consider obtaining a Certificate III in Business (Customer Engagement) (BSB30120).
- Gain work experience in a customer service role.
- Acquire the business and technical skills needed to become a Contact Centre Manager, such as a good understanding of call centre technology, including databases, call routing systems and contact management systems.
- Become familiar with the growing range of communication channels that call centres offer customers, such as e-mail, live chat, instant messaging and videoconferencing.
- Gain experience in a call centre as a supervisor or training officer. Experience as a supervisor provides insight into the day-to-day operation of a call centre. Training experience develops your understanding of the issues facing call centre agents and the ways in which you can improve performance.
Compare your salary
Find out how your salary compares with the average salary for Contact Centre Managers.Latest Contact Centre Manager jobs on SEEK
Be one of the first to discover these recently listed jobs, or browse all Contact Centre Manager jobs on SEEK right now.Did you find this helpful?
Skills and experience employers are looking for
Having the right skills and experience can make you an in-demand applicant. Contact Centre Manager employers on SEEK are looking for job seekers with expertise in the following areas. Contact Centre Services
Call Centre Operations
Key Performance Indicators
Team Leadership
Performance Management
Contact Centre Management
Leadership
Operational Efficiency
Workforce Management
Customer Service
Source: SEEK job ads and SEEK Profile data
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Latest Contact Centre Manager reviews
May 2021
Contact centres are an extremely structured environment so it is not for everyone but for me it is something I love and wouldn’t change a thing
Reviewer's QualificationDiploma of Business Administration
Experience10+ years
Organisation sizeLarge (200+ employees)
SpecialisationContact centre specialist
The good thingsThe role is diverse and you get to meet and experience people from all walks of life
The challengesIt is a very structured environment with constant change and often extremely tight deadlines
Read more
Jan 2024
Amazing yet challenging
Experience1 – 4 years
Organisation sizeLarge (200+ employees)
SpecialisationInsurance & Superannuation
The good thingsAs a call center manager, my primary focus is to ensure seamless operations and exceptional service delivery. Our team has successfully maintained high standards in customer satisfaction, exemplifying...
The challengesManaging a call center comes with its share of challenges. One significant issue is the constant pressure to meet demanding performance metrics, often leading to employee burnout. The relentless focus...
Read more
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SEEK has not verified the truth or accuracy of these comments and does not adopt or endorse any of the comments posted on this page.SEEK collects and posts the comments for what they are worth and for information purposes only to assist candidates to find employment through www.seek.com.au
