How to become a Call or Contact Centre Manager

Organises and controls the operations of a call or contact centre.

Main tasks

• 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

Ways in

• TAFE and VET: Certificate IV in Business (BSB40120); Certificate IV in Retail Management (SIR40316); Advanced Diploma of Community Sector Management (CHC62015)

Pay · Outlook · AI and this job

• Typical full-time pay: $114,712 a year
• About 39,500 people work in this job group now, and about 44,800 are projected by 2035. (+13.4%)
• Many tasks in this job could be automated by AI. Jobs and Skills Australia rates its automation exposure as high.

Related jobs

• Customer Service Manager
• Event Manager
• Facilities Manager
• Hair or Beauty Salon Manager
• Fleet Manager
• Railway Station Manager

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Questions people ask

How do I become a Call or Contact Centre Manager?

Ways in include: Certificate IV in Business; Certificate IV in Retail Management.

How much does a Call or Contact Centre Manager earn in Australia?

Median full-time pay is $114,712 a year (Jobs and Skills Australia).

Is a Call or Contact Centre Manager a growing career in Australia?

Yes. Employment is projected to grow 13% by 2035, from about 39,500 to about 44,800 people (Jobs and Skills Australia).

Do you need a degree to become a Call or Contact Centre Manager?

Usually not. Only 23% of people in this job hold a bachelor's degree or higher. Ways in include: Certificate IV in Business; Certificate IV in Retail Management.

Will AI change the work of a Call or Contact Centre Manager?

Many tasks in this job could be automated by AI. Jobs and Skills Australia rates its automation exposure as high.

Sources

• Jobs and Skills Australia: Occupation data (ANZSCO), from ABS Labour Force and Census (February 2026), CC BY 4.0, retrieved 2026-10-04
• Jobs and Skills Australia: Generative AI Capacity Study, interactive table data (September 2025), CC BY 4.0, retrieved 2026-10-04
• Jobs and Skills Australia: Employment Projections (Victoria University) (May 2025 to May 2035), CC BY 4.0, retrieved 2026-10-04
• Australian Taxation Office: Taxation Statistics, Individuals Table 15A (2023-24), CC BY 2.5 AU, retrieved 2026-10-04

Updated 2026-10-04