Group
Occupation
172131 Call or Contact Centre Manager
Latest release
Consultation draft: Occupation Standard Classification for Australia (OSCA)
Reference period
August 2026
Released
17/08/2026
First release
172131 Call or Contact Centre Manager
Organises and controls the operations of a call or contact centre.
Skill level: 2
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