Contact centre manager
Also known as: customer service manager
About this occupation
Contact centre managers coordinate and plan the daily operations of contact centres. They ensure that customer inquiries are satisfied efficiently and according to policies. They manage employees, resources and procedures to improve best practices and achieve high levels of customer satisfaction.
Essential skills and knowledge
- present reports
- characteristics of products
- manage staff
- plan health and safety procedures
- assess the feasibility of implementing developments
- create a work atmosphere of continuous improvement
- supervise work
- corporate social responsibility
- analyse business plans
- manage resources
- customer relationship management
- follow company standards
Typical tasks and preparation
From the related US occupation profile Entertainment and Recreation Managers, Except Gambling (O*NET 11-9072.00). Linked by an official crosswalk: related, not identical; details vary by country.
- Write budgets to plan recreational activities or programs.
- Talk to coworkers using electronic devices, such as computers and radios.
- Talk to customers to convey information about events or activities.
- Plan programs of events or schedules of activities.
- Explain rules and regulations of facilities and entertainment attractions to customers.
- Calculate and record department expenses and revenue.
- Preparation
- Job Zone 4 of 5
- Interests
- Enterprising, Conventional, Social
Top skills: Reading Comprehension, Active Listening, Speaking, Social Perceptiveness, Critical Thinking, Monitoring
US median pay: US$79,520 a year (2025), 37,980 employed. Source: U.S. Bureau of Labor Statistics, Occupational Employment and Wage Statistics.
Subjects this work relies on
How important each subject's knowledge is in the job itself, rated by people doing it (1 to 5).
- English or Literature in EnglishO*NET: English LanguageVery important (3.9)
- Business Studies or EntrepreneurshipO*NET: Administration and ManagementVery important (3.6)
- PsychologyO*NET: PsychologyImportant (3.2)
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.
Preparation needed
Job Zone Four: Considerable Preparation Needed
- Education
- Most of these occupations require a four-year bachelor's degree, but some do not.
- Experience
- A considerable amount of work-related skill, knowledge, or experience is needed for these occupations. For example, an accountant must complete four years of college and work for several years in accounting to be considered qualified.
- Training
- Employees in these occupations usually need several years of work-related experience, on-the-job training, and/or vocational training.
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.
Related occupations
Occupations O*NET links to this one by similar work, skills and knowledge.
- Recreation Workers
- Fitness and Wellness Coordinators
- Recreational Therapists
- Park Naturalists
- General and Operations Managers
- Recreation and Fitness Studies Teachers, Postsecondary
- Lodging Managers
- Facilities Managers
- Social and Community Service Managers
- Meeting, Convention, and Event Planners
O*NET data describe work in the United States; requirements differ by country. This page includes information from the O*NET 31.0 Database by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET is a trademark of USDOL/ETA. CareerProof Global has modified all or some of this information; USDOL/ETA has not approved, endorsed, or tested these modifications.