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Contact centre manager

Also called contact center manager, customer service manager

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.

Will there be jobs?Limited prospects19 jobs to fill by 2035 for every 100 people doing this work today.Hospitality, retail and other services managersWhat does it pay?Well above averageFrom about €2,600 (Romania) to €10,300 (Luxembourg) a month, depending on the country.Estimate · Hospitality, retail and other services managersWhat do I need to study?Usually post-secondary or a short degree4 in 10 have a degree. 3 in 10 train through vocational routes.Hospitality, retail and other services managersWill AI change it?No exact scoreThe ILO does not score this exact group; the figure is the average of related groups.

What you'd do

Follow company standardsFix meetingsSupervise workCoordinate operational activitiesMeasure customer feedback+ 10 more essential skills
What the work is like
  • Indoors
  • Sitting most of the day
  • Constant contact with people, including the public
  • Good freedom to decide
  • Usually 40 hours a week
  • Deadlines most weeks
  • Some repetitive tasks
US data: based on the O*NET profile of the US job "First-Line Supervisors of Office and Administrative Support Workers"

Will there be jobs?

Limited prospects

Fewer jobs than in most work will need filling by 2035.

People working as hospitality, retail and other services managers in the EU
2.49m2.88m2.62m 201520232035

Solid: measured. Dashed: forecast.

Jobs to fill, 2026–2035
721,000 replacing leavers 200,000 jobs disappear
Jobs to fill per 100 people working now
Hospitality, retail and other services managers19
All jobs29
Right now
3 of 27 countries report a shortage of services managers not elsewhere classified, 5 a surplus.
Services managers not elsewhere classified · EURES

What does it pay?

Well above average

Pay depends a lot on the country: from about €2,600 a month (Romania) to €10,300 (Luxembourg), before tax.

Pick a country at the top of the page to see typical pay there, for people under 30, and compared with all jobs.

Among managers in the EU, women earn 27% less per hour than men. Managers · Eurostat

What do I need to study?

Usually post-secondary or a short degree

Post-secondary training or a short degree in management and administration is the usual route.

Highest qualification of hospitality, retail and other services managers (EU, 2025)
Degree 36%Vocational 33%General secondary 15%Basic schooling 16%
Field that teaches it
Management and administration
Vocational route, EU
3 in 10 trainees in this field
Business and law graduates in a matching job
66% in the EU

1,314 institutions in the EU offer business and law bachelor's degrees. Pick a country at the top of the page to see where to study and the official course finders.

Will AI change it?

The ILO does not score this exact group; the figure is the average of related groups.

How exposed is this job? ILO scale

Average task score 0.32 on a scale from 0 (AI can't do it) to 1 (AI could do it fully). Average of related groups (other services managers).

Based on what AI could technically do when assessed in 2025. It is not a forecast for a future year, and not a forecast of job losses. Scores for other services managers. Source: ILO (2025), adapted (credits).