Job design

Job design relates to the duties and tasks required for a role, and how those tasks and duties are structured and scheduled.

Good job design ensures that employees have adequate control (e.g. autonomy to choose how and when to do tasks) and support (e.g. from leaders) to match the demands (e.g. answering calls).

Within contact centres, factors that can impact job design include:


  • High call rates/time pressure

  • Lack of control over scripts

  • Dealing with difficult customers

  • Low participation in decision making

  • lack of control over scheduling of work

  • Inflexible work schedules

  • Job insecurity

  • Career uncertainty or stagnation
  • Lack of reward, recognition or status
  • Lack of task variety


  • Self-developed scripts
  • Flexible call length
  • Self-selection of rostered days off
  • Increased input into shift timing
  • Sign-up sheets for break times
  • Control over seating arrangements
  • Ability to decorate work environment – desks or team wall
  • Ability to take time off the phone after difficult call
  • Taking turns to run team meetings


  • One-on-one catch ups
  • Wellbeing check-ins
  • Buddy program
  • Team meetings
  • Social activities
  • Training
  • Secondment opportunities
  • Call type rotation
  • Strength-based coaching

Watch this video to see the positive impact of adjusting the job design of contact centre roles.

job design
strengths-based coaching
psychological capital


To build the mental health and wellbeing of your Contact Centre, contact SuperFriend for information, programs and support.

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