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Call Center Manager Salary

Call Center Managers in the United States take home an average $53K per year. Cash earnings of Call Center Managers — including $12K in bonuses, $11K in profit sharing proceeds, and $17K in commissions near the top of the pay scale — stretch from approximately $35K to approximately $82K depending on individual performance. Experience level and the particular city each impact pay for this group, with the former having the largest influence. A large number enjoy medical while a fair number get dental coverage. Vision coverage is also available to a majority. Most Call Center Managers report high levels of job satisfaction. Men are slightly outnumbered by their female counterparts who answered the questionnaire, who make up a slight majority at 57 percent. The data for this synopsis comes from respondents who took the PayScale salary survey.

$35,331 - $77,786
(Median)
$35K
$53K
$78K
MEDIAN: $52,837
10%
50%
90%

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$11.57 - $28.92
(Median)
$12
$17
$29
MEDIAN: $16.00
10%
50%
90%

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National Salary Data (?
XAll compensation data shown are gross, national 10th to 90th percentile ranges. Pay can vary greatly by location. To view local data, take the PayScale survey.
)
$0$28K$56K$84K
Salary
$35,331 - $77,786  
   
Bonus
$0.00 - $11,942  
Profit Sharing
$312.50 - $11,000  
Commission
$970 - $17,114  
Total Pay (?
XTotal Pay combines base annual salary or hourly wage, bonuses, profit sharing, tips, commissions, overtime pay and other forms of cash earnings, as applicable for this job. It does not include equity (stock) compensation, cash value of retirement benefits, or the value of other non-cash benefits (e.g. healthcare).
)
$34,656 - $82,396  
Country: United States | Currency: USD | Updated: 2 May 2015 | Individuals Reporting: 1,561
National Hourly Rate Data (?
XAll compensation data shown are gross, national 10th to 90th percentile ranges. Pay can vary greatly by location. To view local data, take the PayScale survey.
)
$0$14$28$42
Hourly Rate
$11.57 - $28.92  
   
Overtime
$0.00 - $35.23  
National Annualized Data (?
XAll compensation data shown are gross, national 10th to 90th percentile ranges. Pay can vary greatly by location. To view local data, take the PayScale survey.
)
$0$28K$56K$84K
Bonus
$0.00 - $11,942  
   
Commission
$970 - $17,114  
Profit Sharing
$312.50 - $11,000  
Total Pay (?
XTotal Pay combines base annual salary or hourly wage, bonuses, profit sharing, tips, commissions, overtime pay and other forms of cash earnings, as applicable for this job. It does not include equity (stock) compensation, cash value of retirement benefits, or the value of other non-cash benefits (e.g. healthcare).
)
$34,656 - $82,396  
Country: United States | Currency: USD | Updated: 2 May 2015 | Individuals Reporting: 172

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United States (change)


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Job Description for Call Center Manager

A call center manager develops, implements and audits policies and procedures related to the flow of information and the systems used within the center's operations. A main function of any call center manager is to oversee the way in which customer service calls are handled. Call center managers must establish standards of performance for the operational staff of the call center and effectively manage their staff to consistently achieve these standards. In essence, a call center manager is responsible for all day to day activities within a call center, as well as the departmental budget. The duty of call center managers centers around management of employees and operations of the center. A call center manager must be able to rise to the occasion and to adapt to new situations quickly. This position is not physically taxing, but can be mentally exhausting. Call center managers work where one would expect to find them- in a call center! Call centers for almost any medium to large sized company need managers to oversee their day to day operations. These companies are not limited to any specific industry, as customer service is required in almost every type of business. Call centers managers have many employees which they work with. The bulk of a call center manager's interactions are with the employees which he or she manages. Other co-workers include departmental heads of different divisions who may address certain issues that could potentially related to the duties of the call center. Client interaction is also a big part of a call center manager's job. Call center manager's may need to deal with particularly difficult customer services issues, or when somebody asks "Can I speak with your manager?" Education requirements for call center managers are not formal and they are not uniform. Some managers simply climb the ranks from starting out as customer service agents. Many of these positions do, however, require a minimum of an associates degree. Some companies will waive the degree requirement if the candidate has sufficient customer service experience. Hours for call center managers can vary depending on when the bulk of customer calls are received. Typically, a call center manager works a normal, 40 hour work week; although some managers at high volume call centers can put in extra hours. A typical day involves dealing with operations of the call center, resolving customer problems, briefing other departments of any needed information, and holding regular staff meetings to inform department employees of important news or changes in policy.


Call Center Manager Tasks

  • Manages day to day activities within the call center operations.
  • Establish standards of performance for the operations and manage the staffs to achieve the performance standards.
  • Develops, implements and audits polices and procedures related to flow of information and systems used within the operations.
  • Responsible for departmental budget.

Common Career Paths for Call Center Manager


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Call Center Managers often transition into Call Center Director positions, for which compensation tends to be much higher. On average, Call Center Directors earn $87K per year. Going from Call Center Manager to Call Center Customer Service Administration Manager is the transition that occurs most often in this field, and the average paycheck for Customer Service Administration Managers of Call Centers is $48K. Many others choose to work as Directors of Customer Service, where pay is typically $85K.

Call Center Manager Job Listings

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Popular Skills for Call Center Manager


Survey results imply that Call Center Managers deploy a deep pool of skills on the job. Most notably, skills in Sales Management, Customer Service Metrics, Project Management, and Operations Management are correlated to pay that is above average, with boosts between 5 percent and 10 percent. Skills that seem to negatively impact pay include Training, Microsoft Excel, and Microsoft Word. Those familiar with Call Center also tend to know Customer Service, Customer Service Metrics, and Customer Relationship Management (CRM).

Pay by Experience Level for Call Center Manager

Median of all compensation (including tips, bonus, and overtime) by years of experience.


Experience and income seem to be closely related; in general, the survey respondents who had worked for more years reported higher incomes. Relatively untried employees who have less than five years' experience make $45K, but folks with five to 10 years under their belts enjoy an appreciably larger median of $53K. Call Center Managers with one to two decades of relevant experience report an average salary of approximately $61K. Folks who have racked up more than 20 years in the field report incomes that aren't that much higher than less experienced individuals' earnings; the veterans make just $69K on average.

Pay Difference by Location


With a pay rate for Call Center Managers that is 16 percent greater than the national average, New York offers a comfortable salary for those in this profession. Call Center Managers will also find cushy salaries in Indianapolis (+14 percent), Los Angeles (+12 percent), Denver (+12 percent), and Chicago (+11 percent). The smallest paychecks in the market, 13 percent south of the national average, can be found in Orlando. Employers also pay below the national average in Dallas (7 percent lower) and Salt Lake City (5 percent lower).

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United States (change)

Experience Affects Call Center Manager Salaries



National Average
$54,000



Skills That Affect Call Center Manager Salaries





Customer Relationship Management (CRM)
up arrow 3%

Call Center
up arrow 2%

Leadership
up arrow 2%

Data Analysis
up arrow 2%

Windows NT / 2000 / XP Networking
up arrow 2%

Customer Service
0%

National Average
$54,000

Microsoft Office
up arrow 1%

Windows Operating System General Use
up arrow 2%

Microsoft Excel
up arrow 4%

Microsoft Word
up arrow 4%


Job Satisfaction

Extremely satisfied
Rated 5 out of 5
based on 357 votes.

Gender

Female
57 %
Male
43 %

Years of Experience

Less than 1 year
1%
1-4 years
24%
5-9 years
26%
10-19 years
37%
20 years or more
11%

Common Health Benefits

medical benefits Medical: 84% dental benefits Dental: 76%
vision benefits Vision: 63% employee benefits None: 13%
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