Call Center Manager Salary

Call Center Managers in the United States can expect wages of $53K per year on average. Final incomes of Call Center Managers generally vary between $35K and $83K; more lucrative packages include potential for bonuses, profit sharing, and commissions — occasionally as high as $12K each for the first two and $20K for the last. Career duration and the particular city each impact pay for this group, with the former having the largest influence. Medical benefits are awarded to a large number, and a fair number earn dental coverage. Job satisfaction for Call Center Managers is high. Women make up a slight majority of Call Center Managers (55 percent) survey respondents. The data for this snapshot was collected from individuals who took PayScale's salary survey.

$35,727 - $78,554

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$11.83 - $30.60

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National Salary Data (?
XAll compensation data shown are gross 10th to 90th percentile ranges. Take the PayScale Survey to find out how location influences pay for this job.
)
$0$28K$56K$84K
Salary
$35,727 - $78,554  
   
Bonus
$0.00 - $12,040  
Profit Sharing
$231.84 - $11,531  
Commission
$972 - $20,337  
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).
)
$35,088 - $83,294  
Country: United States | Currency: USD | Updated: 18 Jul 2015 | Individuals Reporting: 1,576
National Hourly Rate Data (?
XAll compensation data shown are gross 10th to 90th percentile ranges. Take the PayScale Survey to find out how location influences pay for this job.
)
$0$14$28$42
Hourly Rate
$11.83 - $30.60  
   
Overtime
$0.00 - $35.43  
National Annualized Data (?
XAll compensation data shown are gross 10th to 90th percentile ranges. Take the PayScale Survey to find out how location influences pay for this job.
)
$0$28K$56K$84K
Bonus
$0.00 - $12,040  
   
Commission
$972 - $20,337  
Profit Sharing
$231.84 - $11,531  
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).
)
$35,088 - $83,294  
Country: United States | Currency: USD | Updated: 18 Jul 2015 | Individuals Reporting: 172
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Job Description for Call Center Manager

A call center manager is responsible for ensuring their organization's call center operates effectively and efficiently at all times. They must maintain a high level of customer satisfaction, and the ability to maintain a positive, professional attitude with customers and colleagues is essential. A call center manager is responsible for training, scheduling and leading their customer service team, as well as overseeing strategies for inbound and outbound calls. Most call center managers must be capable of using particular software programs, as well as possess the ability to type and run various company reports. They oversee their call center's statistics and take proactive and reactive steps to improve those statistics as needed. Additionally, they help provide guidance and training to employees to improve performance.

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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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Advancing into a Call Center Director role seems to be a popular career move for Call Center Managers, and folks who currently work in the latter position report a notably larger median income of $87K per year. Call Center Managers go on to become Customer Service Administration Managers of Call Centers more often than anything even though median pay for the role is $48K. Call Center Managers who move into a Director of Customer Service role, another well-traveled path for those in this field, tend to find salaries of $85K.

Call Center Manager Job Listings

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Popular Skills for Call Center Manager


Call Center Managers report using a large range of skills on the job. Most notably, skills in Sales Management, Customer Service Metrics, Operations Management, and Project Management are correlated to pay that is above average, with boosts between 5 percent and 9 percent. Skills that pay less than market rate include Sales, Training, and Microsoft Excel. The majority of those who know Call Center also 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.


Call Center Managers with a rich background of experience are typically rewarded with larger paychecks. 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 $54K. Call Center Managers who work for 10 to 20 years in their occupation tend to earn about $61K. Individuals who have achieved more than 20 years of experience don't seem to earn much more than people who have 10 to 20 years under their belts; the more senior group reports an average income of $69K.

Pay Difference by Location


Surpassing the national average by 24 percent, Call Center Managers in New York receive some of the highest pay in the country. Call Center Managers will also find cushy salaries in Denver (+13 percent), Indianapolis (+12 percent), Chicago (+11 percent), and Los Angeles (+11 percent). The lowest-paying market is Orlando, which sits 14 percent below the national average. Workers in Dallas and San Antonio earn salaries that trail the national average for those in this profession (8 percent less and 6 percent less, respectively).

Related Job Salaries

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Experience Affects Call Center Manager Salaries



National Average
$54,000



Skills That Affect Call Center Manager Salaries





Data Analysis
up arrow 3%

Leadership
up arrow 2%

Windows Operating System General Use
up arrow 2%

Call Center
up arrow 1%

Customer Relationship Management (CRM)
up arrow 1%

National Average
$54,000

Microsoft Office
up arrow 1%

Customer Service
up arrow 1%

Microsoft Word
up arrow 2%

Microsoft Excel
up arrow 3%


up arrow 9%

Job Satisfaction

Extremely satisfied
Rated 5 out of 5
based on 334 votes.

Gender

Female
55 %
Male
45 %

Years of Experience

Less than 1 year
1%
1-4 years
23%
5-9 years
26%
10-19 years
38%
20 years or more
12%

Common Health Benefits

medical benefits Medical: 84% dental benefits Dental: 76%
vision benefits Vision: 64% employee benefits None: 13%
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