Call Center Manager Salary
Call Center Managers in the United States take home an average $56K annually. Including potential for bonuses and profit sharing — peaking near $12K and $10K, respectively — total cash payment to Call Center Managers can bottom out near $36K or peak near $85K depending on individual performance. The company is the main element affecting pay for this group — geography and years of experience are driving factors as well. Job satisfaction is high and work is enjoyable for most Call Center Managers. Most report receiving medical coverage from their employers and a strong majority collect dental insurance. Men are slightly outnumbered by their female counterparts who answered the questionnaire, who make up a slight majority at 58 percent. The data in this summary comes from the PayScale salary survey.
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.Read More...
The position of call center manager usually requires a bachelor’s degree, although sometimes a high school diploma or equivalent is sufficient for this position. Previous call center experience is generally needed as well, and supervisory experience may be required or preferred. Call center managers must have good interpersonal, communication and leadership skills, as well as be able to use basic computer programs such as the Microsoft Office suite. Demonstrated customer service skills are also needed.
Call Center Manager Tasks
- Develops, implements and audits polices and procedures related to flow of information and systems used within the operations.
- Responsible for departmental budget.
- 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.
Common Career Paths for Call Center Manager
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 $88K per year. The most common career progression for Call Center Managers leads to becoming a Call Center Customer Service Administration Manager, where pay is typically $48K. However, many Call Center Managers also opt to become Directors of Customer Service, a position that pays $86K on average.
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Popular Employer Salaries for Call Center Manager
Comcast Cable, Inc. attracts talent by shelling out the biggest paychecks in the area — the median in that office is $82K.
Popular Skills for Call Center Manager
Survey participants wield an impressively varied skill set on the job. Most notably, skills in Customer Service Metrics, Data Analysis, Operations Management, and Project Management are correlated to pay that is above average, with boosts between 4 percent and 8 percent. Skills that seem to negatively impact pay include Training, Microsoft Word, and Microsoft Excel. Most people 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.
Experience does not seem to be a strong driver of pay increase in this role. Respondents with less than five years' experience take home $47K on average. In contrast, those who have been around for five to 10 years earn a noticeably higher average of $56K. Call Center Managers who work for 10 to 20 years in their occupation tend to earn about $63K. Individuals who report more than two decades of experience seem to make only slightly more than folks in the 10-to-20 year range; the more senior group sees median earnings in the comparatively modest ballpark of $69K.
Pay Difference by Location
For Call Center Managers, working in the bustling city of New York has its advantages, including an above-average pay rate. Call Center Managers can also look forward to large paychecks in cities like Boston (+14 percent), Atlanta (+13 percent), Chicago (+9 percent), and Phoenix (+7 percent). Orlando is home to the smallest salaries in the field, lagging the national average by 11 percent. Miami and Houston are a couple other places where companies are known to pay below the median — salaries are 11 percent lower and 8 percent lower, respectively.
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