Call Center Manager Salary

Call Center Managers in the United States can expect to earn an average of $54K annually. Cash earnings of Call Center Managers can occasionally include $12K each in bonuses and profit sharing proceeds; this strong performance component causes pay grades to stretch from approximately $35K to almost $83K. The particular firm is the main element affecting pay for this group — years of experience and geography are driving factors as well. Most enjoy medical while a strong majority get dental coverage. Vision coverage is also available to the larger part. The majority of Call Center Managers claim high levels of job satisfaction. Women make up a slight majority of Call Center Managers (56 percent) survey respondents. This overview is based on answers to PayScale's salary questionnaire.

$36,530 - $79,278
(Median)
$37K
$54K
$79K
MEDIAN: $53,737
10%
50%
90%

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$11.80 - $29.58
(Median)
$12
$17
$30
MEDIAN: $17.00
10%
50%
90%

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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
$36,530 - $79,278  
   
Bonus
$0.00 - $12,010  
Profit Sharing
$0.00 - $11,814  
Commission
$750 - $20,606  
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).
)
$35,494 - $83,430  
Country: United States | Currency: USD | Updated: 12 Jan 2016 | Individuals Reporting: 1,674
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
$11.80 - $29.58  
   
Hourly Tips
$0.89  
Overtime
$0.00 - $34.88  
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 - $12,010  
   
Commission
$750 - $20,606  
Profit Sharing
$0.00 - $11,814  
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).
)
$35,494 - $83,430  
Country: United States | Currency: USD | Updated: 12 Jan 2016 | Individuals Reporting: 197
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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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Call Center Managers might see a strong upturn in salary after transitioning into upper-level roles such as Call Center Director, a seemingly popular career choice. People currently working in the latter position report a noticeably higher median income of $88K per year. A Call Center Customer Service Administration Manager role is the most prevalent career advancement for Call Center Managers. Paychecks for that role are $48K on average. The Director of Customer Service position is another common transition for Call Center Managers; in this role, salaries are typically at the $85K mark.

Call Center Manager Job Listings

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Popular Employer Salaries for Call Center Manager


Ruffalocody, LLC reports the lowest median salary in the area by far — it's only $43K, about half the top paying employer's rate.

Popular Skills for Call Center Manager


Survey participants wield an impressively varied skill set on the job. Most notably, skills in Customer Service Metrics, Sales Management, Operations Management, and Project Management are correlated to pay that is above average, with boosts between 5 percent and 7 percent. Skills that seem to negatively impact pay include Sales, Training, and Microsoft Excel. For most people, competency in Call Center indicates knowledge of 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.


For Call Center Managers, level of experience appears to be a somewhat less important part of the salary calculation — more experience does not correlate to noticeably higher pay. Survey participants with less than five years' experience pocket $46K on average, but those with five to 10 years of experience enjoy a much bigger median of $55K. People with 10 to 20 years of experience make an average of about $61K in this role. 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

National Average: $54,642

Larger city markers indicate a job is popular in that location.

Home to some of the best pay for Call Center Managers, New York offers exceptional salaries, 24 percent above the national average. Call Center Managers can also look forward to large paychecks in cities like Indianapolis (+13 percent), Denver (+13 percent), Chicago (+11 percent), and Los Angeles (+8 percent). Falling short of the national average by 15 percent, the area with the worst salaries is Orlando. Employers also pay below the national average in Tampa (10 percent lower) and Dallas (7 percent lower).

Related Job Salaries

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Experience Affects Call Center Manager Salaries




National Average
$55,000


Skills That Affect Call Center Manager Salaries




Project Management
up arrow 3%

Leadership
up arrow 2%

Customer Relationship Management (CRM)
up arrow 2%

Data Analysis
up arrow 1%

Call Center
0%

Windows Operating System General Use
0%

National Average
$55,000

Customer Service
up arrow 1%

Microsoft Office
up arrow 1%

Microsoft Word
up arrow 1%

Microsoft Excel
up arrow 3%


up arrow 7%

Job Satisfaction

Extremely satisfied
Rated 5 out of 5
based on 325 votes.

Gender

Female
56 %
Male
44 %

Years of Experience

Less than 1 year
1%
1-4 years
24%
5-9 years
26%
10-19 years
38%
20 years or more
12%

Common Health Benefits

medical benefits
Medical: 85%
dental benefits
Dental: 76%
medical benefits
Vision: 66%
dental benefits
None: 13%
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