Call Center Manager Salary

Call Center Managers in the United States take home an average $54K per year. Incomes of Call Center Managers vary widely depending on performance components; bonuses and profit sharing that can occasionally exceed $12K cause paychecks to spread between $35K on the low end and $83K on the high end. The company is the main element affecting pay for this group — experience level and geographic location are driving factors as well. A large number enjoy medical while a fair number get dental coverage. Vision coverage is also available to more than half. Job satisfaction is high and work is enjoyable for most Call Center Managers. Women Call Center Managers who took the survey just slightly outnumber men.

$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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Many Call Center Managers move into a Call Center Director role, and folks who currently hold that position report a much higher median income of $88K per year. More often than not, a Call Center Customer Service Administration Manager role is the next step for Call Center Managers moving up in the field. Pay for Customer Service Administration Managers of Call Centers is usually $48K. Many Call Center Managers choose to take on a Director of Customer Service role instead, where salaries are typically $85K.

Call Center Manager Job Listings

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Popular Employer Salaries for Call Center Manager


Pay for Call Center Managers is the lowest at Ruffalocody, LLC, which has a median salary of $43K. In addition, there's little room to grow there, with salaries maxing out at $48K.

Popular Skills for Call Center Manager


Survey respondents exploit a significant toolbox of skills in their work. 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 pay less than market rate include Sales, Training, and Microsoft Excel. Those educated in Call Center tend to be well versed in 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. 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. Call Center Managers bring in $61K after working for 10 to 20 years. 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

National Average: $54,642

Larger city markers indicate a job is popular in that 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 Indianapolis (+13 percent), Denver (+13 percent), Chicago (+11 percent), and Los Angeles (+8 percent). Trailing the national average by 15 percent, Orlando is the market with the smallest paychecks. Two other places where employers offer below-median salaries are Tampa (10 percent less) and Dallas (7 percent less).

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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