Call Center Manager Salary

Median pay for Call Center Managers in the United States is around $53K per year. Final cash compensation to Call Center Managers varies from around $35K to approximately $83K; choice pay grades include potential for bonuses and profit sharing as high as $12K and $10K, respectively. Career length and the particular city each impact pay for this group, with the former having the largest influence. Women Call Center Managers who took the survey just slightly outnumber men. The majority of Call Center Managers claim high levels of job satisfaction. A large number report receiving medical coverage from their employers and a fair number collect dental insurance. The numbers in this rundown were provided by PayScale's salary survey participants.

$35,585 - $78,068
(Median)
$36K
$53K
$78K
MEDIAN: $53,071
10%
50%
90%

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$11.76 - $29.99
(Median)
$12
$17
$30
MEDIAN: $17.00
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
$35,585 - $78,068  
   
Bonus
$0.00 - $11,940  
Profit Sharing
$384.38 - $10,391  
Commission
$972 - $17,000  
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).
)
$35,005 - $82,689  
Country: United States | Currency: USD | Updated: 20 Jun 2015 | Individuals Reporting: 1,560
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
$11.76 - $29.99  
   
Overtime
$0.00 - $36.00  
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 - $11,940  
   
Commission
$972 - $17,000  
Profit Sharing
$384.38 - $10,391  
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).
)
$35,005 - $82,689  
Country: United States | Currency: USD | Updated: 20 Jun 2015 | Individuals Reporting: 168
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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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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 $87K per year. A Call Center Customer Service Administration Manager role is the most common promotion for Call Center Managers moving up the ladder. Pay for this role tends to be $48K per year. Another typical, albeit less common, transition for Call Center Managers is a Director of Customer Service position, where earnings are usually $85K.

Call Center Manager Job Listings

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Popular Skills for Call Center Manager


Call Center Managers seem to exploit a large range of skills on the job. Most notably, skills in Sales Management, Customer Service Metrics, Windows NT / 2000 / XP Networking, and Operations Management are correlated to pay that is above average, with boosts between 5 percent and 8 percent. Skills that pay less than market rate include Training and Microsoft Excel. 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 seems to be a major factor in determining the incomes of Call Center Managers. Those in the early stages of their career can expect to make around $45K; however, individuals with five to 10 years of experience bring in $53K on average — a distinctly larger sum. People with 10 to 20 years of experience make an average of about $61K in this role. Call Center Managers who have stuck around for more than two decades see earnings that are only slightly higher than those of folks who have worked for 10 to 20 years; the more senior group makes around $69K on average.

Pay Difference by Location


For Call Center Managers, busy New York offers a higher-than-average pay rate, 25 percent above the national average. Call Center Managers will also find cushy salaries in Denver (+14 percent), Indianapolis (+11 percent), Los Angeles (+11 percent), and Chicago (+11 percent). With compensation 14 percent below the national average, Orlando is not known for hefty paychecks and actually represents the lowest-paying market. Employers also pay below the national average in Salt Lake City (8 percent lower) and Dallas (7 percent lower).

Related Job Salaries

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Experience Affects Call Center Manager Salaries



National Average
$54,000



Skills That Affect Call Center Manager Salaries



Windows NT / 2000 / XP Networking
up arrow 5%

Operations Management
up arrow 4%

Customer Relationship Management (CRM)
up arrow 2%

Data Analysis
up arrow 2%

Project Management
up arrow 2%

Call Center
up arrow 1%

Leadership
up arrow 1%

National Average
$54,000

Microsoft Office
up arrow 1%

Customer Service
up arrow 1%

Windows Operating System General Use
up arrow 1%

Microsoft Word
up arrow 2%

Microsoft Excel
up arrow 3%


Job Satisfaction

Extremely satisfied
Rated 5 out of 5
based on 341 votes.

Gender

Female
57 %
Male
43 %

Years of Experience

Less than 1 year
1%
1-4 years
23%
5-9 years
27%
10-19 years
37%
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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