Call Center Manager Salary

Call Center Managers in the United States can expect wages of $53K per year on average. Overall incomes of Call Center Managers — including $12K bonuses, $10K profit sharing proceeds, and $20K commissions on the more lucrative end — generally ranges between $35K and $82K. Career duration and the particular city each impact pay for this group, with the former having the largest influence. Work is enjoyable for Call Center Managers, who typically claim high levels of job satisfaction. Women make up a slight majority of Call Center Managers (56 percent) survey respondents. A large number enjoy medical while a fair number get dental coverage. Vision coverage is also available to the greater part. The figures in this overview were provided by individuals who took PayScale's salary questionnaire.

$35,259 - $77,462
(Median)
$35K
$53K
$77K
MEDIAN: $52,576
10%
50%
90%

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$11.47 - $28.86
(Median)
$11
$17
$29
MEDIAN: $16.00
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
$35,259 - $77,462  
   
Bonus
$0.00 - $11,952  
Profit Sharing
$384.38 - $10,365  
Commission
$970 - $19,727  
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).
)
$34,599 - $82,149  
Country: United States | Currency: USD | Updated: 1 Apr 2015 | Individuals Reporting: 1,564
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
$11.47 - $28.86  
   
Overtime
$0.00 - $35.09  
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 - $11,952  
   
Commission
$970 - $19,727  
Profit Sharing
$384.38 - $10,365  
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).
)
$34,599 - $82,149  
Country: United States | Currency: USD | Updated: 1 Apr 2015 | Individuals Reporting: 173

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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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Call Center Managers often transition into Call Center Director positions, for which compensation tends to be much higher. On average, Call Center Directors earn $87K 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 Skills for Call Center Manager


Call Center Managers seem to wield many skills on the job. Most notably, skills in Sales Management, Customer Service Metrics, Project Management, and Operations Management are correlated to pay that is above average, with boosts between 6 percent and 11 percent. At the other end of the pay range are skills like Training, Microsoft Excel, and Microsoft Word. It is often found that people who know Call Center are also skilled 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 is an important factor influencing the compensation of Call Center Managers. Workers in their first five years can expect to earn $45K, but people who have been around for five to 10 years earn a noticeably bigger sum of $53K. Call Center Managers bring in $61K after working for 10 to 20 years. People who have worked for more than 20 years report a median income of $69K, which is barely higher than the median for folks with 10 to 20 years of experience.

Pay Difference by Location


Surpassing the national average by 21 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), Los Angeles (+12 percent), and Chicago (+11 percent). The smallest paychecks in the market, 11 percent south of the national average, can be found in Orlando. Not at the bottom but still paying below the median are employers in Austin and Tampa (9 percent lower and 7 percent lower, respectively).

Related Job Salaries

United States (change)

Experience Affects Call Center Manager Salaries




National Average
$54,000


Skills That Affect Call Center Manager Salaries





Customer Relationship Management (CRM)
up arrow 4%

Call Center
up arrow 3%

Leadership
up arrow 3%

Data Analysis
up arrow 3%

Customer Service
0%

Windows NT / 2000 / XP Networking
0%

National Average
$54,000

Microsoft Office
up arrow 1%

Windows Operating System General Use
up arrow 2%

Microsoft Excel
up arrow 4%

Microsoft Word
up arrow 4%


Job Satisfaction

Extremely satisfied
Rated 5 out of 5
based on 362 votes.

Gender

Female
56 %
Male
44 %

Years of Experience

Less than 1 year
1%
1-4 years
24%
5-9 years
27%
10-19 years
37%
20 years or more
11%

Common Health Benefits

medical benefits Medical: 84% dental benefits Dental: 76%
vision benefits Vision: 63% employee benefits None: 13%