Call Center Manager Salary
The average Call Center Manager in the United States can expect to rake in roughly $56K per year. In the world of Call Center Managers, overall cash earnings stretch from $37K near the bottom to $86K near the top; these packages encompass bonuses that run close to $11K and profit sharing that can (albeit rarely) exceed $10K, along with commissions approaching $26K. While the particular city and experience level impact pay for this group, the specific employer is the most influential factor. A large number report receiving medical coverage from their employers and a fair number collect dental insurance. Women Call Center Managers who took the survey just slightly outnumber men. Most Call Center Managers like their work and job satisfaction is high.
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
Call Center Managers often transition into Call Center Director positions, for which compensation tends to be much higher. On average, Call Center Directors earn $88K per year. Given that the median pay is $48K, it may be surprising to find that a Call Center Customer Service Administration Manager is the most common role for Call Center Managers to subsequently assume on their way up the ladder. Transitioning into a Director of Customer Service role — which pays $86K — is also typical for Call Center Managers, though less common by comparison.
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Popular Employer Salaries for Call Center Manager
Call Center Managers seeking a sizable paycheck can earn the most at Comcast Cable, Inc., where the average salary comes to $82K.
Popular Skills for Call Center Manager
Survey respondents exploit a significant toolbox of skills in their work. Most notably, skills in Customer Service Metrics, Operations Management, Data Analysis, and People Management are correlated to pay that is above average. At the other end of the pay range are skills like Training, Microsoft Excel, and Microsoft Word. Most people familiar with 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 is an important factor influencing the compensation of Call Center Managers. Salaries of relatively inexperienced workers fall in the neighborhood of $47K, but folks who have racked up five to 10 years see a notably higher median of $56K. Call Center Managers who work for 10 to 20 years in their occupation tend to earn about $62K. Seasoned veterans with 20 years under their belts enjoy a median income of $70K.
Pay Difference by Location
For Call Center Managers, busy New York offers a higher-than-average pay rate, 34 percent above the national average. Call Center Managers will also find cushy salaries in Richmond (+18 percent), Atlanta (+15 percent), Chicago (+9 percent), and Las Vegas (+6 percent). With compensation 11 percent below the national average, Philadelphia is not known for hefty paychecks and actually represents the lowest-paying market. Not at the bottom but still paying below the median are employers in Miami and Orlando (11 percent lower and 9 percent lower, respectively).
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