Call Center Manager Salary

For Call Center Managers, yearly average wages total $53K annually. Total cash earnings of Call Center Managers range from $35K on the low end to $83K on the high end; the final amount can include bonuses and profit sharing proceeds that occasionally exceed $12K and $11K, respectively. Career length is the biggest factor affecting pay for this group, followed by geography. Job satisfaction is reported as high by the vast majority of workers. Women make up a slight majority of Call Center Managers (56 percent) survey respondents. Medical benefits are awarded to most, and a strong majority earn dental coverage. Respondents to the PayScale salary survey provided the data for this report.

$35,684 - $78,243
(Median)
$36K
$53K
$78K
MEDIAN: $53,228
10%
50%
90%

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$11.78 - $30.75
(Median)
$12
$17
$31
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
$35,684 - $78,243  
   
Bonus
$0.00 - $12,030  
Profit Sharing
$312.50 - $11,000  
Commission
$974 - $19,574  
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).
)
$35,070 - $82,994  
Country: United States | Currency: USD | Updated: 2 Jul 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
$11.78 - $30.75  
   
Overtime
$0.00 - $35.53  
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 - $12,030  
   
Commission
$974 - $19,574  
Profit Sharing
$312.50 - $11,000  
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).
)
$35,070 - $82,994  
Country: United States | Currency: USD | Updated: 2 Jul 2015 | Individuals Reporting: 170
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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 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 report using a deep pool of skills on the job. Most notably, skills in Sales Management, Windows NT / 2000 / XP Networking, Customer Service Metrics, and Operations Management are correlated to pay that is above average, with boosts in pay of 8 percent. At the other end of the pay range are skills like Training and Microsoft Excel. Most people experienced in 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 and income seem to be closely related; in general, the survey respondents who had worked for more years reported higher incomes. 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. Call Center Managers with one to two decades of relevant experience report an average salary of approximately $61K. Folks who have racked up more than 20 years in the field report incomes that aren't that much higher than less experienced individuals' earnings; the veterans make just $69K on average.

Pay Difference by Location


With a pay rate for Call Center Managers that is 24 percent greater than the national average, New York offers a comfortable salary for those in this profession. Call Center Managers can also look forward to large paychecks in cities like Los Angeles (+15 percent), Denver (+13 percent), Indianapolis (+13 percent), and Chicago (+11 percent). Orlando is the lowest-paying area, 14 percent south of the national average. Employers in Dallas and San Antonio also lean toward paying below-median salaries (8 percent lower and 6 percent lower, respectively).

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 7%

Operations Management
up arrow 4%

Project Management
up arrow 4%

Customer Relationship Management (CRM)
up arrow 2%

Data Analysis
up arrow 2%

Call Center
up arrow 1%

Leadership
up arrow 1%

Windows Operating System General Use
0%

National Average
$54,000

Microsoft Office
up arrow 1%

Customer Service
up arrow 1%

Microsoft Excel
up arrow 3%

Microsoft Word
up arrow 3%


Job Satisfaction

Extremely satisfied
Rated 5 out of 5
based on 336 votes.

Gender

Female
56 %
Male
44 %

Years of Experience

Less than 1 year
1%
1-4 years
23%
5-9 years
26%
10-19 years
38%
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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