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Call Center Manager Salary (United States)

Call Center Managers in the United States pull down an average of $52K annually. In the world of Call Center Managers, total cash compensation can vary between $34K and $82K. Each package generally includes bonuses and profit sharing proceeds, and in exceptional cases, those amounts can reach heights of $12K and $10K, respectively. Geographic location is the biggest factor affecting pay for this group, followed by career length. Most Call Center Managers report high levels of job satisfaction. Medical benefits are awarded to most, and a strong majority earn dental coverage. Women make up a slight majority of Call Center Managers (55 percent) survey respondents. The information for this rundown comes from respondents who completed PayScale's salary questionnaire.
Call Center Manager Salary (?
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.
)
$34,897 - $77,037
(Median)
35K
42K
52K
65K
77K
MEDIAN: $51,963
10%
25%
50%
75%
90%
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Call Center Manager Salary (?
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.
)
$11.68 - $27.73
(Median)
12
16
21
28
MEDIAN: $16.00
10%
50%
75%
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
$34,897 - $77,037  
   
Bonus
$0.00 - $11,975  
Profit Sharing
$492.25 - $9,967  
Commission
$979 - $20,000  
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).
)
$34,046 - $81,539  
Country: United States | Currency: USD | Updated: 11 Dec 2014 | Individuals Reporting: 1,594
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
$11.68 - $27.73  
   
Overtime
$0.00 - $33.42  
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 - $11,975  
   
Commission
$979 - $20,000  
Profit Sharing
$492.25 - $9,967  
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).
)
$34,046 - $81,539  
Country: United States | Currency: USD | Updated: 11 Dec 2014 | Individuals Reporting: 179
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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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More often than not, Call Center Managers take top-notch roles like Call Center Director. Pay for that position is $87K annually on average. The most common promotion for Call Center Managers is a Call Center Customer Service Administration Manager position, which usually brings in $48K a year. Another standard transition for Call Center Managers seeking advancement is to assume a Director of Customer Service role, where pay is often $85K.

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 8 percent and 12 percent. Skills that pay less than market rate include Microsoft Excel, Microsoft Word, and Training. Those proficient in Call Center are, more often than not, also skilled in Customer Service Metrics, Customer Relationship Management (CRM), and Customer Service.

Pay by Experience Level for Call Center Manager

Median of all compensation (including tips, bonus, and overtime) by years of experience.
In general, experience and pay appear to be strongly linked; those with more experience usually bring in higher incomes. Those in the early stages of their career can expect to make around $44K; however, individuals with five to 10 years of experience bring in $53K on average — a distinctly larger sum. After working for 10 to 20 years, Call Center Managers make a median salary of $61K. Respondents who claim more than 20 years of experience may encounter pay that doesn't quite reflect their extensive experience; these veterans report a median income of around $68K.

Pay Difference By Location

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Indianapolis
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Chicago
up arrow 10%
Los Angeles
up arrow 9%
Houston
up arrow 8%
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Tampa
up arrow 2%
National Average
$53,000
up arrow 2%
San Antonio
up arrow 2%
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Salt Lake City
up arrow 7%
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Larger circles over a city indicate a job is popular in that location.
Home to some of the best pay for Call Center Managers, New York offers exceptional salaries, 20 percent above the national average. Call Center Managers can also look forward to large paychecks in cities like Indianapolis (+12 percent), Denver (+12 percent), Chicago (+10 percent), and Los Angeles (+9 percent). Compared to the national average, Austin Call Center Managers have considerably lower salaries, 25 percent below the national average to be exact. Location appears to be a major driving force in pay for those in this profession. Orlando and Salt Lake City are a couple other places where companies are known to pay below the median — salaries are 12 percent lower and 7 percent lower, respectively.

Related Job Salaries

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Experience Affects Call Center Manager Salaries

National Average
$53,000

Skills That Affect Call Center Manager Salaries

Leadership
up arrow 4%
Call Center
up arrow 3%
Data Analysis
up arrow 3%
Customer Service
up arrow 1%
Windows NT / 2000 / XP Networking
up arrow 1%
National Average
$53,000
Microsoft Office
up arrow 3%
Windows Operating System General Use
up arrow 3%
Microsoft Word
up arrow 4%
Training
up arrow 4%

Job Satisfaction

Extremely satisfied Image
Extremely satisfied
Rated 5 out of 5 based on 392 votes.

Gender

Female
55%
female alumni
 
Male
45%
male alumni

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: 62% employee benefits None: 13%