Call Center Managers in the United States take home an average $56K annually. Including potential for bonuses and profit sharing — peaking near $12K and $10K, respectively — total cash payment to Call Center Managers can bottom out near $36K or peak near $85K depending on individual performance. The company is the main element affecting pay for this group — geography and years of experience are driving factors as well. Job satisfaction is high and work is enjoyable for most Call Center Managers. Most report receiving medical coverage from their employers and a strong majority collect dental insurance. Men are slightly outnumbered by their female counterparts who answered the questionnaire, who make up a slight majority at 58 percent. The data in this summary comes from the PayScale salary survey.

$38,169 - $81,479
$38K
$56K
$81K
MEDIAN: $56,209
10%
50%
90%

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$12.29 - $27.13
$12
$17
$27
MEDIAN: $17.00
10%
50%
90%

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National Salary Data (?
XAll compensation data shown are gross 10th to 90th percentile ranges. Take the PayScale Survey to find out how location influences pay for this job.
)
$0$29K$58K$87K
Salary
$38,169 - $81,479  
   
Bonus
$392.28 - $11,711  
Profit Sharing
$0.00 - $10,137  
Commission
$13.28 - $26,174  
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).
)
$36,255 - $85,483  
Country: United States | Currency: USD | Updated: 18 Jan 2017 | Individuals Reporting: 1,076
National Hourly Rate Data (?
XAll compensation data shown are gross 10th to 90th percentile ranges. Take the PayScale Survey to find out how location influences pay for this job.
)
$0$15$30$45
Hourly Rate
$12.29 - $27.13  
   
Overtime
$15.32 - $34.91  
National Annualized Data (?
XAll compensation data shown are gross 10th to 90th percentile ranges. Take the PayScale Survey to find out how location influences pay for this job.
)
$0$30K$60K$90K
Bonus
$392.28 - $11,711  
   
Commission
$13.28 - $26,174  
Profit Sharing
$0.00 - $10,137  
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).
)
$36,255 - $85,483  
Country: United States | Currency: USD | Updated: 18 Jan 2017 | Individuals Reporting: 130

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United States (change)

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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.

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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


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Advancing into a Call Center Director role seems to be a popular career move for Call Center Managers, and folks who currently work in the latter position report a notably larger median income of $88K per year. The most common career progression for Call Center Managers leads to becoming a Call Center Customer Service Administration Manager, where pay is typically $48K. However, many Call Center Managers also opt to become Directors of Customer Service, a position that pays $86K on average.

Call Center Manager Job Listings

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Popular Employer Salaries for Call Center Manager


Comcast Cable, Inc. attracts talent by shelling out the biggest paychecks in the area — the median in that office is $82K.

Popular Skills for Call Center Manager


Survey participants wield an impressively varied skill set on the job. Most notably, skills in Customer Service Metrics, Data Analysis, Operations Management, and Project Management are correlated to pay that is above average, with boosts between 4 percent and 8 percent. Skills that seem to negatively impact pay include Training, Microsoft Word, and Microsoft Excel. Most people who know 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 does not seem to be a strong driver of pay increase in this role. Respondents with less than five years' experience take home $47K on average. In contrast, those who have been around for five to 10 years earn a noticeably higher average of $56K. Call Center Managers who work for 10 to 20 years in their occupation tend to earn about $63K. Individuals who report more than two decades of experience seem to make only slightly more than folks in the 10-to-20 year range; the more senior group sees median earnings in the comparatively modest ballpark of $69K.

Pay Difference by Location

National Average: $56,433

Larger city markers indicate a job is popular in that location.

For Call Center Managers, working in the bustling city of New York has its advantages, including an above-average pay rate. Call Center Managers can also look forward to large paychecks in cities like Boston (+14 percent), Atlanta (+13 percent), Chicago (+9 percent), and Phoenix (+7 percent). Orlando is home to the smallest salaries in the field, lagging the national average by 11 percent. Miami and Houston are a couple other places where companies are known to pay below the median — salaries are 11 percent lower and 8 percent lower, respectively.

Call Center Manager Reviews

Q: What is it like working as a Call Center Manager?

Call Center Manager in Princeton:
"Chaotic."
Pros: Helping patients get warm and efficient help from our receptionists and to assist my receptionists with ongoing knowledge to be their best.
Cons: Having staff who don't use common sense. Needing to monitor break behavior. Needing to make changes immediately but having to go through red take through admin to get what I need done.

Related Job Salaries

Key Stats for Call Center Manager

Gender

Female
58 %
Male
42 %

Job Satisfaction

Extremely satisfied
Rated 5 out of 5
based on 159 votes.
Less than 1 year
1%
1-4 years
23%
5-9 years
27%
10-19 years
35%
20 years or more
14%
Location:
Years in Fields/Career:
United States (change)

Experience Affects Call Center Manager Salaries




National Average
$56,000


Skills That Affect Call Center Manager Salaries

Job Satisfaction

Extremely satisfied
Rated 5 out of 5
based on 159 votes.

Gender

Female
58 %
Male
42 %

Years of Experience

Less than 1 year
1%
1-4 years
23%
5-9 years
27%
10-19 years
35%
20 years or more
14%

Common Health Benefits

medical benefits
Medical: 85%
dental benefits
Dental: 78%
vision benefits
Vision: 70%
dental benefits
None: 13%
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