Call Center Supervisor Salary
Job Description for Call Center Supervisor
Call center supervisors lead teams call center agents. The supervisors function as a part of the management team and are responsible for overseeing the day to day operations of assigned departments. Call center supervisors must have an excellent working knowledge of all company policies and procedures as they collaborate with other directors, service line employees and managers to perform a variety of administrative duties related to staff management, customer care, assessment, education and quality assessment.Read More...
Call center supervisors generally report directly to senior management. They are also responsible for taking lead line, customer service and order entry overflow calls during peak situations as needed. In addition, they handle the training and education of their call center agents and work to provide team motivation and development in order to maximize performance. They will also monitor agents' attendance and punctuality.
Call center supervisors who have experience working with culturally and linguistically diverse populations is usually a plus for these kinds of positions. They must also work well with others, have good leadership abilities and the ability to prioritize and multitask. Most employers require their call center supervisors to hold a college degree or equivalent professional experience. They usually have standard Monday through Friday work weeks, but if they work for a company whose call center operates 24/7, they may work nights and/or weekends.
Call Center Supervisor Tasks
- Evaluate and coordinate the workflow and activities of call center representatives to meet the volume management target.
- Supervise the day to day activities within the call center operations.
- Support call center representatives on incoming calls with difficult customers or calls that requires in-depth knowledge of of the company's products or services.
Common Career Paths for Call Center Supervisor
Though not the most common occurrence, Call Center Supervisors sometimes become Call Center Directors, where the average income is $88K per year. It is quite typical for Call Center Supervisors to transition into roles as Call Center Managers or Operations Managers, where reported median earnings are $11K and $17K higher per year.
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Popular Employer Salaries for Call Center Supervisor
Comcast Cable, Inc. pays the most with a median salary of $54K, though there is little variation overall ($39K to $64K).
Popular Skills for Call Center Supervisor
Survey participants wield an impressively varied skill set on the job. Most notably, skills in Customer Relationship Management, People Management, Project Management, and Customer Service Metrics are correlated to pay that is above average, with boosts in pay of 4 percent. Skills that are correlated to lower pay, on the other hand, include Microsoft Word and Microsoft Excel. Those educated in Customer Service tend to be well versed in Call Center.
Pay by Experience Level for Call Center Supervisor
Median of all compensation (including tips, bonus, and overtime) by years of experience.
Call Center Supervisors with a lot of experience do not necessarily enjoy more money. Salaries of relatively inexperienced workers fall in the neighborhood of $38K, but folks who have racked up five to 10 years see a notably higher median of $44K. Call Center Supervisors claiming one to two decades of experience make an estimated median of $46K. Folks who have racked up more than 20 years in the field report incomes that aren't higher than less experienced individuals' earnings.
Pay Difference by Location
Denver is home to an above-average pay rate for Call Center Supervisors, 18 percent higher than the national average. Call Center Supervisors will also find cushy salaries in San Diego (+15 percent), Atlanta (+10 percent), Albany (+8 percent), and Tampa (+7 percent). Cincinnati is home to the smallest salaries in the field, lagging the national average by 16 percent. Not at the bottom but still paying below the median are employers in Orlando and Dallas (10 percent lower and 5 percent lower, respectively).