Call Center Manager Salary

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.

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. (Copyright 2017 PayScale.com)

Call Center Manager Tasks

• Develops, implements and audits polices and procedures related to flow of information and systems used within the operations.
• Establish standards of performance for the operations and manage the staffs to achieve the performance standards
• Responsible for departmental budget.
• Manages day to day activities within the call center operations.

For those looking to make money, Call Center Managers in New York enjoy an exceptional pay rate, 47 percent above the national average. Call Center Managers will also find cushy salaries in Atlanta (+11 percent), Phoenix (+9 percent), Dallas (+8 percent), and Chicago (+8 percent). In Orlando, salaries are 12 percent below the national average and represent the lowest-paying market. Miami and San Diego are a couple other places where companies are known to pay below the median — salaries are 12 percent lower and 10 percent lower, respectively.