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The differences between call center analysts and call center managers can be seen in a few details. Each job has different responsibilities and duties. Additionally, a call center analyst has an average salary of $47,153, which is higher than the $37,614 average annual salary of a call center manager.
The top three skills for a call center analyst include powerpoint, SQL and avaya. The most important skills for a call center manager are strong customer service, customer satisfaction, and call center management.
| Call Center Analyst | Call Center Manager | |
| Yearly salary | $47,153 | $37,614 |
| Hourly rate | $22.67 | $18.08 |
| Growth rate | 10% | 6% |
| Number of jobs | 44,065 | 123,791 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 60% |
| Average age | 42 | 47 |
| Years of experience | 2 | - |
Call center analysts monitor and provide actionable insight and assess customer experience during their interaction with the call center associates. The analysts collect information to help improve call center agents. They use an evaluation form to capture any important information. It is their responsibility to have a successful service delivery from entity to entity. They make certain that their enterprise contains consistent service output and establish monthly reports of the success of the company.
Call center managers specialize in overseeing call center operations and agents' performances, ensuring that customers are satisfied. Aside from this, they are mostly involved in hiring and training new agents, shaping them into productive workforce members. As managers, they must lead by setting targets, encouraging agents, and devising strategies to meet them, even providing support when issues are difficult to resolve. Furthermore, call center managers must implement and adhere to all policies and regulations of the company.
Call center analysts and call center managers have different pay scales, as shown below.
| Call Center Analyst | Call Center Manager | |
| Average salary | $47,153 | $37,614 |
| Salary range | Between $32,000 And $68,000 | Between $23,000 And $60,000 |
| Highest paying City | Quincy, MA | Baltimore, MD |
| Highest paying state | New York | Maryland |
| Best paying company | Apple | Scantron |
| Best paying industry | Energy | Technology |
There are a few differences between a call center analyst and a call center manager in terms of educational background:
| Call Center Analyst | Call Center Manager | |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 60% |
| Most common major | Business | Business |
| Most common college | Stanford University | University of Pennsylvania |
Here are the differences between call center analysts' and call center managers' demographics:
| Call Center Analyst | Call Center Manager | |
| Average age | 42 | 47 |
| Gender ratio | Male, 48.8% Female, 51.2% | Male, 52.6% Female, 47.4% |
| Race ratio | Black or African American, 11.9% Unknown, 5.4% Hispanic or Latino, 15.9% Asian, 10.5% White, 55.8% American Indian and Alaska Native, 0.4% | Black or African American, 7.7% Unknown, 4.7% Hispanic or Latino, 13.0% Asian, 7.5% White, 66.3% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 11% | 10% |