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Call center coordinator vs call center agent

The differences between call center coordinators and call center agents can be seen in a few details. Each job has different responsibilities and duties. It typically takes 6-12 months to become both a call center coordinator and a call center agent. Additionally, a call center coordinator has an average salary of $35,631, which is higher than the $31,180 average annual salary of a call center agent.

The top three skills for a call center coordinator include patients, phone calls and data entry. The most important skills for a call center agent are customer service, strong customer service, and data entry.

Call center coordinator vs call center agent overview

Call Center CoordinatorCall Center Agent
Yearly salary$35,631$31,180
Hourly rate$17.13$14.99
Growth rate-4%-4%
Number of jobs209,222131,722
Job satisfaction--
Most common degreeBachelor's Degree, 43%High School Diploma, 35%
Average age4040
Years of experience1212

What does a call center coordinator do?

A call center coordinator oversees the daily operations of call centers, ensuring the workforce functions efficiently. They coordinate with managers and arrange the resources that they need in order to provide optimal services to clients. They are also in charge of collecting and analyzing reports from different departments, determining the weaknesses and strengths of existing operations, and implementing solutions against problem areas, providing technical support to staff as needed. Moreover, as a call center coordinator, it is essential to lead and motivate teams to reach goals while enforcing the company's standards and regulations.

What does a call center agent do?

A call center agent is responsible for answering calls and assisting clients by responding to inquiries. They also handle complaints and resolve issues, troubleshoot errors, and process applications. The tasks of a call center agent will vary on the directives of supervisors. There are instances when they must make calls to gather or give information, sell products, and discuss a particular subject. Furthermore, most of the duties take place in a team setting, which is why it is essential to coordinate with colleagues and adhere to the company's policies and regulations at all times.

Call center coordinator vs call center agent salary

Call center coordinators and call center agents have different pay scales, as shown below.

Call Center CoordinatorCall Center Agent
Average salary$35,631$31,180
Salary rangeBetween $26,000 And $47,000Between $23,000 And $41,000
Highest paying CityJuneau, AKNew York, NY
Highest paying stateAlaskaMinnesota
Best paying companySpectrumUniversity of California, Berkeley
Best paying industryTelecommunicationFinance

Differences between call center coordinator and call center agent education

There are a few differences between a call center coordinator and a call center agent in terms of educational background:

Call Center CoordinatorCall Center Agent
Most common degreeBachelor's Degree, 43%High School Diploma, 35%
Most common majorBusinessBusiness
Most common college--

Call center coordinator vs call center agent demographics

Here are the differences between call center coordinators' and call center agents' demographics:

Call Center CoordinatorCall Center Agent
Average age4040
Gender ratioMale, 28.0% Female, 72.0%Male, 30.8% Female, 69.2%
Race ratioBlack or African American, 11.6% Unknown, 5.2% Hispanic or Latino, 22.0% Asian, 6.4% White, 54.2% American Indian and Alaska Native, 0.7%Black or African American, 12.1% Unknown, 5.4% Hispanic or Latino, 21.0% Asian, 5.9% White, 55.0% American Indian and Alaska Native, 0.7%
LGBT Percentage7%7%

Differences between call center coordinator and call center agent duties and responsibilities

Call center coordinator example responsibilities.

  • Lead enrollment process efficiently through securing proper registration forms, official transcripts, immunization records, and IEP documentation as needed.
  • Verify Medicaid and process payments.
  • Maintain and follow patient confidentiality laws (HIPAA).
  • Keep record of HIPAA certify volunteers and communicate the requirement of the training along with information of their availability.
  • Provide assistant and information about Medicare/ Medicaid coverage.
  • Support an inventory logistics application develop by the company and used by various companies to track inventory in warehouses.
    • Show more

Call center agent example responsibilities.

  • Submit bills for reimbursement to private insurers Medicaid and Medicare.
  • Provide excellent customer service by helping customer troubleshoot technical needs for Internet services.
  • Assist customers with any technical issues experience with website and escalate any issues to management appropriately.
  • Maintain personal computer and troubleshoot computer software problems.
  • Familiarize and provide information on general Medicare eligibility and information.
  • Verify information and input information concerning the conversation and escalate if need.
    • Show more

Call center coordinator vs call center agent skills

Common call center coordinator skills
  • Patients, 22%
  • Phone Calls, 8%
  • Data Entry, 7%
  • Medical Terminology, 7%
  • Inbound Calls, 6%
  • Customer Satisfaction, 5%
Common call center agent skills
  • Customer Service, 20%
  • Strong Customer Service, 15%
  • Data Entry, 9%
  • Telephone Calls, 7%
  • Inbound Phone Calls, 5%
  • Customer Care, 5%

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Updated January 8, 2025

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