Call center director vs call center manager

The differences between call center directors and call center managers can be seen in a few details. Each job has different responsibilities and duties. Additionally, a call center director has an average salary of $92,968, which is higher than the $37,614 average annual salary of a call center manager.

The top three skills for a call center director include customer satisfaction, outbound calls and continuous improvement. The most important skills for a call center manager are strong customer service, customer satisfaction, and call center management.

Call center director vs call center manager overview

	Call Center Director	Call Center Manager
Yearly salary	$92,968	$37,614
Hourly rate	$44.70	$18.08
Growth rate	6%	6%
Number of jobs	56,916	123,791
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 68%	Bachelor's Degree, 60%
Average age	47	47
Years of experience	-	-

What does a call center director do?

A call center director spearheads and oversees the operations of a call center. They have the authority to set goals and timelines, establish budgets and guidelines, streamline procedures and programs, and make decisions in pursuit of the company's short and long-term goals. They also coordinate with internal and external parties, ensuring to build strong relationships with key clients and business partners. Moreover, as a call center director, it is their responsibility to lead and encourage employees to reach goals while implementing the company's policies and standards.

What does a call center manager do?

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 director vs call center manager salary

Call center directors and call center managers have different pay scales, as shown below.

	Call Center Director	Call Center Manager
Average salary	$92,968	$37,614
Salary range	Between $55,000 And $156,000	Between $23,000 And $60,000
Highest paying City	-	Baltimore, MD
Highest paying state	-	Maryland
Best paying company	-	Scantron
Best paying industry	-	Technology

Differences between call center director and call center manager education

There are a few differences between a call center director and a call center manager in terms of educational background:

	Call Center Director	Call Center Manager
Most common degree	Bachelor's Degree, 68%	Bachelor's Degree, 60%
Most common major	Business	Business
Most common college	University of Pennsylvania	University of Pennsylvania

Call center director vs call center manager demographics

Here are the differences between call center directors' and call center managers' demographics:

	Call Center Director	Call Center Manager
Average age	47	47
Gender ratio	Male, 62.2% Female, 37.8%	Male, 52.6% Female, 47.4%
Race ratio	Black or African American, 7.9% Unknown, 4.7% Hispanic or Latino, 13.2% Asian, 7.5% White, 66.1% American Indian and Alaska Native, 0.7%	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	10%	10%

Differences between call center director and call center manager duties and responsibilities

Call center director example responsibilities.

Manage the contact lens department, teach patients how to apply and take care of contact lenses.
Manage all aspects of the start up of a 94 seat ACD call center and all site operations.
Develop innovative manage health care products to expand access, enhance continuity, and improve health outcomes for under-serve patients.
Manage claim processing performance to KPIs and coordinate internal/external reporting.
Manage full financial accountability and oversight of production, quality, inventory control, and operational safety and security.
Implement organizational infrastructure, including shift leaders, supervisors/escalation leads, a training specialist, and an employee engagement coordinator.

Call center manager example responsibilities.

Lead the project to upgrade the WFM system to the current vendor version.
Evaluate phone activity and trends for CMS staffing and re-training, and manage WFM, CTI and CRM implementation.
Manage remote locations to ensure SLA's & KPI's are met within parameters of 3rd party contract (s).
Monitor and manage each team member's performance metric goals to ensure alignment with business processes and external client SLA expectations.
Accomplish Medicare standards with qualitative and quantitative measures.
Manage quality improvement initiatives for areas of responsibility and ensure compliance with ISO indicators and other mandate standards.

Call center director vs call center manager skills

Common call center director skills

Customer Satisfaction, 9%
Outbound Calls, 7%
Continuous Improvement, 7%
KPIs, 6%
Process Improvement, 6%
Workforce Management, 4%

Common call center manager skills

Strong Customer Service, 17%
Customer Satisfaction, 7%
Call Center Management, 4%
Process Improvement, 4%
Center Management, 4%
Payroll, 4%

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Executive Management Industry
Call Center Director
Call Center Director vs Call Center Manager

Updated January 8, 2025

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