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The differences between call center directors and call center supervisors 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 $35,300 average annual salary of a call center supervisor.
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 supervisor are strong customer service, patients, and customer care.
| Call Center Director | Call Center Supervisor | |
| Yearly salary | $92,968 | $35,300 |
| Hourly rate | $44.70 | $16.97 |
| Growth rate | 6% | 6% |
| Number of jobs | 56,916 | 217,633 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 68% | Bachelor's Degree, 45% |
| Average age | 47 | 47 |
| Years of experience | - | 6 |
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.
A call center supervisor is responsible for managing customer service operations, ensuring an efficient resolution to the customers' inquiries and complaints. Call center supervisors are the ones monitoring the staff's performance and productivity, especially at high call volumes, and take on escalated complaints. They provide helpful strategies to improve the customer service experience, maintaining clients' satisfaction crucial for driving business revenues and reaching profitability goals. A call center supervisor must have excellent communication and leadership skills, providing coaching sessions for the agents and identifying business opportunities.
Call center directors and call center supervisors have different pay scales, as shown below.
| Call Center Director | Call Center Supervisor | |
| Average salary | $92,968 | $35,300 |
| Salary range | Between $55,000 And $156,000 | Between $23,000 And $53,000 |
| Highest paying City | - | New York, NY |
| Highest paying state | - | Hawaii |
| Best paying company | - | Spectrum |
| Best paying industry | - | Finance |
There are a few differences between a call center director and a call center supervisor in terms of educational background:
| Call Center Director | Call Center Supervisor | |
| Most common degree | Bachelor's Degree, 68% | Bachelor's Degree, 45% |
| Most common major | Business | Business |
| Most common college | University of Pennsylvania | California State University - Bakersfield |
Here are the differences between call center directors' and call center supervisors' demographics:
| Call Center Director | Call Center Supervisor | |
| Average age | 47 | 47 |
| Gender ratio | Male, 62.2% Female, 37.8% | Male, 39.9% Female, 60.1% |
| 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, 10.1% Unknown, 4.7% Hispanic or Latino, 19.2% Asian, 5.3% White, 60.1% American Indian and Alaska Native, 0.6% |
| LGBT Percentage | 10% | 8% |