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The differences between call center directors and contact 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 $57,880 average annual salary of a contact 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 contact center manager are professional development, IVR, and project management.
| Call Center Director | Contact Center Manager | |
| Yearly salary | $92,968 | $57,880 |
| Hourly rate | $44.70 | $27.83 |
| Growth rate | 6% | 6% |
| Number of jobs | 56,916 | 117,401 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 68% | Bachelor's Degree, 60% |
| Average age | 47 | 47 |
| Years of experience | - | - |
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 contact center manager is responsible for supervising and assisting the contact center staff in providing the highest customer service by responding to customers' inquiries and concerns and resolving their complaints. Contact center managers monitor the staff's performance and efficiency and strategize techniques to increase productivity and customer relations. They also provide regular coaching to identify the team members' strengths and weaknesses and to customize individual plans to reach goals and objectives. A contact center manager must have excellent communication and leadership skills, especially in encouraging the team to achieve maximum efforts and development.
Call center directors and contact center managers have different pay scales, as shown below.
| Call Center Director | Contact Center Manager | |
| Average salary | $92,968 | $57,880 |
| Salary range | Between $55,000 And $156,000 | Between $28,000 And $119,000 |
| Highest paying City | - | New York, NY |
| Highest paying state | - | New Jersey |
| Best paying company | - | Capgemini |
| Best paying industry | - | - |
There are a few differences between a call center director and a contact center manager in terms of educational background:
| Call Center Director | Contact 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 |
Here are the differences between call center directors' and contact center managers' demographics:
| Call Center Director | Contact Center Manager | |
| Average age | 47 | 47 |
| Gender ratio | Male, 62.2% Female, 37.8% | Male, 50.7% Female, 49.3% |
| 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, 7.6% Unknown, 4.7% Hispanic or Latino, 12.7% Asian, 8.9% White, 65.4% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 10% | 10% |