Call center director vs program manager

The differences between call center directors and program managers can be seen in a few details. Each job has different responsibilities and duties. Additionally, a program manager has an average salary of $96,084, which is higher than the $92,968 average annual salary of a call center director.

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

Call center director vs program manager overview

	Call Center Director	Program Manager
Yearly salary	$92,968	$96,084
Hourly rate	$44.70	$46.19
Growth rate	6%	12%
Number of jobs	56,916	197,556
Job satisfaction	-	5
Most common degree	Bachelor's Degree, 68%	Bachelor's Degree, 66%
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 program manager do?

A program manager is responsible for monitoring the project's progress, improving and developing new strategies, and coordinate various projects across the organization to ensure the success of the business objective. Program managers also manage the program's expenses, ensuring that the projects adhere to the budget goals without compromising the quality and accuracy of the result. A program manager should regularly connect with the different teams of every project under the program to keep track of the processes and procedures for the timely delivery of the product.

Call center director vs program manager salary

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

	Call Center Director	Program Manager
Average salary	$92,968	$96,084
Salary range	Between $55,000 And $156,000	Between $65,000 And $141,000
Highest paying City	-	San Francisco, CA
Highest paying state	-	California
Best paying company	-	Meta
Best paying industry	-	Technology

Differences between call center director and program manager education

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

	Call Center Director	Program Manager
Most common degree	Bachelor's Degree, 68%	Bachelor's Degree, 66%
Most common major	Business	Business
Most common college	University of Pennsylvania	University of Pennsylvania

Call center director vs program manager demographics

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

	Call Center Director	Program Manager
Average age	47	47
Gender ratio	Male, 62.2% Female, 37.8%	Male, 52.9% Female, 47.1%
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, 7.6% Unknown, 4.7% Hispanic or Latino, 12.7% Asian, 8.9% White, 65.5% American Indian and Alaska Native, 0.7%
LGBT Percentage	10%	10%

Differences between call center director and program 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.

Program manager example responsibilities.

Lead managed services provider engagement of onshore and offshore interactive development and QA for pharmaceutical marketing department.
Lead multiple team workshops and initiate RFP proposals.
Manage the work process across projects as per PMI standards.
Develop, manage, and oversee EMBA study abroad in-residencies to Asia.
Manage content updates for all salesforce marketing materials, print and digital.
Manage the service level expectations with client agencies by monitoring and assessment establish KPIs, agreements and contracts.

Call center director vs program 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 program manager skills

Project Management, 11%
Program Management, 11%
Oversight, 6%
Customer Service, 4%
Infrastructure, 3%
Excellent Organizational, 3%

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

Updated January 8, 2025

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