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The differences between call center directors and service 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 $40,821 average annual salary of a service 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 service center manager are OSHA, LTL, and payroll.
| Call Center Director | Service Center Manager | |
| Yearly salary | $92,968 | $40,821 |
| Hourly rate | $44.70 | $19.63 |
| Growth rate | 6% | 6% |
| Number of jobs | 56,916 | 319,460 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 68% | Bachelor's Degree, 61% |
| Average age | 47 | 44 |
| 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 service center manager is responsible for managing staff performance and monitoring the efficiency of service operations to provide the highest customer satisfaction according to business functions and requirements. Service center managers strategize techniques to maximize operational productivity and identifying cost-reduction procedures with high-quality deliverables. They also negotiate contracts with suppliers, as well as meeting with potential clients to discuss business services, generating more revenue resources to maintain the company's financial stability and performance in the market.
Call center directors and service center managers have different pay scales, as shown below.
| Call Center Director | Service Center Manager | |
| Average salary | $92,968 | $40,821 |
| Salary range | Between $55,000 And $156,000 | Between $30,000 And $54,000 |
| Highest paying City | - | Syracuse, NY |
| Highest paying state | - | Rhode Island |
| Best paying company | - | Capgemini |
| Best paying industry | - | Energy |
There are a few differences between a call center director and a service center manager in terms of educational background:
| Call Center Director | Service Center Manager | |
| Most common degree | Bachelor's Degree, 68% | Bachelor's Degree, 61% |
| Most common major | Business | Business |
| Most common college | University of Pennsylvania | University of Pennsylvania |
Here are the differences between call center directors' and service center managers' demographics:
| Call Center Director | Service Center Manager | |
| Average age | 47 | 44 |
| Gender ratio | Male, 62.2% Female, 37.8% | Male, 73.6% Female, 26.4% |
| 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, 6.2% Unknown, 4.3% Hispanic or Latino, 15.4% Asian, 6.4% White, 67.1% American Indian and Alaska Native, 0.5% |
| LGBT Percentage | 10% | 10% |