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The differences between call center managers and customer service-call center managers can be seen in a few details. Each job has different responsibilities and duties. Additionally, a call center manager has an average salary of $37,614, which is higher than the $33,476 average annual salary of a customer service-call center manager.
The top three skills for a call center manager include strong customer service, customer satisfaction and call center management. The most important skills for a customer service-call center manager are inbound calls, data entry, and customer care.
| Call Center Manager | Customer Service-Call Center Manager | |
| Yearly salary | $37,614 | $33,476 |
| Hourly rate | $18.08 | $16.09 |
| Growth rate | 6% | 6% |
| Number of jobs | 123,791 | 189,413 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 60% | High School Diploma, 31% |
| Average age | 47 | 44 |
| Years of experience | - | 6 |
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.
A customer service/call center manager is responsible for monitoring the operations of a call center department, ensuring that the team members provide excellent customer service to the clients by responding quickly to their inquiries and concerns and providing immediate resolutions for complaints. Customer service/call center managers keep track of the staff's performance, analyzing metrics, and developing strategies to maximize productivity. They also assist the representatives in handling difficult calls and escalated complaints, authorizing refunds, and replacing products as needed. To perform these tasks, a customer service/call center manager must have excellent leadership and communication skills.
Call center managers and customer service-call center managers have different pay scales, as shown below.
| Call Center Manager | Customer Service-Call Center Manager | |
| Average salary | $37,614 | $33,476 |
| Salary range | Between $23,000 And $60,000 | Between $27,000 And $40,000 |
| Highest paying City | Baltimore, MD | Wallingford, CT |
| Highest paying state | Maryland | Connecticut |
| Best paying company | Scantron | CENTER FOR SIGHT |
| Best paying industry | Technology | Telecommunication |
There are a few differences between a call center manager and a customer service-call center manager in terms of educational background:
| Call Center Manager | Customer Service-Call Center Manager | |
| Most common degree | Bachelor's Degree, 60% | High School Diploma, 31% |
| Most common major | Business | Business |
| Most common college | University of Pennsylvania | University of Pennsylvania |
Here are the differences between call center managers' and customer service-call center managers' demographics:
| Call Center Manager | Customer Service-Call Center Manager | |
| Average age | 47 | 44 |
| Gender ratio | Male, 52.6% Female, 47.4% | Male, 29.3% Female, 70.7% |
| Race ratio | 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% | Black or African American, 6.3% 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% |