Call center manager vs customer service manager

The differences between call center managers and customer service managers can be seen in a few details. Each job has different responsibilities and duties. Additionally, a customer service manager has an average salary of $61,487, which is higher than the $37,614 average annual salary of a 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 manager are strong customer service, payroll, and customer satisfaction.

Call center manager vs customer service manager overview

	Call Center Manager	Customer Service Manager
Yearly salary	$37,614	$61,487
Hourly rate	$18.08	$29.56
Growth rate	6%	6%
Number of jobs	123,791	313,110
Job satisfaction	-	5
Most common degree	Bachelor's Degree, 60%	Bachelor's Degree, 46%
Average age	47	44
Years of experience	-	6

What does a call center manager do?

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.

What does a customer service manager do?

Customer service managers are in charge of overseeing a group of customer service associates. They ensure that key metrics are met by the employees. These metrics usually include average handling time and customer satisfaction ratings. They also give coaching to employees who might need additional guidance in reaching team goals. Customer service managers are expected to have had experience on the operations floor to balance their role as a strategic leader and a people manager. They should have customer service skills, decision-making skills, and communication skills.

Call center manager vs customer service manager salary

Call center managers and customer service managers have different pay scales, as shown below.

	Call Center Manager	Customer Service Manager
Average salary	$37,614	$61,487
Salary range	Between $23,000 And $60,000	Between $35,000 And $105,000
Highest paying City	Baltimore, MD	Washington, DC
Highest paying state	Maryland	New Jersey
Best paying company	Scantron	KLA
Best paying industry	Technology	Manufacturing

Differences between call center manager and customer service manager education

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

	Call Center Manager	Customer Service Manager
Most common degree	Bachelor's Degree, 60%	Bachelor's Degree, 46%
Most common major	Business	Business
Most common college	University of Pennsylvania	University of Pennsylvania

Call center manager vs customer service manager demographics

Here are the differences between call center managers' and customer service managers' demographics:

	Call Center Manager	Customer Service Manager
Average age	47	44
Gender ratio	Male, 52.6% Female, 47.4%	Male, 37.0% Female, 63.0%
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, 15.5% Asian, 6.4% White, 67.0% American Indian and Alaska Native, 0.5%
LGBT Percentage	10%	10%

Differences between call center manager and customer service manager duties and responsibilities

Call center manager example responsibilities.

Lead the project to upgrade the WFM system to the current vendor version.
Evaluate phone activity and trends for CMS staffing and re-training, and manage WFM, CTI and CRM implementation.
Manage remote locations to ensure SLA's & KPI's are met within parameters of 3rd party contract (s).
Monitor and manage each team member's performance metric goals to ensure alignment with business processes and external client SLA expectations.
Accomplish Medicare standards with qualitative and quantitative measures.
Manage quality improvement initiatives for areas of responsibility and ensure compliance with ISO indicators and other mandate standards.

Customer service manager example responsibilities.

Manage the accounts payable and accounts receivable dealing with the Michigan WIC program.
Ensure SLA compliance are achieved for all incident metrics as well as call resolution.
Manage installation and customization of ACD system and PBX for business office call center operations.
Develop and manage communications strategies, including Facebook, catalog production, email marketing, direct mail.
Lead efforts in developing and executing CRM with the team to identify areas of improvement within the departments.
Prioritize, delegate and accomplish multiple projects, as well as the ability to troubleshoot and resolve common problems.

Call center manager vs customer service manager skills

Common call center manager skills

Strong Customer Service, 17%
Customer Satisfaction, 7%
Call Center Management, 4%
Process Improvement, 4%
Center Management, 4%
Payroll, 4%

Common customer service manager skills

Strong Customer Service, 15%
Payroll, 6%
Customer Satisfaction, 6%
Customer Complaints, 6%
Customer Service, 6%
ISO, 5%

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Call Center Manager
Call Center Manager vs Customer Service Manager

Updated January 8, 2025

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