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The differences between call center supervisors and call center agents can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 4-6 years to become a call center supervisor, becoming a call center agent takes usually requires 6-12 months. Additionally, a call center supervisor has an average salary of $35,300, which is higher than the $31,180 average annual salary of a call center agent.
The top three skills for a call center supervisor include strong customer service, patients and customer care. The most important skills for a call center agent are customer service, strong customer service, and data entry.
| Call Center Supervisor | Call Center Agent | |
| Yearly salary | $35,300 | $31,180 |
| Hourly rate | $16.97 | $14.99 |
| Growth rate | 6% | -4% |
| Number of jobs | 217,633 | 131,722 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 45% | High School Diploma, 35% |
| Average age | 47 | 40 |
| Years of experience | 6 | 12 |
A call center supervisor is responsible for managing customer service operations, ensuring an efficient resolution to the customers' inquiries and complaints. Call center supervisors are the ones monitoring the staff's performance and productivity, especially at high call volumes, and take on escalated complaints. They provide helpful strategies to improve the customer service experience, maintaining clients' satisfaction crucial for driving business revenues and reaching profitability goals. A call center supervisor must have excellent communication and leadership skills, providing coaching sessions for the agents and identifying business opportunities.
A call center agent is responsible for answering calls and assisting clients by responding to inquiries. They also handle complaints and resolve issues, troubleshoot errors, and process applications. The tasks of a call center agent will vary on the directives of supervisors. There are instances when they must make calls to gather or give information, sell products, and discuss a particular subject. Furthermore, most of the duties take place in a team setting, which is why it is essential to coordinate with colleagues and adhere to the company's policies and regulations at all times.
Call center supervisors and call center agents have different pay scales, as shown below.
| Call Center Supervisor | Call Center Agent | |
| Average salary | $35,300 | $31,180 |
| Salary range | Between $23,000 And $53,000 | Between $23,000 And $41,000 |
| Highest paying City | New York, NY | New York, NY |
| Highest paying state | Hawaii | Minnesota |
| Best paying company | Spectrum | University of California, Berkeley |
| Best paying industry | Finance | Finance |
There are a few differences between a call center supervisor and a call center agent in terms of educational background:
| Call Center Supervisor | Call Center Agent | |
| Most common degree | Bachelor's Degree, 45% | High School Diploma, 35% |
| Most common major | Business | Business |
| Most common college | California State University - Bakersfield | - |
Here are the differences between call center supervisors' and call center agents' demographics:
| Call Center Supervisor | Call Center Agent | |
| Average age | 47 | 40 |
| Gender ratio | Male, 39.9% Female, 60.1% | Male, 30.8% Female, 69.2% |
| Race ratio | Black or African American, 10.1% Unknown, 4.7% Hispanic or Latino, 19.2% Asian, 5.3% White, 60.1% American Indian and Alaska Native, 0.6% | Black or African American, 12.1% Unknown, 5.4% Hispanic or Latino, 21.0% Asian, 5.9% White, 55.0% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 8% | 7% |