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The differences between call center supervisors and 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 $35,300 average annual salary of a call center supervisor.
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 manager are strong customer service, customer satisfaction, and call center management.
| Call Center Supervisor | Call Center Manager | |
| Yearly salary | $35,300 | $37,614 |
| Hourly rate | $16.97 | $18.08 |
| Growth rate | 6% | 6% |
| Number of jobs | 217,633 | 123,791 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 45% | Bachelor's Degree, 60% |
| Average age | 47 | 47 |
| Years of experience | 6 | - |
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.
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.
Call center supervisors and call center managers have different pay scales, as shown below.
| Call Center Supervisor | Call Center Manager | |
| Average salary | $35,300 | $37,614 |
| Salary range | Between $23,000 And $53,000 | Between $23,000 And $60,000 |
| Highest paying City | New York, NY | Baltimore, MD |
| Highest paying state | Hawaii | Maryland |
| Best paying company | Spectrum | Scantron |
| Best paying industry | Finance | Technology |
There are a few differences between a call center supervisor and a call center manager in terms of educational background:
| Call Center Supervisor | Call Center Manager | |
| Most common degree | Bachelor's Degree, 45% | Bachelor's Degree, 60% |
| Most common major | Business | Business |
| Most common college | California State University - Bakersfield | University of Pennsylvania |
Here are the differences between call center supervisors' and call center managers' demographics:
| Call Center Supervisor | Call Center Manager | |
| Average age | 47 | 47 |
| Gender ratio | Male, 39.9% Female, 60.1% | Male, 52.6% Female, 47.4% |
| 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, 7.7% Unknown, 4.7% Hispanic or Latino, 13.0% Asian, 7.5% White, 66.3% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 8% | 10% |