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The differences between call center supervisors and call center team leaders can be seen in a few details. Each job has different responsibilities and duties. It typically takes 4-6 years to become both a call center supervisor and a call center team leader. Additionally, a call center team leader has an average salary of $38,965, 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 team leader are inbound calls, outbound calls, and customer satisfaction.
| Call Center Supervisor | Call Center Team Leader | |
| Yearly salary | $35,300 | $38,965 |
| Hourly rate | $16.97 | $18.73 |
| Growth rate | 6% | 8% |
| Number of jobs | 217,633 | 272,017 |
| Job satisfaction | - | 5 |
| Most common degree | Bachelor's Degree, 45% | Bachelor's Degree, 45% |
| Average age | 47 | 47 |
| Years of experience | 6 | 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.
A call center team leader is someone who is hands-on with the team's supervision. Call center team leaders ensure that the right procedures are followed. They provide directions to staff on what they should do and the way they should make improvements. It is part of their job to intercede, give advice, or authorize special adjustments when any of their staff needs help with customers. The necessary skills for this job include flexibility, be able to provide regular coaching, and can boost morale.
Call center supervisors and call center team leaders have different pay scales, as shown below.
| Call Center Supervisor | Call Center Team Leader | |
| Average salary | $35,300 | $38,965 |
| Salary range | Between $23,000 And $53,000 | Between $29,000 And $51,000 |
| Highest paying City | New York, NY | New York, NY |
| Highest paying state | Hawaii | New York |
| Best paying company | Spectrum | General Electric |
| Best paying industry | Finance | Finance |
There are a few differences between a call center supervisor and a call center team leader in terms of educational background:
| Call Center Supervisor | Call Center Team Leader | |
| Most common degree | Bachelor's Degree, 45% | Bachelor's Degree, 45% |
| Most common major | Business | Business |
| Most common college | California State University - Bakersfield | California State University - Bakersfield |
Here are the differences between call center supervisors' and call center team leaders' demographics:
| Call Center Supervisor | Call Center Team Leader | |
| Average age | 47 | 47 |
| Gender ratio | Male, 39.9% Female, 60.1% | Male, 38.4% Female, 61.6% |
| 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, 10.7% Unknown, 4.7% Hispanic or Latino, 18.4% Asian, 5.2% White, 60.4% American Indian and Alaska Native, 0.6% |
| LGBT Percentage | 8% | 8% |