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The differences between call center supervisors and contact center supervisors 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 contact center supervisor. Additionally, a contact center supervisor has an average salary of $42,217, 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 contact center supervisor are patients, corrective action, and direct reports.
| Call Center Supervisor | Contact Center Supervisor | |
| Yearly salary | $35,300 | $42,217 |
| Hourly rate | $16.97 | $20.30 |
| Growth rate | 6% | - |
| Number of jobs | 217,633 | 76,165 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 45% | Bachelor's Degree, 43% |
| 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 contact center supervisor is responsible for monitoring the performance of contact center representatives, ensuring that they provide the best customer service by handling the customers' inquiries and concerns and resolving complaints timely and efficiently. Contact center supervisors train new representatives and coaching the team regularly to improve their customer service skills, identify areas of improvement, and develop strategic procedures to address those difficulties. They also conduct training and programs to maximize the representatives' productivity in the production area.
Call center supervisors and contact center supervisors have different pay scales, as shown below.
| Call Center Supervisor | Contact Center Supervisor | |
| Average salary | $35,300 | $42,217 |
| Salary range | Between $23,000 And $53,000 | Between $24,000 And $73,000 |
| Highest paying City | New York, NY | - |
| Highest paying state | Hawaii | - |
| Best paying company | Spectrum | - |
| Best paying industry | Finance | - |
There are a few differences between a call center supervisor and a contact center supervisor in terms of educational background:
| Call Center Supervisor | Contact Center Supervisor | |
| Most common degree | Bachelor's Degree, 45% | Bachelor's Degree, 43% |
| 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 contact center supervisors' demographics:
| Call Center Supervisor | Contact Center Supervisor | |
| Average age | 47 | 47 |
| Gender ratio | Male, 39.9% Female, 60.1% | Male, 58.8% Female, 41.2% |
| 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, 10.8% Unknown, 4.7% Hispanic or Latino, 18.8% Asian, 5.3% White, 59.7% American Indian and Alaska Native, 0.6% |
| LGBT Percentage | 8% | 8% |