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The differences between call center supervisors and team leader/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 team leader/supervisor. Additionally, a team leader/supervisor has an average salary of $50,841, 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 team leader/supervisor are safety procedures, quality standards, and sales floor.
| Call Center Supervisor | Team Leader/Supervisor | |
| Yearly salary | $35,300 | $50,841 |
| Hourly rate | $16.97 | $24.44 |
| Growth rate | 6% | 8% |
| Number of jobs | 217,633 | 96,069 |
| Job satisfaction | - | 5 |
| Most common degree | Bachelor's Degree, 45% | Bachelor's Degree, 40% |
| 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 team leader or supervisor is an individual who leads and supervises a workgroup's functionality through instructions and guidance in an organization. Team leaders provide support to staff members by way of coaching and skills development. They are responsible for preventing and resolving conflicts among staff members by setting ground rules and assigning tasks properly. They also organize team meetings and report the progress of a project to the management. Since they lead a workforce, team leaders must possess excellent verbal communication skills and have a great work ethic.
Call center supervisors and team leader/supervisors have different pay scales, as shown below.
| Call Center Supervisor | Team Leader/Supervisor | |
| Average salary | $35,300 | $50,841 |
| Salary range | Between $23,000 And $53,000 | Between $32,000 And $79,000 |
| Highest paying City | New York, NY | New Bedford, MA |
| Highest paying state | Hawaii | Rhode Island |
| Best paying company | Spectrum | Nexteer Automotive |
| Best paying industry | Finance | - |
There are a few differences between a call center supervisor and a team leader/supervisor in terms of educational background:
| Call Center Supervisor | Team Leader/Supervisor | |
| Most common degree | Bachelor's Degree, 45% | Bachelor's Degree, 40% |
| 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 team leader/supervisors' demographics:
| Call Center Supervisor | Team Leader/Supervisor | |
| Average age | 47 | 47 |
| Gender ratio | Male, 39.9% Female, 60.1% | Male, 55.8% Female, 44.2% |
| 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, 10.2% Unknown, 4.7% Hispanic or Latino, 18.6% Asian, 5.2% White, 60.7% American Indian and Alaska Native, 0.6% |
| LGBT Percentage | 8% | 8% |