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The differences between call center supervisors and unit 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 unit supervisor. Additionally, a unit supervisor has an average salary of $48,749, 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 unit supervisor are patients, corrective action, and social work.
| Call Center Supervisor | Unit Supervisor | |
| Yearly salary | $35,300 | $48,749 |
| Hourly rate | $16.97 | $23.44 |
| Growth rate | 6% | 6% |
| Number of jobs | 217,633 | 37,120 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 45% | Bachelor's Degree, 55% |
| 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 unit supervisor oversees and supervises employees, ensuring that work operations adhere to standards, guidelines, timelines, and budget. Although the extent of their responsibilities depends on their industry or company of employment, they are typically in charge of conducting regular inspections and assessments, setting objectives and guidelines, delegating responsibilities among staff, and producing progress reports, submitting them to higher-ranking managers. Moreover, aside from leading teams to reach goals, a unit supervisor also trains new members of the workforce, provides technical support to staff, and resolves issues and concerns to maintain smooth operations.
Call center supervisors and unit supervisors have different pay scales, as shown below.
| Call Center Supervisor | Unit Supervisor | |
| Average salary | $35,300 | $48,749 |
| Salary range | Between $23,000 And $53,000 | Between $30,000 And $78,000 |
| Highest paying City | New York, NY | Olympia, WA |
| Highest paying state | Hawaii | Washington |
| Best paying company | Spectrum | Berkshire Hathaway |
| Best paying industry | Finance | Hospitality |
There are a few differences between a call center supervisor and a unit supervisor in terms of educational background:
| Call Center Supervisor | Unit Supervisor | |
| Most common degree | Bachelor's Degree, 45% | Bachelor's Degree, 55% |
| 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 unit supervisors' demographics:
| Call Center Supervisor | Unit Supervisor | |
| Average age | 47 | 47 |
| Gender ratio | Male, 39.9% Female, 60.1% | Male, 51.6% Female, 48.4% |
| 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, 10.7% Unknown, 4.8% Hispanic or Latino, 18.1% Asian, 5.7% White, 60.2% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 8% | 8% |