Center supervisor vs call center manager

The differences between center supervisors and call center managers can be seen in a few details. Each job has different responsibilities and duties. Additionally, a center supervisor has an average salary of $39,359, which is higher than the $37,614 average annual salary of a call center manager.

The top three skills for a center supervisor include develop recommendations, OSHA and professional work. The most important skills for a call center manager are strong customer service, customer satisfaction, and call center management.

Center supervisor vs call center manager overview

	Center Supervisor	Call Center Manager
Yearly salary	$39,359	$37,614
Hourly rate	$18.92	$18.08
Growth rate	6%	6%
Number of jobs	99,942	123,791
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 58%	Bachelor's Degree, 60%
Average age	47	47
Years of experience	6	-

What does a center supervisor do?

A call center supervisor is also called a contact center supervisor. Generally, supervisors take charge of handling call centers. They plan and enforce the strategies of the call center to ensure corporate goal compliance. Their duties involve setting performance and deadline goals and making sure that employees have a better understanding of their delegated tasks and duties. To become a good supervisor, one must develop skills in communication, mentorship, time management, adaptability, and decision-making.

What does a call center manager do?

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.

Center supervisor vs call center manager salary

Center supervisors and call center managers have different pay scales, as shown below.

	Center Supervisor	Call Center Manager
Average salary	$39,359	$37,614
Salary range	Between $27,000 And $56,000	Between $23,000 And $60,000
Highest paying City	New York, NY	Baltimore, MD
Highest paying state	New York	Maryland
Best paying company	Gannett Fleming	Scantron
Best paying industry	Telecommunication	Technology

Differences between center supervisor and call center manager education

There are a few differences between a center supervisor and a call center manager in terms of educational background:

	Center Supervisor	Call Center Manager
Most common degree	Bachelor's Degree, 58%	Bachelor's Degree, 60%
Most common major	Business	Business
Most common college	California State University - Bakersfield	University of Pennsylvania

Center supervisor vs call center manager demographics

Here are the differences between center supervisors' and call center managers' demographics:

	Center Supervisor	Call Center Manager
Average age	47	47
Gender ratio	Male, 54.1% Female, 45.9%	Male, 52.6% Female, 47.4%
Race ratio	Black or African American, 9.9% Unknown, 4.8% Hispanic or Latino, 18.7% Asian, 5.5% White, 60.5% 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%

Differences between center supervisor and call center manager duties and responsibilities

Center supervisor example responsibilities.

Create reports to manage quality, production, error tracking, attendance & other KPIs.
Manage outbound scheduling of all line hauls to include courier, grind, and LTL shipments, and billing.
Assist in achieving and maintaining DoD certification and national accreditation equivalent.
Position and manage ammunition and weapon systems to ensure maximum economy of force.
Lead comprehensive training for each new volunteer or court-mandate worker regarding OSHA regulations and warehouse procedure.
Meet company KPIs for product quality.

Call center manager example responsibilities.

Lead the project to upgrade the WFM system to the current vendor version.
Evaluate phone activity and trends for CMS staffing and re-training, and manage WFM, CTI and CRM implementation.
Manage remote locations to ensure SLA's & KPI's are met within parameters of 3rd party contract (s).
Monitor and manage each team member's performance metric goals to ensure alignment with business processes and external client SLA expectations.
Accomplish Medicare standards with qualitative and quantitative measures.
Manage quality improvement initiatives for areas of responsibility and ensure compliance with ISO indicators and other mandate standards.

Center supervisor vs call center manager skills

Common center supervisor skills

Develop Recommendations, 13%
OSHA, 7%
Professional Work, 7%
Patients, 6%
Employee Training, 5%
Performance Evaluations, 5%

Common call center manager skills

Strong Customer Service, 17%
Customer Satisfaction, 7%
Call Center Management, 4%
Process Improvement, 4%
Center Management, 4%
Payroll, 4%

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Center Supervisor
Center Supervisor vs Call Center Manager

Updated January 8, 2025

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