How To Become A Contact Center Manager: What It Is and Career Path

What is a contact center manager and how to become one

Updated January 8, 2025

4 min read

A contact center manager oversees a team of customer service representatives in a call center or contact center. They manage the day-to-day operations of the center, ensuring that all customer inquiries are handled efficiently and effectively. This includes monitoring call volume, analyzing call data, and providing feedback and coaching to reps to improve performance. As a leader, they are responsible for motivating and developing their team to ensure high levels of customer satisfaction.

ScoreContact Center ManagerUS Average

Salary

4.5

Avg. Salary $57,880

Avg. Salary $59,228

Stability level

8.0

Growth rate 6%

Growth rate 0.3%

Diversity

3.4

Race

American Indian and Alaska Native 0.66%

Asian 8.95%

Black or African American 7.59%

Hispanic or Latino 12.72%

Unknown 4.70%

White 65.39%

Gender

female 49.25%

male 50.75%

Age - 47

Race

American Indian and Alaska Native 3.00%

Asian 7.00%

Black or African American 14.00%

Hispanic or Latino 19.00%

White 57.00%

Gender

female 47.00%

male 53.00%

Age - 47

Stress level

8.0

Stress level is high

7.1 - high

Complexity level

1.8

Complexity level is simple

7 - challenging

Work life balance

6.2

Work life balance is fair

6.4 - fair

What are the pros and cons of being a contact center manager?

Pros

Competitive salary and benefits
Opportunity to improve customer service and satisfaction
Ability to analyze data and make data-driven decisions
Ability to provide coaching and development for team members
Opportunity to make a positive impact on the company's bottom line

Cons

High level of stress due to constant pressure to meet targets and goals
High employee turnover can lead to constant hiring and training
Limited flexibility in decision-making due to company policies and procedures
Difficulty balancing the needs of the company with the needs of employees and customers
Risk of burnout due to high workload and expectations

Key steps to become a contact center manager

Explore contact center manager education requirements

Most common contact center manager degrees

Bachelor's

59.8 %

Associate

17.4 %

High School Diploma

9.3 %

Start to develop specific contact center manager skills

Skills	Percentages
Professional Development	6.84%
IVR	6.77%
Project Management	6.01%
Center Management	5.01%
QA	4.87%

Research contact center manager duties and responsibilities

Maintain budget while achieving improve KPIs in phone, email and chat.
Manage a blend department utilizing comprehensive email, ACD, web and chat platforms.
Manage toll free routing network, Avaya administration, metrics, and facility relocations.
Lead cross-functional project team that streamline and refocuse scorable QA criteria on critical call components impacting student transfers.

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