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The differences between contact center managers and customer service managers can be seen in a few details. Each job has different responsibilities and duties. Additionally, a customer service manager has an average salary of $61,487, which is higher than the $57,880 average annual salary of a contact center manager.
The top three skills for a contact center manager include professional development, IVR and project management. The most important skills for a customer service manager are strong customer service, payroll, and customer satisfaction.
| Contact Center Manager | Customer Service Manager | |
| Yearly salary | $57,880 | $61,487 |
| Hourly rate | $27.83 | $29.56 |
| Growth rate | 6% | 6% |
| Number of jobs | 117,401 | 313,110 |
| Job satisfaction | - | 5 |
| Most common degree | Bachelor's Degree, 60% | Bachelor's Degree, 46% |
| Average age | 47 | 44 |
| Years of experience | - | 6 |
A contact center manager is responsible for supervising and assisting the contact center staff in providing the highest customer service by responding to customers' inquiries and concerns and resolving their complaints. Contact center managers monitor the staff's performance and efficiency and strategize techniques to increase productivity and customer relations. They also provide regular coaching to identify the team members' strengths and weaknesses and to customize individual plans to reach goals and objectives. A contact center manager must have excellent communication and leadership skills, especially in encouraging the team to achieve maximum efforts and development.
Customer service managers are in charge of overseeing a group of customer service associates. They ensure that key metrics are met by the employees. These metrics usually include average handling time and customer satisfaction ratings. They also give coaching to employees who might need additional guidance in reaching team goals. Customer service managers are expected to have had experience on the operations floor to balance their role as a strategic leader and a people manager. They should have customer service skills, decision-making skills, and communication skills.
Contact center managers and customer service managers have different pay scales, as shown below.
| Contact Center Manager | Customer Service Manager | |
| Average salary | $57,880 | $61,487 |
| Salary range | Between $28,000 And $119,000 | Between $35,000 And $105,000 |
| Highest paying City | New York, NY | Washington, DC |
| Highest paying state | New Jersey | New Jersey |
| Best paying company | Capgemini | KLA |
| Best paying industry | - | Manufacturing |
There are a few differences between a contact center manager and a customer service manager in terms of educational background:
| Contact Center Manager | Customer Service Manager | |
| Most common degree | Bachelor's Degree, 60% | Bachelor's Degree, 46% |
| Most common major | Business | Business |
| Most common college | University of Pennsylvania | University of Pennsylvania |
Here are the differences between contact center managers' and customer service managers' demographics:
| Contact Center Manager | Customer Service Manager | |
| Average age | 47 | 44 |
| Gender ratio | Male, 50.7% Female, 49.3% | Male, 37.0% Female, 63.0% |
| Race ratio | Black or African American, 7.6% Unknown, 4.7% Hispanic or Latino, 12.7% Asian, 8.9% White, 65.4% American Indian and Alaska Native, 0.7% | Black or African American, 6.3% Unknown, 4.3% Hispanic or Latino, 15.5% Asian, 6.4% White, 67.0% American Indian and Alaska Native, 0.5% |
| LGBT Percentage | 10% | 10% |