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The differences between contact center managers and managers can be seen in a few details. Each job has different responsibilities and duties. Additionally, a manager has an average salary of $58,651, 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 manager are customer service, payroll, and food safety.
| Contact Center Manager | Manager | |
| Yearly salary | $57,880 | $58,651 |
| Hourly rate | $27.83 | $28.20 |
| Growth rate | 6% | 6% |
| Number of jobs | 117,401 | 1,236,194 |
| Job satisfaction | - | 4.57 |
| Most common degree | Bachelor's Degree, 60% | Bachelor's Degree, 49% |
| 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.
Managers are responsible for a specific department, function, or employee group. They oversee their assigned departments and all the employees under the department. Managers are responsible that the department they are handling is functioning well. They set the department goals and the steps they must take to achieve the goals. They are also in charge of assessing the performance of their departments and their employees. Additionally, managers are responsible for interviewing prospective candidates for department vacancies and assessing their fit to the needs of the department. Managers also set the general working environment in the department, and they are expected to ensure that their employees remain motivated.
Contact center managers and managers have different pay scales, as shown below.
| Contact Center Manager | Manager | |
| Average salary | $57,880 | $58,651 |
| Salary range | Between $28,000 And $119,000 | Between $37,000 And $92,000 |
| Highest paying City | New York, NY | - |
| Highest paying state | New Jersey | New Jersey |
| Best paying company | Capgemini | - |
| Best paying industry | - | Finance |
There are a few differences between a contact center manager and a manager in terms of educational background:
| Contact Center Manager | Manager | |
| Most common degree | Bachelor's Degree, 60% | Bachelor's Degree, 49% |
| Most common major | Business | Business |
| Most common college | University of Pennsylvania | University of Pennsylvania |
Here are the differences between contact center managers' and managers' demographics:
| Contact Center Manager | Manager | |
| Average age | 47 | 44 |
| Gender ratio | Male, 50.7% Female, 49.3% | Male, 51.0% Female, 49.0% |
| 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% |