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The differences between contact center managers and program managers can be seen in a few details. Each job has different responsibilities and duties. Additionally, a program manager has an average salary of $96,084, 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 program manager are project management, program management, and oversight.
| Contact Center Manager | Program Manager | |
| Yearly salary | $57,880 | $96,084 |
| Hourly rate | $27.83 | $46.19 |
| Growth rate | 6% | 12% |
| Number of jobs | 117,401 | 197,556 |
| Job satisfaction | - | 5 |
| Most common degree | Bachelor's Degree, 60% | Bachelor's Degree, 66% |
| Average age | 47 | 47 |
| Years of experience | - | - |
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.
A program manager is responsible for monitoring the project's progress, improving and developing new strategies, and coordinate various projects across the organization to ensure the success of the business objective. Program managers also manage the program's expenses, ensuring that the projects adhere to the budget goals without compromising the quality and accuracy of the result. A program manager should regularly connect with the different teams of every project under the program to keep track of the processes and procedures for the timely delivery of the product.
Contact center managers and program managers have different pay scales, as shown below.
| Contact Center Manager | Program Manager | |
| Average salary | $57,880 | $96,084 |
| Salary range | Between $28,000 And $119,000 | Between $65,000 And $141,000 |
| Highest paying City | New York, NY | San Francisco, CA |
| Highest paying state | New Jersey | California |
| Best paying company | Capgemini | Meta |
| Best paying industry | - | Technology |
There are a few differences between a contact center manager and a program manager in terms of educational background:
| Contact Center Manager | Program Manager | |
| Most common degree | Bachelor's Degree, 60% | Bachelor's Degree, 66% |
| Most common major | Business | Business |
| Most common college | University of Pennsylvania | University of Pennsylvania |
Here are the differences between contact center managers' and program managers' demographics:
| Contact Center Manager | Program Manager | |
| Average age | 47 | 47 |
| Gender ratio | Male, 50.7% Female, 49.3% | Male, 52.9% Female, 47.1% |
| 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, 7.6% Unknown, 4.7% Hispanic or Latino, 12.7% Asian, 8.9% White, 65.5% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 10% | 10% |