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The differences between contact center supervisors and call center agents can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 4-6 years to become a contact center supervisor, becoming a call center agent takes usually requires 6-12 months. Additionally, a contact center supervisor has an average salary of $42,217, which is higher than the $31,180 average annual salary of a call center agent.
The top three skills for a contact center supervisor include patients, corrective action and direct reports. The most important skills for a call center agent are customer service, strong customer service, and data entry.
| Contact Center Supervisor | Call Center Agent | |
| Yearly salary | $42,217 | $31,180 |
| Hourly rate | $20.30 | $14.99 |
| Growth rate | - | -4% |
| Number of jobs | 76,165 | 131,722 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 43% | High School Diploma, 35% |
| Average age | 47 | 40 |
| Years of experience | 6 | 12 |
A contact center supervisor is responsible for monitoring the performance of contact center representatives, ensuring that they provide the best customer service by handling the customers' inquiries and concerns and resolving complaints timely and efficiently. Contact center supervisors train new representatives and coaching the team regularly to improve their customer service skills, identify areas of improvement, and develop strategic procedures to address those difficulties. They also conduct training and programs to maximize the representatives' productivity in the production area.
A call center agent is responsible for answering calls and assisting clients by responding to inquiries. They also handle complaints and resolve issues, troubleshoot errors, and process applications. The tasks of a call center agent will vary on the directives of supervisors. There are instances when they must make calls to gather or give information, sell products, and discuss a particular subject. Furthermore, most of the duties take place in a team setting, which is why it is essential to coordinate with colleagues and adhere to the company's policies and regulations at all times.
Contact center supervisors and call center agents have different pay scales, as shown below.
| Contact Center Supervisor | Call Center Agent | |
| Average salary | $42,217 | $31,180 |
| Salary range | Between $24,000 And $73,000 | Between $23,000 And $41,000 |
| Highest paying City | - | New York, NY |
| Highest paying state | - | Minnesota |
| Best paying company | - | University of California, Berkeley |
| Best paying industry | - | Finance |
There are a few differences between a contact center supervisor and a call center agent in terms of educational background:
| Contact Center Supervisor | Call Center Agent | |
| Most common degree | Bachelor's Degree, 43% | High School Diploma, 35% |
| Most common major | Business | Business |
| Most common college | California State University - Bakersfield | - |
Here are the differences between contact center supervisors' and call center agents' demographics:
| Contact Center Supervisor | Call Center Agent | |
| Average age | 47 | 40 |
| Gender ratio | Male, 58.8% Female, 41.2% | Male, 30.8% Female, 69.2% |
| Race ratio | Black or African American, 10.8% Unknown, 4.7% Hispanic or Latino, 18.8% Asian, 5.3% White, 59.7% American Indian and Alaska Native, 0.6% | Black or African American, 12.1% Unknown, 5.4% Hispanic or Latino, 21.0% Asian, 5.9% White, 55.0% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 8% | 7% |