Explore jobs
Find specific jobs
Explore careers
Explore professions
Best companies
Explore companies
The differences between contact center supervisors and contact center managers can be seen in a few details. Each job has different responsibilities and duties. Additionally, a contact center manager has an average salary of $57,880, which is higher than the $42,217 average annual salary of a contact center supervisor.
The top three skills for a contact center supervisor include patients, corrective action and direct reports. The most important skills for a contact center manager are professional development, IVR, and project management.
| Contact Center Supervisor | Contact Center Manager | |
| Yearly salary | $42,217 | $57,880 |
| Hourly rate | $20.30 | $27.83 |
| Growth rate | - | 6% |
| Number of jobs | 76,165 | 117,401 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 43% | Bachelor's Degree, 60% |
| Average age | 47 | 47 |
| Years of experience | 6 | - |
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 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.
Contact center supervisors and contact center managers have different pay scales, as shown below.
| Contact Center Supervisor | Contact Center Manager | |
| Average salary | $42,217 | $57,880 |
| Salary range | Between $24,000 And $73,000 | Between $28,000 And $119,000 |
| Highest paying City | - | New York, NY |
| Highest paying state | - | New Jersey |
| Best paying company | - | Capgemini |
| Best paying industry | - | - |
There are a few differences between a contact center supervisor and a contact center manager in terms of educational background:
| Contact Center Supervisor | Contact Center Manager | |
| Most common degree | Bachelor's Degree, 43% | Bachelor's Degree, 60% |
| Most common major | Business | Business |
| Most common college | California State University - Bakersfield | University of Pennsylvania |
Here are the differences between contact center supervisors' and contact center managers' demographics:
| Contact Center Supervisor | Contact Center Manager | |
| Average age | 47 | 47 |
| Gender ratio | Male, 58.8% Female, 41.2% | Male, 50.7% Female, 49.3% |
| 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, 7.6% Unknown, 4.7% Hispanic or Latino, 12.7% Asian, 8.9% White, 65.4% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 8% | 10% |