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The differences between contact center supervisors and unit supervisors can be seen in a few details. Each job has different responsibilities and duties. It typically takes 4-6 years to become both a contact center supervisor and a unit supervisor. Additionally, a unit supervisor has an average salary of $48,749, 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 unit supervisor are patients, corrective action, and social work.
| Contact Center Supervisor | Unit Supervisor | |
| Yearly salary | $42,217 | $48,749 |
| Hourly rate | $20.30 | $23.44 |
| Growth rate | - | 6% |
| Number of jobs | 76,165 | 37,120 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 43% | Bachelor's Degree, 55% |
| Average age | 47 | 47 |
| Years of experience | 6 | 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 unit supervisor oversees and supervises employees, ensuring that work operations adhere to standards, guidelines, timelines, and budget. Although the extent of their responsibilities depends on their industry or company of employment, they are typically in charge of conducting regular inspections and assessments, setting objectives and guidelines, delegating responsibilities among staff, and producing progress reports, submitting them to higher-ranking managers. Moreover, aside from leading teams to reach goals, a unit supervisor also trains new members of the workforce, provides technical support to staff, and resolves issues and concerns to maintain smooth operations.
Contact center supervisors and unit supervisors have different pay scales, as shown below.
| Contact Center Supervisor | Unit Supervisor | |
| Average salary | $42,217 | $48,749 |
| Salary range | Between $24,000 And $73,000 | Between $30,000 And $78,000 |
| Highest paying City | - | Olympia, WA |
| Highest paying state | - | Washington |
| Best paying company | - | Berkshire Hathaway |
| Best paying industry | - | Hospitality |
There are a few differences between a contact center supervisor and a unit supervisor in terms of educational background:
| Contact Center Supervisor | Unit Supervisor | |
| Most common degree | Bachelor's Degree, 43% | Bachelor's Degree, 55% |
| Most common major | Business | Business |
| Most common college | California State University - Bakersfield | California State University - Bakersfield |
Here are the differences between contact center supervisors' and unit supervisors' demographics:
| Contact Center Supervisor | Unit Supervisor | |
| Average age | 47 | 47 |
| Gender ratio | Male, 58.8% Female, 41.2% | Male, 51.6% Female, 48.4% |
| 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, 10.7% Unknown, 4.8% Hispanic or Latino, 18.1% Asian, 5.7% White, 60.2% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 8% | 8% |