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The differences between customer service-call center managers and customer service 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 customer service-call center manager and a customer service supervisor. Additionally, a customer service supervisor has an average salary of $38,792, which is higher than the $33,476 average annual salary of a customer service-call center manager.
The top three skills for a customer service-call center manager include inbound calls, data entry and customer care. The most important skills for a customer service supervisor are strong customer service, customer care, and customer support.
| Customer Service-Call Center Manager | Customer Service Supervisor | |
| Yearly salary | $33,476 | $38,792 |
| Hourly rate | $16.09 | $18.65 |
| Growth rate | 6% | -4% |
| Number of jobs | 189,413 | 233,004 |
| Job satisfaction | - | - |
| Most common degree | High School Diploma, 31% | Bachelor's Degree, 44% |
| Average age | 44 | 47 |
| Years of experience | 6 | 6 |
A customer service/call center manager is responsible for monitoring the operations of a call center department, ensuring that the team members provide excellent customer service to the clients by responding quickly to their inquiries and concerns and providing immediate resolutions for complaints. Customer service/call center managers keep track of the staff's performance, analyzing metrics, and developing strategies to maximize productivity. They also assist the representatives in handling difficult calls and escalated complaints, authorizing refunds, and replacing products as needed. To perform these tasks, a customer service/call center manager must have excellent leadership and communication skills.
A customer service supervisor is responsible for directing the staff in providing the best services to the customers. Customer service supervisors' duties include evaluating the performance of the service staff, implementing strategic procedures to improve operations, developing promotional offers and products to increase the business' revenues, keeping documents of operation records, and assisting with customer's inquiries and complaints. A customer service supervisor must have exceptional leadership and decision-making skills to lead the service staff with daily operations.
Customer service-call center managers and customer service supervisors have different pay scales, as shown below.
| Customer Service-Call Center Manager | Customer Service Supervisor | |
| Average salary | $33,476 | $38,792 |
| Salary range | Between $27,000 And $40,000 | Between $27,000 And $53,000 |
| Highest paying City | Wallingford, CT | New York, NY |
| Highest paying state | Connecticut | Maryland |
| Best paying company | CENTER FOR SIGHT | Schneider Electric Industrial Services |
| Best paying industry | Telecommunication | Finance |
There are a few differences between a customer service-call center manager and a customer service supervisor in terms of educational background:
| Customer Service-Call Center Manager | Customer Service Supervisor | |
| Most common degree | High School Diploma, 31% | Bachelor's Degree, 44% |
| Most common major | Business | Business |
| Most common college | University of Pennsylvania | California State University - Bakersfield |
Here are the differences between customer service-call center managers' and customer service supervisors' demographics:
| Customer Service-Call Center Manager | Customer Service Supervisor | |
| Average age | 44 | 47 |
| Gender ratio | Male, 29.3% Female, 70.7% | Male, 34.9% Female, 65.1% |
| Race ratio | Black or African American, 6.3% Unknown, 4.3% Hispanic or Latino, 15.4% Asian, 6.4% White, 67.1% American Indian and Alaska Native, 0.5% | Black or African American, 10.0% Unknown, 4.7% Hispanic or Latino, 19.0% Asian, 5.3% White, 60.4% American Indian and Alaska Native, 0.6% |
| LGBT Percentage | 10% | 8% |