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The differences between customer service-call center managers and customer service team leads can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 4-6 years to become a customer service-call center manager, becoming a customer service team lead takes usually requires 6-12 months. Additionally, a customer service team lead has an average salary of $36,623, 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 team lead are HR, inbound calls, and product knowledge.
| Customer Service-Call Center Manager | Customer Service Team Lead | |
| Yearly salary | $33,476 | $36,623 |
| Hourly rate | $16.09 | $17.61 |
| Growth rate | 6% | -4% |
| Number of jobs | 189,413 | 249,105 |
| Job satisfaction | - | - |
| Most common degree | High School Diploma, 31% | Bachelor's Degree, 42% |
| Average age | 44 | 40 |
| Years of experience | 6 | 12 |
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 team lead is responsible for managing a group of customer service agents. They monitor their tasks and productivity and report the team's performance to senior management. A customer service team lead provides coaching opportunities for the agents, identifies their challenges, and creates strategic procedures for them. Customer service team leads also respond to customers' inquiries, resolve high-level complaints immediately, and maintain the highest customer satisfaction to build the company's good reputation, generate revenues, and increase profitability.
Customer service-call center managers and customer service team leads have different pay scales, as shown below.
| Customer Service-Call Center Manager | Customer Service Team Lead | |
| Average salary | $33,476 | $36,623 |
| Salary range | Between $27,000 And $40,000 | Between $28,000 And $47,000 |
| Highest paying City | Wallingford, CT | Baltimore, MD |
| Highest paying state | Connecticut | Rhode Island |
| Best paying company | CENTER FOR SIGHT | Santander Bank |
| Best paying industry | Telecommunication | Insurance |
There are a few differences between a customer service-call center manager and a customer service team lead in terms of educational background:
| Customer Service-Call Center Manager | Customer Service Team Lead | |
| Most common degree | High School Diploma, 31% | Bachelor's Degree, 42% |
| Most common major | Business | Business |
| Most common college | University of Pennsylvania | - |
Here are the differences between customer service-call center managers' and customer service team leads' demographics:
| Customer Service-Call Center Manager | Customer Service Team Lead | |
| Average age | 44 | 40 |
| Gender ratio | Male, 29.3% Female, 70.7% | Male, 35.2% Female, 64.8% |
| 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, 12.0% Unknown, 5.3% Hispanic or Latino, 20.1% Asian, 6.9% White, 55.0% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 10% | 7% |