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The differences between customer service-call center managers and lead customer service representatives 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 lead customer service representative takes usually requires 6-12 months. Additionally, a lead customer service representative has an average salary of $36,097, 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 lead customer service representative are cleanliness, cash handling, and inventory control.
| Customer Service-Call Center Manager | Lead Customer Service Representative | |
| Yearly salary | $33,476 | $36,097 |
| Hourly rate | $16.09 | $17.35 |
| Growth rate | 6% | -4% |
| Number of jobs | 189,413 | 192,052 |
| Job satisfaction | - | - |
| Most common degree | High School Diploma, 31% | Bachelor's Degree, 33% |
| 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 lead customer service representative is responsible for managing a group of customer service staff to assist in daily operations and help with customer issues. Lead customer service representatives manage high-level customer complaints and provide immediate resolution and disputes. They implement strategies to ensure customer satisfaction, increase productivity, and achieve profitability goals. A lead customer service representative handles escalation and evaluates team member's performance. A lead customer service representative must have excellent communication and leadership skills to supervise the team and support the business' improvement plans.
Customer service-call center managers and lead customer service representatives have different pay scales, as shown below.
| Customer Service-Call Center Manager | Lead Customer Service Representative | |
| Average salary | $33,476 | $36,097 |
| Salary range | Between $27,000 And $40,000 | Between $22,000 And $58,000 |
| Highest paying City | Wallingford, CT | Goldsboro, NC |
| Highest paying state | Connecticut | New York |
| Best paying company | CENTER FOR SIGHT | IBM |
| Best paying industry | Telecommunication | Insurance |
There are a few differences between a customer service-call center manager and a lead customer service representative in terms of educational background:
| Customer Service-Call Center Manager | Lead Customer Service Representative | |
| Most common degree | High School Diploma, 31% | Bachelor's Degree, 33% |
| Most common major | Business | Business |
| Most common college | University of Pennsylvania | - |
Here are the differences between customer service-call center managers' and lead customer service representatives' demographics:
| Customer Service-Call Center Manager | Lead Customer Service Representative | |
| Average age | 44 | 40 |
| Gender ratio | Male, 29.3% Female, 70.7% | Male, 32.1% Female, 67.9% |
| 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, 11.8% Unknown, 5.4% Hispanic or Latino, 21.2% Asian, 6.3% White, 54.6% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 10% | 7% |