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The differences between customer service-call center managers and line managers 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 line manager. Additionally, a line manager has an average salary of $56,406, 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 line manager are client facing, continuous improvement, and service line.
| Customer Service-Call Center Manager | Line Manager | |
| Yearly salary | $33,476 | $56,406 |
| Hourly rate | $16.09 | $27.12 |
| Growth rate | 6% | 6% |
| Number of jobs | 189,413 | 369,491 |
| Job satisfaction | - | - |
| Most common degree | High School Diploma, 31% | Bachelor's Degree, 56% |
| Average age | 44 | 44 |
| 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.
As line managers, they oversee other employees and the business operations while reporting to a higher manager. They play a significant role in the operation of the business from supervising and managing workers daily and acting as a link to upper management and employees. It is part of their responsibility to recruit and hire talent to fill team positions, provide training and learning to new hires, and ensuring that the employees are doing their jobs effectively and efficiently.
Customer service-call center managers and line managers have different pay scales, as shown below.
| Customer Service-Call Center Manager | Line Manager | |
| Average salary | $33,476 | $56,406 |
| Salary range | Between $27,000 And $40,000 | Between $27,000 And $116,000 |
| Highest paying City | Wallingford, CT | New Brunswick, NJ |
| Highest paying state | Connecticut | New Jersey |
| Best paying company | CENTER FOR SIGHT | Microsoft |
| Best paying industry | Telecommunication | - |
There are a few differences between a customer service-call center manager and a line manager in terms of educational background:
| Customer Service-Call Center Manager | Line Manager | |
| Most common degree | High School Diploma, 31% | Bachelor's Degree, 56% |
| Most common major | Business | Business |
| Most common college | University of Pennsylvania | University of Pennsylvania |
Here are the differences between customer service-call center managers' and line managers' demographics:
| Customer Service-Call Center Manager | Line Manager | |
| Average age | 44 | 44 |
| Gender ratio | Male, 29.3% Female, 70.7% | Male, 64.7% Female, 35.3% |
| 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, 6.1% Unknown, 4.3% Hispanic or Latino, 14.9% Asian, 6.3% White, 67.9% American Indian and Alaska Native, 0.5% |
| LGBT Percentage | 10% | 10% |