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The differences between customer service-call center managers and senior 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 senior customer service representative takes usually requires 6-12 months. Additionally, a senior customer service representative has an average salary of $35,008, 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 senior customer service representative are outbound calls, windows, and customer inquiries.
| Customer Service-Call Center Manager | Senior Customer Service Representative | |
| Yearly salary | $33,476 | $35,008 |
| Hourly rate | $16.09 | $16.83 |
| Growth rate | 6% | -4% |
| Number of jobs | 189,413 | 187,517 |
| Job satisfaction | - | - |
| Most common degree | High School Diploma, 31% | Bachelor's Degree, 46% |
| 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 senior customer service representative specializes in communicating with clients and providing them with the needed assistance. Aside from responding to calls and inquiries, a senior customer service representative must also perform basic administrative support tasks such as producing reports and necessary documentation, updating the database, and maintaining correspondence. With years of extensive expertise and knowledge, they are also responsible for leading and supervising a team of customer service representatives, all in the joint effort to secure customer satisfaction and reach sales targets.
Customer service-call center managers and senior customer service representatives have different pay scales, as shown below.
| Customer Service-Call Center Manager | Senior Customer Service Representative | |
| Average salary | $33,476 | $35,008 |
| Salary range | Between $27,000 And $40,000 | Between $28,000 And $42,000 |
| Highest paying City | Wallingford, CT | Oxnard, CA |
| Highest paying state | Connecticut | Massachusetts |
| Best paying company | CENTER FOR SIGHT | Bayer |
| Best paying industry | Telecommunication | Technology |
There are a few differences between a customer service-call center manager and a senior customer service representative in terms of educational background:
| Customer Service-Call Center Manager | Senior Customer Service Representative | |
| Most common degree | High School Diploma, 31% | Bachelor's Degree, 46% |
| Most common major | Business | Business |
| Most common college | University of Pennsylvania | - |
Here are the differences between customer service-call center managers' and senior customer service representatives' demographics:
| Customer Service-Call Center Manager | Senior Customer Service Representative | |
| Average age | 44 | 40 |
| Gender ratio | Male, 29.3% Female, 70.7% | Male, 28.9% Female, 71.1% |
| 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, 11.7% Unknown, 5.3% Hispanic or Latino, 19.9% Asian, 7.0% White, 55.5% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 10% | 7% |