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The differences between customer service-call center managers and service center 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 service center manager. Additionally, a service center manager has an average salary of $40,821, 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 service center manager are OSHA, LTL, and payroll.
| Customer Service-Call Center Manager | Service Center Manager | |
| Yearly salary | $33,476 | $40,821 |
| Hourly rate | $16.09 | $19.63 |
| Growth rate | 6% | 6% |
| Number of jobs | 189,413 | 319,460 |
| Job satisfaction | - | - |
| Most common degree | High School Diploma, 31% | Bachelor's Degree, 61% |
| 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.
A service center manager is responsible for managing staff performance and monitoring the efficiency of service operations to provide the highest customer satisfaction according to business functions and requirements. Service center managers strategize techniques to maximize operational productivity and identifying cost-reduction procedures with high-quality deliverables. They also negotiate contracts with suppliers, as well as meeting with potential clients to discuss business services, generating more revenue resources to maintain the company's financial stability and performance in the market.
Customer service-call center managers and service center managers have different pay scales, as shown below.
| Customer Service-Call Center Manager | Service Center Manager | |
| Average salary | $33,476 | $40,821 |
| Salary range | Between $27,000 And $40,000 | Between $30,000 And $54,000 |
| Highest paying City | Wallingford, CT | Syracuse, NY |
| Highest paying state | Connecticut | Rhode Island |
| Best paying company | CENTER FOR SIGHT | Capgemini |
| Best paying industry | Telecommunication | Energy |
There are a few differences between a customer service-call center manager and a service center manager in terms of educational background:
| Customer Service-Call Center Manager | Service Center Manager | |
| Most common degree | High School Diploma, 31% | Bachelor's Degree, 61% |
| 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 service center managers' demographics:
| Customer Service-Call Center Manager | Service Center Manager | |
| Average age | 44 | 44 |
| Gender ratio | Male, 29.3% Female, 70.7% | Male, 73.6% Female, 26.4% |
| 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, 6.2% Unknown, 4.3% Hispanic or Latino, 15.4% Asian, 6.4% White, 67.1% American Indian and Alaska Native, 0.5% |
| LGBT Percentage | 10% | 10% |