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The differences between customer service managers and customer service-call 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 manager and a customer service-call center manager. Additionally, a customer service manager has an average salary of $61,487, 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 manager include strong customer service, payroll and customer satisfaction. The most important skills for a customer service-call center manager are inbound calls, data entry, and customer care.
| Customer Service Manager | Customer Service-Call Center Manager | |
| Yearly salary | $61,487 | $33,476 |
| Hourly rate | $29.56 | $16.09 |
| Growth rate | 6% | 6% |
| Number of jobs | 313,110 | 189,413 |
| Job satisfaction | 5 | - |
| Most common degree | Bachelor's Degree, 46% | High School Diploma, 31% |
| Average age | 44 | 44 |
| Years of experience | 6 | 6 |
Customer service managers are in charge of overseeing a group of customer service associates. They ensure that key metrics are met by the employees. These metrics usually include average handling time and customer satisfaction ratings. They also give coaching to employees who might need additional guidance in reaching team goals. Customer service managers are expected to have had experience on the operations floor to balance their role as a strategic leader and a people manager. They should have customer service skills, decision-making skills, and communication skills.
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.
Customer service managers and customer service-call center managers have different pay scales, as shown below.
| Customer Service Manager | Customer Service-Call Center Manager | |
| Average salary | $61,487 | $33,476 |
| Salary range | Between $35,000 And $105,000 | Between $27,000 And $40,000 |
| Highest paying City | Washington, DC | Wallingford, CT |
| Highest paying state | New Jersey | Connecticut |
| Best paying company | KLA | CENTER FOR SIGHT |
| Best paying industry | Manufacturing | Telecommunication |
There are a few differences between a customer service manager and a customer service-call center manager in terms of educational background:
| Customer Service Manager | Customer Service-Call Center Manager | |
| Most common degree | Bachelor's Degree, 46% | High School Diploma, 31% |
| Most common major | Business | Business |
| Most common college | University of Pennsylvania | University of Pennsylvania |
Here are the differences between customer service managers' and customer service-call center managers' demographics:
| Customer Service Manager | Customer Service-Call Center Manager | |
| Average age | 44 | 44 |
| Gender ratio | Male, 37.0% Female, 63.0% | Male, 29.3% Female, 70.7% |
| Race ratio | Black or African American, 6.3% Unknown, 4.3% Hispanic or Latino, 15.5% Asian, 6.4% White, 67.0% American Indian and Alaska Native, 0.5% | 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% |
| LGBT Percentage | 10% | 10% |