Call centers are typically crowded workplaces that hire many customer service representatives or telemarketers to staff telephone lines. Call center workers who work on site, rather than telecommute and provide customer service from home stations, generally spend long periods sitting, typing, looking at a computer screen and assisting remote customers with problems or issues. Call center supervisors are responsible for managing, motivating, training and coaching these employees.
Call center supervisors are generally in charge of managing customer service representatives who take incoming phone calls from customers. The main part of this job entails supervising telephone calls and ensuring that employees meet their daily activity goals. Many call center supervisors are responsible for talking with irate customers who are not satisfied with the regular call center representative.
As of June 2011, the national median annual salary was around $44,000 for call center supervisors, according to Salary.com and Salary Wizard. The 25th percentile call center supervisors earn around $37,000 per year while the 75th percentile group can earn as much as 53,000 per year. These averages are based on years of experience, the type and amount of educational background and work location.
Bonuses and Benefits
Some call center supervisor salaries are dependent upon meeting daily, weekly and monthly sales quotas, as well as meeting retention rates, as call centers are notorious for turnover. According to PayScale, call center supervisor salaries may be comprised of a base rate, or hourly wage, along with bonuses, profit sharing and commission-earning opportunities. As of June 2011, call center supervisors could earn between $397 and almost $7,200 in bonuses per year. Some could make between $500 and $4,100 in company profit sharing plans. Others could earn between $990 and $12,000 per year in sales commissions.
Salaries and Locations
Call center supervisors who work in certain parts of the U.S. can earn more than their counterparts in other areas. For example, according to PayScale, call center supervisors in Texas can earn between $29,000 and $52,000 per year. Some states have average starting salaries for call center supervisors around $30,000. For example, the lowest average for California call center supervisors is $31,300 while the lowest average starting salary in Florida is $31,250. The top cap of average salaries also varies from state to state. Top earners in Ohio and New York can make around $60,000 per year while the top percentage in Florida, Minnesota and Pennsylvania only earn around $50,000 per year.