If you are finding it difficult to evaluate complex call center supervisor salaries, you are not alone.
Given that there are so many factors influencing supervisors’ salaries – such as geographical location, skill level, and number of working hours – there are a lot of details you must know.
But don’t worry, because we have the solution for you!
In this blog, I will provide a global perspective on call center supervisor salaries while highlighting the influential factors.
Cool. So, let’s get started!
What is the Role of a Call Center Supervisor?
The first question in your mind will be this:
What is a call center supervisor, and what is their job description?
A call center supervisor is appointed to handle and manage the day-to-day operations of a call center.
They play an important role in overseeing the team of customer service representatives and ensuring that the highest quality of service is provided to the client.
Still confused? Let’s take a look at an example.
Suppose you are a business owner and have outsourced services to an offshore call center.
I have mentioned two reasons why you can’t keep track of every agent-client interaction:
- You are mainly focused on core business operations
- The call center is based in a different geographical location
So, there must be a skilled and qualified agent tasked with overseeing the operations and ensuring that the KPIs are being met.
After all, the key point of outsourcing your services is to free up internal resources and time.
This is why the majority of well-established call centers hire a dedicated supervisor to:
- Make sure that agents meet the targets
- Handle key operations
- Supervise the client-agent communications
By assigning all these tasks to a dedicated supervisor, you can utilize the free team to focus on core business operations and manage the in-house teams.
So, what’s the result?
- Higher Customer Satisfaction Rate
- Higher Return on Investment
- Long-Lasting Customer Relationships
Overview of Call Center Supervisor Salary
Now that you are familiar with the role of a call center supervisor, it’s time to evaluate their approximate salaries.
For your convenience, I have divided this section into two parts:
1. Country-Wise Salaries
It’s no surprise that the average call center supervisor salary varies largely depending on the geographical location.
In the United States, a call center supervisor on average earns approximately $US 60,000 per year.
This means for each hour of duty, their account is credited with approximately $US 30.
On the other hand, salaries in most outsourcing center hubs in Asia are much lower.
For example, here is the average call center supervisor’s salary in some countries:
- Philippines: $US 7200 per year
- India: $2500 per year
- Pakistan: $US 2200 per year
- Bangladesh: $US 3000 per year
There are many reasons for fluctuations in supervisors’ salaries in different countries, such as cost of living, exchange rates, economic conditions, currency value, etc.
So what does this mean for your business?
The result of the above analysis is:
If you want to save costs, consider partnering with an outsourced call center in a developing country.
Just to give you a heads-up, HiredSupport offers exceptional call center services at an affordable rate of just $7 per hour.
Sounds compelling, doesn’t it?
2. Inbound vs Outbound Call Center Supervisor Salary
First things first: let’s try to differentiate between both terms.
Promise, I won’t bore you!
An inbound call center is responsible for attending calls from and resolving queries of new and existing customers.
On the flip side, an outbound call center is responsible for outgoing calls in order to persuade potential customers to avail of their service so that new leads are generated.
So, how do the salaries of supervisors vary in terms of the type of call center?
Simply put, there is not much difference between the average salaries of inbound and outbound call center supervisors.
Let’s consider their average salaries per year in the USA.
- An inbound call center supervisor earns on average $US 61,200.
- Meanwhile, the outbound call center supervisor’s salary is approximately $US 60,361.
Factors Affecting Call Center Supervisor Salary
There are a number of factors that influence the salary of a call center supervisor:
1. Geographical location of the Call Center
By now, you are aware that the call center’s location is arguably the biggest factor impacting the salary of a supervisor.
The supervisor’s salary not only varies from country to country, but in fact, different cities offer different salary packages as well.
This is because of variations in:
- Cost of Living
- Labor Cost
- Local Demand and Supply
- State laws
These are the call center supervisor’s salaries across different cities in the USA:
| Name of City | Average Salary of Call Center Supervisor |
| New York | $45,377 |
| Oklahoma City | $31,740 |
| Milwaukee | $40,180 |
| Miami | $41,313 |
| Los Angeles | $41,219 |
| Baltimore | $42,393 |
| Honolulu | $49,820 |
| San Franciso | $41,523 |
| San Diego | $41, 047 |
Before partnering with an outsourcing call center in the USA, you must keep these numbers in mind.
2. Supervisor’s Level of Experience
Another big factor in determining their salary is the supervisor’s experience and skill level.
A supervisor with many years of experience in the call center industry will be paid more than an entry-level supervisor.
Well, this shouldn’t come as a surprise to you.
Just for the sake of understanding this influential factor, in the USA, this is how much call center supervisors are paid as per their experience:
- An entry-level supervisor is paid $57,701 per year
- The salary of a supervisor with 1-2 years of experience is $58,037 per year
- The salary of a supervisor with 5+ years of experience is $59,716 per year
- The salary of a supervisor with 8+ years of experience is $60,793 per year
Simply put, the average salary of a call center supervisor with more than 8 years of experience is higher than someone starting his career as a supervisor.
3. The Size of the Call Center
Ask yourself this question:
If an experienced supervisor is looking for a handsome salary package, which of these call centers will he join?
- Newly Established Call Center: An emerging call center entering the industry.
- Mid-Level Call Center: A call center with 50–100 employees.
- Well-Established Call Center: A call center with over 200 employees
The last option looks the most viable for him, right?
But do keep this in mind:
Not every large call center outsourcing company offers high salaries – exceptions always exist.
However, for supervisors seeking better compensation, established call centers are a more favorable option.
This is because of the fact that:
- Established call centers have greater financial capabilities
- Supervisors in larger call centers manage more substantial teams
- Higher salaries help such call centers retain experienced employees.
4. Specialized Skills Lead to Higher Pay
A supervisor’s salary also varies depending on his skill set and expertise, not just his level of experience.
Let’s try to understand this by an example.
Suppose two supervisors, A and B, work in different call centers located in the same geographic area and have the same years of experience in the industry.
- A is supervising a team of agents in a call center providing software and technology-related services.
- B is employed in a call center that offers simple customer support services to potential clients.
Who do you think gets paid more at the end of the month?
The salary of Supervisor A is more likely to be higher in this context (once again, there might be exceptions)
I have two reasons to explain this scenario:
- Supervisor A’s ability to resolve complex software issues and comprehend technical specifications demands higher pay.
- Call centers handling sectors like IT often have higher profit margins. As a result, they can offer higher salaries to attract/ retain skilled supervisors.
Cutting to the chase, if a call center supervisor is seeking a higher salary package as a call center supervisor, they must have specialized skills.
If a supervisor has the ability to manage complex situations and has in-depth technical knowledge, they will command higher salaries.
You got the idea, right?
Conclusion
One of the main reasons why businesses outsource their services to a call center is cost optimization – surprise, surprise!.
This is why it’s important to research the call center’s overall cost structure, including supervisor salaries, to finalize your budget and make an informed decision
After all, every business owner wants to ensure a higher return on investment!
