Supervisor/Manager pay differentials

[Linda Johnson]

I am interested in hearing how other call centers determine supervisor/manager pay differentials. Our call center handles inbound customer service and order entry. Our supervisors have approximately 15 representatives reporting to them. They handle day-to-day coaching/mentoring, minor personnel issues, work-flow and monitoring of dept. statistics. They are hourly employees with no commission structure. I am interested in finding out whether or not we are competitive in this area.

[VADIR]

What are the salary ranges for supervisors & managers within your organizatgion?

The rate of pay and salary versus hourly often depends on the industry and the organization. The ability to promote from within also dictates salary ranges to a degree.

[Linda Johnson]

Starting is approx. 23k/year w full benefits at an entry level. We are located in a rural area in the upper MidWest. Supervisors receive an additional $1/hr, mgrs $3/hr and we promote from within.

[VADIR]

For clarification, your new hire call agents receive 23k per year w/ benefits, supervisors receive roughly 24k per year w/ benefits, and managers receive about 29k per year w/ benefits?

Your entry level pay seems on par for a tech call agent position, but the supervisor and manager pay seems a bit low * (given the details provided in your initial e-mail). You mentioned you promoted from within, which qualifies the identified deviation.

[Michcall]

Your supervisor/manager salary seems low to me as well, however if you have luck promoting/keeping them at those levels then it's not an issue. If you see attrition or disgruntled employees then it's probably time to review.

Salary.com provides some broad comparisons, but it's difficult to use that data as the benchmark because job descriptions may not be comparable. We start supervisor at around $28K w/ benefits, although I will admit that promoting from within causes us challenges to get them there immediately. I would have to say that $1/hr to take on supervisor responsibilities doesn't seem like much incentive, especially if they lose commission or other financial incentives tied to phone work.

Managers in the mid-thirties, although the definition and scope of "manager" drives that salary. If managers have client responsibility, financial accountability, sales activities, etc. that salary goes up. If they are a site manager with multiple manager reporting to them, then it's also a different scale.