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Call centre manager : Salary and conditions

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Case studies

  • First posts with managerial responsibility tend to be at senior adviser or team leader level with a salary ranging between £17,000 and £26,000.
  • At manager level, salaries vary widely between £20,000 and £60,000. Senior level salaries tend to have bonuses and other benefits attached.
  • Salaries vary greatly according to the location, size (usually measured in 'seats') and type of call centre (financial, cold selling, public service, educational etc).
  • Working hours regularly include unsocial hours, particularly in the early stages of a career. Some call centres may operate usual office hours but others may open up to 24 hours a day, 365 days per year. Some target clients abroad in different time zones. It is common to be required to work additional hours/overtime at management level to enable representatives of the management team to be present on a rota basis throughout the call centre's opening hours.
  • Jobs are often in large, open offices that may be noisy and fast-paced. As technology advances, the virtual call centre is also developing, creating opportunities for staff to work from home. Product experts may be on-call, creating new challenges for managerial staff. Call centres may be scaled up and down to accommodate seasonal fluctuation. It is the call centre manager's responsibility to optimise the workforce during this time.
  • Job share posts are available. Freelance and consultancy work in staff training or project management is available for experienced call centre managers.
  • The dramatic growth of call centres has slowed with the increase in out-sourcing to other countries, but promotion prospects in call centre management are excellent as it is still a large industry.
  • Dress code tends to be smart, with a requirement to wear suits and formal clothing once on the management team, though call centre operatives tend to wear smart/casual clothes. Uniforms are not usually required.
  • The role may be stressful. The majority of call centres are target-driven and certain results are expected.
  • Travel within the working day and overseas work and travel are uncommon, as is absence from home overnight. Some managers may be seconded to other sites to set up operations or work on a large-scale project for the company, and this may involve working away from home.
 
AGCAS
Written by AGCAS editors
Date: 
September 2010
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