What's the best call center career path for you?

1 Customer Service Representative

A customer service representative (CSR) is the frontline of any call center, handling inbound and outbound calls from customers, providing information, resolving issues, and ensuring satisfaction. A CSR needs to have excellent communication, listening, and problem-solving skills, as well as a positive attitude and a customer-oriented mindset. A CSR can work in various industries and sectors, such as retail, banking, insurance, healthcare, and more. A CSR can expect to earn an average of $14 per hour, according to ZipRecruiter.

2 Call Center Supervisor

A call center supervisor is responsible for managing a team of CSRs, monitoring their performance, providing feedback and coaching, and ensuring quality standards and goals are met. A call center supervisor also handles escalated calls, reports, and schedules, and liaises with other departments and stakeholders. A call center supervisor needs to have strong leadership, organizational, and analytical skills, as well as a solid knowledge of the call center operations and best practices. A call center supervisor can work in any industry that has a call center, and can expect to earn an average of $48,000 per year, according to ZipRecruiter.

3 Call Center Manager

A call center manager is in charge of overseeing the entire call center, including the supervisors, the CSRs, the budget, the technology, the policies, and the strategy. A call center manager also plans and implements improvements, initiatives, and projects to enhance the call center efficiency, effectiveness, and customer satisfaction. A call center manager needs to have extensive experience and expertise in call center administration, as well as strategic, financial, and operational skills. A call center manager can work in any industry that has a call center, and can expect to earn an average of $65,000 per year, according to ZipRecruiter.

4 Call Center Analyst

A call center analyst is a specialist who collects, analyzes, and interprets data from the call center, such as call volume, call duration, call quality, customer feedback, and agent performance. A call center analyst also creates reports, dashboards, and recommendations to help the call center manager and supervisors make informed decisions and optimize the call center processes and outcomes. A call center analyst needs to have advanced skills in data analysis, statistics, and software tools, such as Excel, SQL, and CRM systems. A call center analyst can work in any industry that has a call center, and can expect to earn an average of $50,000 per year, according to ZipRecruiter.

5 Call Center Trainer

A call center trainer is a professional who designs, delivers, and evaluates training programs for the call center staff, both new hires and existing employees. A call center trainer also assesses the training needs and gaps, develops the training curriculum and materials, and conducts the training sessions and workshops, either in person or online. A call center trainer needs to have excellent presentation, facilitation, and communication skills, as well as a thorough knowledge of the call center products, services, and procedures. A call center trainer can work in any industry that has a call center, and can expect to earn an average of $46,000 per year, according to ZipRecruiter.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?