At the end of February, I wrote a post with some information about the compensation levels for call center functions at an agent level.  The same report (the U.S. Contact Center Compensation Survey by the Mercer Human Resources Consulting group) detailed some call center management pay. 

For Team/Group Managers, some of the same exact groups had the following median compensation (includes base pay and annual bonus/incentive)

Compensation levels vary from $61,400 to $73,700 — a range of $12,400.  This equates to approximately from $29.50 to $35.43 per hour, a $5.97 variance. 

The areas that I expected to be the highest (outbound with selling) wasn’t — the agents have a much large difference between the highest non-selling and that level (over $3 per hour) but the team/group manager was highest at the Account Management level.  After considering this, it makes sense — full account management requires a much greater level of quality management and focus on standardized processes.  A customer that has assigned account managers will expect greater service and, in turn, a company needs to pay for it at the manager level.

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