Determining a customer service manager's compensation package takes research.
Creating a compensation package for a customer service manager takes research. You should determine the operating dollar amounts you have to work with and factor in whether you plan to offer monetary incentives and bonuses. In addition, you should research the industry standard to assure that your idea of compensation is realistic in today's job market. To get the best quality candidates for the customer service manager position, you want to offer a competitive and fair compensation package.
Instructions
1. Meet with your company's senior leadership to determine the operating budget of the customer service department and the percentage allocated for the customer service manager position based on other departmental staff. Consider the dollars allocated for other departmental positions such as customer service representatives and administrative support so the amount in the budget is spread throughout.
2. Ask your human resources department who handles benefits and compensations about acceptable salary ranges. Many companies have implemented salary ranges, or grades, based upon region, industry, specialty and management level. Human resources can inform you of other company-level compensation offerings such management bonus programs. Analyze if the customer service manager position is classified with other similar management positions in your company. For instance, the grade of a customer service manager may be similar to an administrative manager but lower than a clinical or nurse manager.
3. Review industry standards for the customer service manager position by visiting online sites such as Salary.com or Payscale.com. According to Salary.com, the average customer service manager salary in 2010 is $67,924. Consider using the information on these sites as a guideline to work with when creating the compensation package.
4. Decide if you plan to tie job or departmental performance into the compensation package and what specific measures you will tie them to. In call centers, telephone statistics such as average speed of answer (ASA) of calls and satisfaction surveys may determine customer service departmental success. For instance, if the customer service manager's department achieves or meets a standard of a 30 second ASA and 90% satisfaction rate, consider rewarding the customer service manager with a monetary incentive like $1000 per quarter.
5. Pay based on experience and education. According to Salary.com, 42.38% of customer service managers hold Bachelors' degrees. You may choose to pay less to a candidate without one. Adjust your projections based on the perfect candidate when they come along, as long as their salary requirements are in line with industry standards and your operational budget. You may have to offer a higher compensation package than planned to the right person.
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