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$15

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$35

How much do call center router jobs pay per hour?

As of Jun 8, 2026, the average hourly pay for call center router in the United States is $22.94, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $24.52 per hour, depending on experience, location, and employer.

What is the highest paying call center job?

The highest paying call center jobs are typically supervisory or managerial roles, such as Call Center Manager or Operations Manager, which can earn significantly more than entry-level positions. These roles often require leadership skills, experience, and sometimes certifications, and may involve overseeing large teams or specialized functions like technical support or sales.

What are Call Center Routers?

Call Center Routers are specialized systems or software used in call centers to automatically direct incoming calls to the most appropriate agent or department based on predefined criteria. These routers use algorithms to assess factors such as agent availability, caller needs, language preferences, and caller history to efficiently distribute calls. The goal is to improve customer experience, reduce wait times, and optimize the workload among call center staff. By ensuring that each call is handled by the best-suited agent, call center routers help increase resolution rates and overall customer satisfaction.

What are the key skills and qualifications needed to thrive as a Call Center Router, and why are they important?

To thrive as a Call Center Router, you need strong multitasking abilities, attention to detail, and a high school diploma or equivalent. Familiarity with computerized telephony systems, call distribution software, and CRM platforms is typically required. Excellent communication, problem-solving skills, and the ability to remain calm under pressure set standout performers apart. These skills ensure efficient call handling, minimize wait times, and enhance overall customer satisfaction.

What is the difference between Call Center Router vs Call Center Agent?

AspectCall Center RouterCall Center Agent
Primary RoleManages call routing, system setup, and technical support for call flowHandles customer inquiries, provides information, and resolves issues
Required SkillsTechnical knowledge of telephony systems, routing software, troubleshootingCustomer service skills, communication, problem-solving
Work EnvironmentTechnical support environment, often IT or network teamsCustomer service centers, call handling environments
CertificationsTelephony certifications, network certificationsCustomer service certifications, communication skills training

While Call Center Routers focus on managing call flow and technical setup, Call Center Agents handle direct customer interactions. Both roles are essential in call centers but serve different functions, with routers supporting the infrastructure and agents providing customer service.

What are some of the typical challenges faced by a Call Center Router, and how can they be managed effectively?

Call Center Routers often face challenges such as managing high call volumes, quickly identifying the appropriate department for each inquiry, and ensuring minimal wait times for customers. To handle these effectively, routers must be proficient with call routing software and maintain strong communication with team members. Staying organized, remaining calm under pressure, and continuously updating knowledge about the company's services and team structure are key strategies for success in this fast-paced role.
More about Call Center Router jobs
What job categories do people searching Call Center Router jobs look for? The top searched job categories for Call Center Router jobs are:
Call Center Router jobs near you
Call Center Representative - Roadside Assistance

Call Center Representative - Roadside Assistance

American Automobile Association

Saint Louis, MO • On-site, Remote

$20.74/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 24 days ago

AAA The Auto Club Group rating

7.5

Company rating: 7.5 out of 10

Based on 273 frontline employees who took The Breakroom Quiz

193rd of 260 rated insurance

Job description

Call Center Representative - Roadside Assistance
As a remote, work from home AAA Roadside Assistance Call Center Representative, you are the first point of contact for our valued members facing distress on the roads. As part of a fast-paced 24/7 operation, you'll have the rewarding opportunity to deliver a totally satisfying member experience by ensuring members are heard, understood, and given the immediate attention they deserve. To empower you in this crucial role, we provide comprehensive training, equipping you with the knowledge needed to deliver legendary service.
  • Starting Pay: $18.85/hour, with a scheduled pay increase after 6 months
  • Weekend Shift Differential: earn an additional 10% = $20.74 per hour
  • Bilingual Fluency: receive an additional $1.00/hour for English/Spanish fluency (assessment provided)
  • Tenure-Based Growth: scheduled pay increases up to $2.25 between 6-18 months, based on tenure and maintaining good standing
  • Monthly Incentive Program: additional earning potential after 6 months, tied to performance and tenure
  • Advancement Opportunities

What You Will Do:
  • Field incoming calls from members requiring emergency roadside assistance including services such as towing, locksmith, fuel, battery, and minor mechanical issues.
  • Understand the nature of the member's distress, ensuring their immediate safety, and document the details promptly and accurately.
  • Maintain a compassionate and composed demeanor, especially during high-intensity calls.
  • Relay critical information to the internal and external teams to expedite the dispatching process.
  • Work collaboratively with the team to ensure the smooth operation of our Emergency Roadside Service.
  • Succeed in a structured environment where performance goals are set and measured, driving member satisfaction.

Work-From-Home Requirements:
  • Dedicated, quiet workspace without interruptions.
  • You must have the ability to directly connect to ISP via Ethernet (No DSL, Satellite, Hot Spots, etc). Modem/Router must be in the same room as the computer equipment with a minimum of 25 mbps download and 5 mbps upload. A company-provided computer and partial internet reimbursement are included to support the reasonable cost of your connectivity.
  • Demonstrated ability to uphold productivity and confidentiality in a remote setting.
  • Regular attendance in virtual team meetings and training sessions.
  • Availability during standard business hours and flexibility for possible shift adjustments.

What You Will Need:
  • Prior customer service experience. Call Center experience is preferred. Bilingual skills, especially in Spanish, are a plus.
  • Ability to provide excellent customer service and thrive in a high-volume call environment.
  • Excellent communication skills, both verbal and written.
  • Empathy and a strong desire to help those in distress.
  • Advanced computer and multi-tasking skills with the ability to talk and type at the same time and navigate multiple systems and screens.
  • Comprehensive understanding of maps, GPS systems, and traffic safety rules.
  • Proficiency in Microsoft Teams and Outlook.
  • High School diploma, GED or equivalent.

Remarkable benefits:
• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance,
travel, entertainment, services and more!)
Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity - we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.
"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value."
AAA is an Equal Opportunity Employer
Our organization participates in E-Verify

What AAA The Auto Club Group employees say

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Benefits

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Workplace

Get the full story on Breakroom

American Automobile Association logo

About American Automobile Association

Sourced by ZipRecruiter

The American Automobile Association (AAA), headquartered in Heathrow, Florida, USA, is a reputable force in the automotive and insurance industry. Originating in 1902, it began as a coalition of motor clubs with the common goal of providing better roads and travel conditions for motorists. Today, AAA is a comprehensive, multifaceted organization that offers a range of services, including roadside assistance, auto repair services, travel agency services, and diverse insurance products - Auto, Home, Life and more. A significant principle for AAA is to continuously deliver value to their 61 million members through safety, security and peace of mind. The company's mission and core values focus on championing its members' rights and interests, advocating innovation, integrity, teamwork and respect.

Industry

Non-profits

Company size

10,000+ Employees

Headquarters location

Heathrow, FL, US

Year founded

1902

Social media

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