ZipRecruiter

Log In

1

Call Center Director Jobs in Rhode Island (NOW HIRING)

Apex Systems

Call Center Representative

Lincoln, RI · On-site

$15 - $18.75/hr

... to-hire, and direct placements. Apex also offers recruitment solutions for other select ... Provide call center based technical support to store locations, vendors and staff. Serve as first ...

next page

Showing results 1-20

All JobsCall Center JobsCall Center Director JobsCall Center Director Jobs in Rhode Island

Call Center Director information

See Rhode Island salary details

$43.1K

$100.9K

$156.7K

How much do call center director jobs pay per year?

As of Aug 29, 2026, the average yearly pay for call center director in Rhode Island is $100,880.00, according to ZipRecruiter salary data. Most workers in this role earn between $85,700.00 and $117,500.00 per year, depending on experience, location, and employer.

What does a call center director do?

Call center directors oversee operations in a remote customer service facility. In this role, your job duties include the management of all call center staff and ensure they maintain the company's expectations on production levels. You hire new call center agents, assess the performance of existing employees, and plan training and professional development courses. Depending on the company, you may also be responsible for developing operational strategies and business policies, as well as making decisions about communication equipment and software for call center operations. Other duties include managing the call center budget, allocating resources, and coordinating with clients or third-party service providers when necessary.

What does a call center director do?

A Call Center Director oversees the operations and performance of a call center, ensuring that customer service standards are met and organizational goals are achieved. They manage teams of supervisors and agents, develop strategies to optimize efficiency, and implement policies to improve customer satisfaction. Additionally, Call Center Directors are responsible for budgeting, staffing, training, and using data analytics to monitor key performance indicators. Their role is crucial in maintaining high-quality service and driving continuous improvement within the call center.

What are the key skills and qualifications needed to thrive as a call center director?

A Call Center Director needs strong leadership, operational management experience, and a background in business administration or a related field. Familiarity with call center software (such as CRM and workforce management tools) and certifications like Six Sigma or PMP are commonly expected. Excellent communication, problem-solving, and motivational skills help drive team performance and employee engagement. These capabilities are vital for ensuring efficient operations, high customer satisfaction, and continuous process improvement in a dynamic environment.

What are some common challenges faced by call center directors, and how can they be addressed?

Call Center Directors often face challenges such as managing high employee turnover, maintaining service quality during peak periods, and adapting to rapidly changing technologies. Addressing these issues involves fostering a positive work culture, implementing effective training programs, and investing in up-to-date call center software. Additionally, strong communication with team leaders and regular performance reviews can help identify areas for improvement and keep teams aligned with organizational goals.

What is the difference between Call Center Director vs Call Center Manager?

AspectCall Center DirectorCall Center Manager
ResponsibilitiesOversees multiple call centers, develops strategic goals, manages budgets, and aligns operations with company objectives.Manages daily call center operations, supervises staff, and ensures customer service standards are met.
Required CredentialsBachelor's degree, experience in call center operations, leadership skills.Bachelor's degree or relevant experience, strong communication skills.
Work EnvironmentExecutive offices, strategic planning sessions, high-level meetings.Call center floor, team supervision, staff training.

The main difference between a Call Center Director and a Call Center Manager lies in scope and strategic focus. The Director oversees multiple centers and sets organizational goals, while the Manager handles daily operations and team supervision. Both roles require similar credentials and are vital in delivering excellent customer service within the call center industry.

Why do people quit call center directors?

Call center directors often leave their roles due to high stress, long working hours, and pressure to meet performance targets. Additionally, limited career advancement opportunities and organizational changes can contribute to turnover among individuals in this position.
More about Call Center Director jobs

What are the most commonly searched types of Call Center jobs in Rhode Island?

The most popular types of Call Center jobs in Rhode Island are:

What are popular job titles related to Call Center Director jobs in Rhode Island?

For Call Center Director jobs in Rhode Island, the most frequently searched job titles are:

What job categories do people searching Call Center Director jobs in Rhode Island look for?

The top searched job categories for Call Center Director jobs in Rhode Island are:

What cities in Rhode Island are hiring for Call Center Director jobs?

Cities in Rhode Island with the most Call Center Director job openings:

Call Center Director jobs near you
Infographic showing various Call Center Director job openings in Rhode Island as of August 2026, with employment types broken down into 2% As Needed, 84% Full Time, 12% Part Time, and 2% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $100,880 per year, or $48.5 per hour.

Call Center Representative

Providence, RI • On-site

The Tri-Com Consulting Group
51 - 200 employees
Learn more about The Tri-Com Consulting Groupexternal

$16.25 - $20.25/hr

Other

Posted 4 days ago

Job description

Please do not reach out directly to recruiters. All applications must be submitted through this posting. Any direct email will be deleted without being opened.

Job Title: Telecommunications Tech
Job Posting # 164867
Client: State of Rhode Island, Department of Administration (DOA)
Location: Providence, RI Onsite
Duration: 6-month contract Extensions Possible
Work Week: 35 Hours

Position Summary
The Call Center Representative Telecommunications Focus provides front-line customer support for voice, network, and communication-related issues. This role serves as the primary point of contact for employees, agencies, and partners seeking assistance with phone systems, call routing, voicemail, softphones, and basic connectivity problems. Representatives troubleshoot issues, document incidents, and escalate complex problems to telecommunications or infrastructure specialists.

Key Responsibilities
Answer incoming calls, tickets, and service requests related to telecommunications issues including:

  • Desk phones, softphones, headsets, and mobile endpoints
  • Voicemail, call forwarding, hunt groups, and auto-attendant issues
  • Basic Microsoft Teams Phone or legacy PBX support
  • Perform initial troubleshooting and provide step-by-step guidance to resolve common issues.
  • Create, classify, and update incidents within the ticketing system accurately.
  • Escalate unresolved or complex cases to Tier 2/Tier 3 telecom/network teams.
  • Communicate planned maintenance, outages, service changes, or updates to callers following predefined scripts.
  • Assist callers with password resets, account lockouts, and basic user profile or device provisioning steps when appropriate.
  • Monitor call queues, meet service-level targets, and maintain exceptional customer service quality.
  • Document recurring issues and recommend updates to knowledge base articles.
  • Collaborate with telecom engineers, network operations, and support managers to improve call flows and reduce repeat incidents.

Required Skills & Competencies

  • Strong customer-service mindset with clear verbal communication skills.
  • Basic understanding of telecommunications concepts (call routing, voicemail, softphone setup, PBX basics).
  • Ability to follow scripts, troubleshooting guides, and procedural checklists.
  • Comfort working with ticketing platforms (ServiceNow, Zendesk, or similar).
  • Ability to stay calm, patient, and professional under pressure.
  • Skilled at multitasking in a high-volume call-center environment.

Preferred Experience

  • Prior call-center or helpdesk support experience (1 3 years).
  • Familiarity with Microsoft Teams Phone, Avaya, Cisco, or other enterprise voice systems.
  • Experience supporting state or public-sector technology environments.
  • Knowledge of basic networking fundamentals (LAN/WAN, WiFi troubleshooting).

Typical Work Environment

  • High-volume support desk handling calls from statewide agency users.
  • Standard business hours; may include rotating shifts or on-call coverage depending on agency needs.
  • Work-from-office or hybrid environment depending on departmental policy.

Education

  • Associate s Degree or certificate equivalent required.
  • Additional technical certifications or telecom coursework preferred.

Apply