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Call Center Director Jobs in Rochester, NY (NOW HIRING)

Cellular Sales

Call Center Representative

Rochester, NY · On-site

$17 - $20/hr

Cellular Sales Call Center Representative Customer Service | Business Development Since opening our doors in 1993, Cellular Sales has differentiated itself from all others in the wireless industry by ...

Paylocity

Call Center Manager

Pittsford, NY · On-site

Position Overview: Call Center Manager (internally titled Client Services Manager Ops) play a ... Previous experience in HCM/Direct Payroll Industry * Experience working with payroll, HCM, or HRIS ...

Paylocity

Call Center Manager

Pittsford, NY · On-site

Position Overview: Call Center Manager (internally titled Client Services Manager Ops) play a ... Previous experience in HCM/Direct Payroll Industry * Experience working with payroll, HCM, or HRIS ...

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All JobsCall Center JobsCall Center Director JobsCall Center Director Jobs in Rochester, NY

Call Center Director information

See Rochester, NY salary details

$45.5K

$106.6K

$165.6K

How much do call center director jobs pay per year?

As of Aug 16, 2026, the average yearly pay for call center director in Rochester, NY is $106,623.00, according to ZipRecruiter salary data. Most workers in this role earn between $90,600.00 and $124,200.00 per year, depending on experience, location, and employer.

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.

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 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.

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 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.
More about Call Center Director jobs

What are the most commonly searched types of Call Center jobs in Rochester, NY?

The most popular types of Call Center jobs in Rochester, NY are:

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For Call Center Director jobs in Rochester, NY, the most frequently searched job titles are:

What job categories do people searching Call Center Director jobs in Rochester, NY look for?

The top searched job categories for Call Center Director jobs in Rochester, NY are:

What cities near Rochester, NY are hiring for Call Center Director jobs?

Cities near Rochester, NY with the most Call Center Director job openings:

Call Center Director jobs near you
Infographic showing various Call Center Director job openings in Rochester, NY as of August 2026, with employment types broken down into 2% As Needed, 78% Full Time, 18% Part Time, and 2% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $106,623 per year, or $51.3 per hour.

Call Center Representative

ISAAC Heating and Air Conditioning

Rochester, NY • On-site

$22 - $23/hr

Other

Medical, Dental, Vision, Retirement, PTO

Posted 2 days ago

New

Job description

Call Center Representative

Isaac Heating & Air Conditioning is seeking Call Center Representatives for their Rochester, NY location. The customer service representative plays a crucial role in the organization by directly interacting with customers, ensuring exceptional customer service, and fostering positive interactions with all callers.

What Can We Offer You?
  • Competitive base pay of $22.00-23.00/hr
  • Medical, Dental, and Vision Insurance
  • 401k Retirement Plan with Company Match
  • Paid vacation and sick time, paid holidays
  • Opportunities for growth and advancement
  • Consistent schedule and work/life balance

For over 75 years, Isaac Heating and Air Conditioning has worked diligently to meet the changing heating and air conditioning needs of homeowners and businesses in Upstate and Central New York. Isaac is one of the nation's largest privately held HVAC/R contractors and services over 35,000 clients a year. Creating an enjoyable experience met with anticipation results in an environment where our team, clients, and community can comfortably grow, prosper, succeed, and improve their quality of life. Isaac partners with leading HVAC and plumbing companies throughout the United States, providing the support and resources of a large national company.

Responsibilities
  • Answer or make calls to clients to learn about and address their needs, concerns, or other questions about products or services
  • Respond efficiently and accurately, engaging in active listening to callers to provide assistance while helping them feel supported and valued
  • Schedule or update appointments in the computer system
  • Document clear and concise notes in clients' profiles in order to communicate precisely to the technicians and technical leadership team
  • Understand and strive to meet Contact Center metrics while providing excellent customer service
Job Qualifications
  • High school diploma or equivalent required
  • Minimum of 1 year of customer service experience required
  • Prior in-house call center experience strongly preferred
Competencies
  • Strong multitasking abilities
  • Excellent written, verbal, and active listening skills
  • Strong administrative skills
  • Strong organizational skills
  • Ability to work individually and as part of a team
  • Problem-solving skills

The starting pay range for this position is $22.00 - 23.00 per hour. This is the range of the base pay only, it does not include other components that make up the total compensation package of the position. If offered a position, your total compensation package will be determined by experience, location, skills, and/or education, which may result in a total compensation package that falls outside of the provided range.

This employer participates in E-Verify to verify the employment eligibility of all new hires. E-Verify is a federal program that compares information from Form I-9 to government records to confirm employment eligibility.

Isaac Heating & Air Conditioning (subsidiaries and affiliates) is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy, or maternity, protected veteran status, or any other status protected by applicable national, federal, state, or local law.

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