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

Iberdrola

Senior Director - Customer Service

Rochester, NY · On-site

$19 - $26.25/hr

This includes Billing, Supplier Relations, Revenue Recovery, Customer Relations (Call Center), Low ... Direct processes and vendors ensuring all customer service functions are completed for ...

ELS

Loan Payment Solutions Representative

Rochester, NY · On-site

$24.66/hr

Minimum of 2 years of collection, call center, or direct customer contact experience required * Proficiency in PC usage and automated systems required * Strong verbal and written communications ...

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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

$43.4K

$101.6K

$157.9K

How much do call center director jobs pay per year?

As of Jul 19, 2026, the average yearly pay for call center director in Rochester, NY is $101,638.00, according to ZipRecruiter salary data. Most workers in this role earn between $86,300.00 and $118,400.00 per year, depending on experience, location, and employer.

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

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:
What are popular job titles related to Call Center Director jobs in Rochester, NY? 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 July 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 75% Full Time, 19% Part Time, and 4% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $101,638 per year, or $48.9 per hour.
Call Center Representative III

Call Center Representative III

University of Rochester

Spencerport, NY • On-site

$20.93 - $28.26/hr

Full-time

Posted 6 days ago

New

University Of Rochester rating

8.4

Company rating: 8.4 out of 10

Based on 183 frontline employees who took The Breakroom Quiz

81st of 555 rated colleges and universities

Job description

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.
Job Location (Full Address):
42 Nichols St, Ste 10, Spencerport, New York, United States of America, 14559
Opening:
Worker Subtype:
Regular
Time Type:
Full time
Scheduled Weekly Hours:
40
Department:
500915 Spencerport Primary Care
Work Shift:
UR - Day (United States of America)
Range:
UR URCC 205 H
Compensation Range:
$20.93 - $28.26
The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.
Responsibilities:
Provides communication support services, including general clerical, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling services to the patients on behalf of the physicians and medical providers. Collects, assesses, submits, processes and updates sensitive and confidential information. Resolves patient access issues within limits and works with confidential information from various business systems and in accordance with multiple work-flow protocols. Contributes to the execution of new protocols and procedures within the call center. Provides guidance on the most complex calls and issues. Acts as a subject matter expert for others on the team. Monitors and audits customer interactions for quality and accuracy.
ESSENTIAL FUNCTIONS
  • Proficiently performs the job duties of a Call Center Rep. while additionally demonstrating advanced competencies. Handles complex calls and precepts new employees as needed.
  • Participates, researches, and contributes to the execution of new protocols and procedures. Acts as a subject matter assisting with answering questions and reviewing department trackers to ensure accuracy. Performs quality audits on customer interactions.
  • Answers and provides guidance to complex patient inquiries using expert knowledge to respond to individual patient needs, while adhering to specific protocols for University Medical Center departments and affiliate organizations. Determines when situations warrant contacting Administrators, on call physicians, Security or Public Relations. Researches, resolves, and documents non-routine paging issues which impact or delay patient care. As required, performs disaster protocols. Resolves inquiries efficiently and escalates appropriately to ensure all calls are resolved/documented.
  • Anticipates, prioritizes, and maintains a balance between inbound and outbound activity, as well as other clerical and/or administrative activities. Independently initiates outbound communications following prescribed protocol and standard operating procedures to achieve and maintain optimal patient access targets and organizational goals/standards, including but is not limited to, making routine appointment reminders, managing wait/recall lists, and communications regarding event cancellations, changes, and updates.
  • Monitors appointment schedules, systems, and resources. Provides feedback and recommendations to achieve, monitor, and maintain efficiency, reduce cost, and reduce waste. Alerts leads and supervisors to issues impacting contact center performance in a timely manner to ensure the highest quality and quantity of service is provided at all times. Based on general knowledge of UR Medicine branding standards and entity protocol, responds to inquiries and provides information for internal and external customers and stakeholders to answer inquiries and connect callers.
  • Keeps abreast of regulations and compliance requirements and applies best practices. Understands and avoids issues downstream related to scheduling, initial registration, and billing. Attends and contributes to meetings and participates in training sessions to ensure understanding of and adherence to communication protocol, organizational target goals, updates systems, and requirements for documentation of communication activity.
  • Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE
  • High School diploma or equivalent and 2 years of call center experience required
  • Or equivalent combination of education and experience

KNOWLEDGE, SKILLS AND ABILITIES
  • Demonstrated job related knowledge, proficiency and performance required

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University's Mission to Learn, Discover, Heal, Create - and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.

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