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

WCS Healthcare Partners

Travel ER RN

Rochester, NY · On-site

Provide direct patient care in the Emergency Department, including assessment, planning ... Call Center ● Claims Appeals/Denials/Reimbursement ● Insurance Pre-Authorizations ● Medical ...

Honeywell

Sr. Product Management Lead

Pittsford, NY · On-site

$192K - $289K/yr

You will report directly to our Director of Product Management and you'll work out of our Pittsford ... processes, call center operations and/or physical security industry. * Ability to gather and ...

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Call Center Director information

See Rochester, NY salary details

$43.3K

$101.4K

$157.5K

How much do call center director jobs pay per year?

As of Sep 12, 2026, the average yearly pay for call center director in Rochester, NY is $101,401.00, according to ZipRecruiter salary data. Most workers in this role earn between $86,100.00 and $118,100.00 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 Rochester, NY?

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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 September 2026, with employment types broken down into 2% As Needed, 76% Full Time, 18% Part Time, and 4% Contract. Highlights an 91% Physical, 1% Hybrid, and 8% Remote job distribution, with an average salary of $101,401 per year, or $48.8 per hour.

On-Call Customer Experience Agent

Batavia, NY • On-site

Tompkins Community Bank
Commercial Banking • 1 - 5K employees
Learn more about Tompkins Community Bankexternal

$18 - $19.50/hr

Other

Re-posted 16 days ago

Tompkins Community Bank rating

8.4

Company rating: 8.4 out of 10

Based on 12 frontline employees who took The Breakroom Quiz

Job description

Overview

The Customer Experience Agent answers general inbound calls in a care center with the goal of customer satisfaction, and customer retention. Takes care of inbound calls of a lesser complexity that are primarily routine or basic in nature. Follows basic procedures and scripts, using fundamental knowledge to navigate company's customer information systems with a good knowledge of company, services, and products for retail customers. As incumbent gains knowledge and experience, the work review, call monitoring and supervision may be reduced.

Responsibilities

  • Responsible for managing inbound calls in a timely manner in a multi-bank environment

  • Receive and process telephone service requests, including but not limited to Retail Banking, Debit Cards, Digital Banking and Business Banking and Treasury Management. Takes care of inbound and outbound calls of a lesser complexity that are primarily routine or basic in nature

  • Demonstrates and promotes a 100% commitment to providing a best in class experience for our internal and external customers

  • Maintain thorough knowledge of company procedures, policies and banking regulations

  • Provide accurate, valid and complete information to customers by using the right methods/tools available

  • Meet personal/customer care center team targets and call handling quotas

  • Follow all company policies and procedures as set forth in the Employee Handbook

  • Performs other related duties as assigned or directed

  • Promotes and cross-sells bank products and services to customers and prospects; actively participates in department digital referral program

  • Work rotating shifts, weekends and holidays as required. Schedule subject to change based on needs of the department and customer demand

Qualifications

  • A minimum of one (1) year banking or related customer service experience

  • Proficient reading, writing, grammar and mathematics skills; proficient interpersonal relations and communication skills and a high analytical ability

  • Must be assertive with the ability to influence others. Effective verbal and written communication skills

  • Able to work in a fast-paced, multiple-task environment with a high-disruption rate

  • Resolve conflict with minimum negative impact on all parties

  • Work independently, prioritize work in order to meet goals in all areas

  • Must be a self-starter, with forward-thinking capabilities, and demonstrate good organizational skills

  • Proficient in Microsoft Word and Excel.

  • Care Center software experience is desirable

EEO Statement

Tompkins is committed to a policy of Equal Employment Opportunity ("EEO") with respect to all team members and applicants for employment and a work environment free from discrimination (including unlawful harassment) based on race, color, religion, sex, sexual orientation, transgender status, gender non-conformity, gender identity, gender expression, national origin, age, marital status, domestic violence victim status, disability, predisposing genetic characteristics, military or veteran status or status in any group protected by federal, state, or local law.

For more information, please click here. (https://jjk-ecomm-llpmc-prod.s3.us-east-2.amazonaws.com/posters/federal/FED-E-B-EEOC-FMLA-POLY_49654.pdf)

#communitybank

Pay Range

USD $18.00 - USD $19.50 /Hr.

What Tompkins Community Bank employees say

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