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Call Center Director Jobs in Springfield, MA (NOW HIRING)

KinderCare Education

Center Director

Longmeadow, MA · On-site

$47K - $65K/yr

Center Directors educate parents, teachers, and community leaders on the incredible value of early childhood education and make that value come to life for the children in their center. When you join ...

New

KINDERCARE

Center Director

Longmeadow, MA · On-site

$47K - $65K/yr

Center Directors educate parents, teachers, and community leaders on the incredible value of early childhood education and make that value come to life for the children in their center. When you join ...

New

C2 EDUCATIONAL SYSTEMS INC

Center Director

Glastonbury, CT · On-site

$47K - $64K/yr

Contribute to the overall success of C2 Education by collaborating with other center directors and regional management. * Perform other related duties as assigned. Schedule: * Sessions are conducted ...

Conduent, Inc.

Call Center Supervisor

East Hartford, CT · On-site

$49K - $63K/yr

Reporting to the Site Operations Manager, the Call Center Supervisor is responsible for the supervision of Call Center Staff. This person will work in collaboration with Operations Management, the ...

Conduent, Inc.

Call Center Supervisor

East Hartford, CT · On-site

$49K - $63K/yr

Reporting to the Site Operations Manager, the Call Center Supervisor is responsible for the supervision of Call Center Staff. This person will work in collaboration with Operations Management, the ...

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All JobsCall Center JobsCall Center Director JobsCall Center Director Jobs in Springfield, MA

Call Center Director information

See Springfield, MA salary details

$42.8K

$100.3K

$155.7K

How much do call center director jobs pay per year?

As of Jul 13, 2026, the average yearly pay for call center director in Springfield, MA is $100,258.00, according to ZipRecruiter salary data. Most workers in this role earn between $85,200.00 and $116,800.00 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 Springfield, MA? The most popular types of Call Center jobs in Springfield, MA are:
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What job categories do people searching Call Center Director jobs in Springfield, MA look for? The top searched job categories for Call Center Director jobs in Springfield, MA are:
What cities near Springfield, MA are hiring for Call Center Director jobs? Cities near Springfield, MA with the most Call Center Director job openings:
Call Center Director jobs near you
311 Call Center Service Representative

311 Call Center Service Representative

City of Springfield

Springfield, MA

$49K/yr

Other

Posted 7 days ago

New

City Of Springfield (Missouri) rating

7.5

Company rating: 7.5 out of 10

Based on 14 frontline employees who took The Breakroom Quiz

425th of 691 rated public administrative organizations

Job description

Position Purpose/Summary Responsible for answering questions, providing information, and requesting services from City departments. Work is performed under the supervision of the 311 Call Center Director. No supervision is exercised over other employees.

Essential Functions Answers phone calls, listens to complaints or requests, takes down information, records each call, and determines what steps to take to resolve problem or fulfill request. Fulfills mail requests (abatement forms, copy of bills, recycling information, etc.) Faxes or emails requested information to appropriate department for special attention. Performs other related duties as needed

Knowledge, Skills, and Abilities Ability to use basic computer software and Microsoft Office Suite. Ability to communicate on a professional level. Ability to quickly respond to initial customer inquiries/complaints and creatively troubleshoot customer service issues.

Ability to keep accurate records and backup to enforce solutions to problems. Must be organized and able to multi-task Basic math skills. Education and Experience Bachelor's degree in related field.

Two years of previous customer service/call center experience Bilingual preferred

What City Of Springfield (Missouri) employees say

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