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

iShare Inc.

Inbound Call Center Reps

Hartford, CT · On-site

Hiring on Behalf of a client - Location: Onsite, Hartford, CT Shifts: 8 hour shifts Monday - Friday with shifts varying between 8AM EST - 6PM EST * P4P: performance rated bonuses paid out on a ...

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Call Center Director information

See Springfield, MA salary details

$43.8K

$102.7K

$159.4K

How much do call center director jobs pay per year?

As of Aug 8, 2026, the average yearly pay for call center director in Springfield, MA is $102,650.00, according to ZipRecruiter salary data. Most workers in this role earn between $87,200.00 and $119,600.00 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
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Call Center Director jobs near you

Call Center Associate, Balise Mazda

Balise Auto

Springfield, MA • On-site

Other

Medical, Dental, Life, Retirement, PTO

Posted 5 days ago

Job description

Retention Center Associate (Call Center)
This role is a key member to the Balise Service department with a focus on overall customer satisfaction and retention.
Job Description:
  • Working at the Dealership's facility to ensure efficient turnaround with guests' calls.
  • Answer inbound calls.
  • Schedule appointments for our service departments.
  • Confirm appointments and follow up on customer satisfaction.
  • Introduce new customers to the benefits of doing business with Balise.
  • Educating customers about their vehicle needs and other questions they may have.
  • Partner with Service Advisors & Parts department if guests are inquiring on the status of their vehicle or an ETA for part arrivals.
  • Other duties assigned by managers.
Environmental & Physical Requirements:
  • While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands and fingers to feel and handle, reach with arms and hands, talk, and hear.
  • While performing the duties of this job, the employee may incidentally be required to stoop, kneel, and crouch, lift weight, or exert a force up to a maximum of 25 pounds.
Benefits Include:
  • Health, dental, life and disability insurance
  • 401(k) with company match
  • Flexible spending accounts
  • Paid Time-Off
Skills & Requirements:
  • Excellent customer service skills
  • Ability to learn product knowledge & upsell customers on services.
  • Answer phone calls
  • Flexible training & work schedule
  • Basic computer skills are required.
  • Ability to multi-task.

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