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

Waste Management

Customer Experience Team Lead

Windsor, CT · Hybrid

$23.79 - $30/hr

This job has no direct supervisory duties, however will provide guidance and assistance as required by management. This may include training and providing feedback to call center representatives in ...

Waste Management

Customer Experience Team Lead

Windsor, CT · Hybrid

$23.79 - $30/hr

This job has no direct supervisory duties, however will provide guidance and assistance as required by management. This may include training and providing feedback to call center representatives in ...

wm

Customer Experience Team Lead

Windsor, CT · On-site

$23.79 - $30/hr

This job has no direct supervisory duties, however will provide guidance and assistance as required by management. This may include training and providing feedback to call center representatives in ...

New

Waste Management

Customer Experience Team Lead

Windsor, CT · On-site

$23.79 - $30/hr

This job has no direct supervisory duties, however will provide guidance and assistance as required by management. This may include training and providing feedback to call center representatives in ...

Waste Management

Customer Experience Team Lead

Windsor, CT · Hybrid

$23.79 - $30/hr

This job has no direct supervisory duties, however will provide guidance and assistance as required by management. This may include training and providing feedback to call center representatives in ...

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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

$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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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

Customer Care Specialist in East Hartford, CT 06108

Amicis Global

East Hartford, CT • On-site

$19.94/hr

Contractor

Re-posted 27 days ago

Job description

Job Title: Customer Care Specialist
Location: East Hartford, CT 06108
Duration: 03 Months
Shift Timing: 08:30 AM - 05:00 PM (Monday - Friday)
 
Pay Rate: $19.94 - $21.00/- on W2
 
 
Kindly share your most updated resume.
 
 
Roles and Responsibilities:
We are seeking Customer Care Specialists to serve as the first point of contact for consumers seeking assistance with program information, account access, and password resets.
This role requires strong communication skills, attention to detail, and a commitment to delivering exceptional customer service in a high-volume call center environment.
This is a fully onsite position with weekends off.
Serve as the initial point of contact for customer inquiries related to program services and benefits.
Provide professional telephone support to consumers and providers.
Assist customers with account access and password reset requests.
Accurately document all customer interactions within internal systems.
Escalate calls appropriately according to established procedures.
Communicate complex information clearly and effectively.
Log and track customer inquiries, concerns, and complaints.
Identify trends and recommend service improvements.
Resolve customer concerns while maintaining a high level of professionalism.
Meet daily performance metrics related to quality, productivity, and customer satisfaction.
 
Qualifications
High School Diploma or GED required.
Minimum of six months of call center experience required.
Associate degree or higher may be considered in lieu of call center experience.
Strong verbal and written communication skills.
Excellent problem-solving and customer service abilities.
Ability to navigate multiple computer applications simultaneously.
Strong attendance and reliability record.
Comfortable handling high-volume inbound calls.
Passion for helping customers and delivering positive outcomes.
 
Requirements
Must be at least 18 years old.
Must pass a 30 WPM typing test.
Must successfully complete a customer service assessment.
Must pass a criminal background check.
Must pass a drug screening.
 
Preferred Skills
Call center experience
Customer service experience
Data entry
Conflict resolution
Multi-tasking
Computer proficiency
Documentation accuracy
Telephone support
Problem-solving
 
Why Apply?
Consistent Monday-Friday schedule
No weekends required
Stable full-time hours
Professional office environment
Opportunity to make a direct impact by helping customers resolve important issues
 
 
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