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Call Center Leader Jobs (NOW HIRING)

General Call Center | Full-Time

Call Center Representative

$16.50 - $20.50/hr

... leading organization. We're looking for enthusiastic Call Center Representatives to support a range of inbound and outbound customer service initiatives for a diverse portfolio of well-known clients.

Verida Inc

Call Center Supervisor - WI

Villa Rica, GA · On-site

Communicate and collaborate with Call Center leadership and other supervisors to ensure consistent operations, effective resourceutilization, and achievement of departmentalobjectives. * Participate ...

Just Staffing

Call Center

Surprise, AZ · On-site

$15.50 - $19.50/hr

Call Center Representative Just Staffing AZ - Phoenix, AZ About Just Staffing AZ ... Just Staffing AZ is a leading staffing agency that specializes in connecting talented individuals ...

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How much do call center leader jobs pay per hour?

As of Sep 13, 2026, the average hourly pay for call center leader in the United States is $22.96, according to ZipRecruiter salary data. Most workers in this role earn between $17.55 and $25.48 per hour, depending on experience, location, and employer.

What is a call center leader?

Call Center Leaders are professionals responsible for overseeing the daily operations of a call center team. They manage and support customer service agents, monitor performance metrics, and ensure quality service delivery. Their duties often include coaching staff, resolving escalated customer issues, and implementing strategies to improve efficiency and customer satisfaction. Call Center Leaders play a crucial role in fostering a positive work environment and achieving organizational goals.

What are some common challenges faced by call center leaders, and how can they effectively address them?

Call Center Leaders often face challenges such as managing high employee turnover, maintaining team motivation, and ensuring consistent quality of customer service. To address these issues, leaders typically focus on fostering a positive work environment, offering regular coaching and feedback, and implementing clear performance metrics. Building strong communication channels within the team and recognizing achievements can also help boost morale and retention. Additionally, effective leaders stay adaptable and leverage technology to streamline workflows, allowing their teams to provide prompt and efficient support.

What are the key skills and qualifications needed to thrive as a call center leader, and why are they important?

To thrive as a Call Center Leader, you need experience in customer service management, strong problem-solving abilities, and ideally a degree in business or a related field. Familiarity with call center software, CRM systems, and workforce management tools is typically required, along with certifications such as Contact Center Manager (CCM) being advantageous. Outstanding interpersonal skills, emotional intelligence, and the ability to motivate and coach team members are essential soft skills. These capabilities ensure effective team performance, high customer satisfaction, and smooth day-to-day operations in a dynamic environment.

What is the difference between Call Center Leader vs Call Center Supervisor?

AspectCall Center LeaderCall Center Supervisor
ResponsibilitiesOversees multiple teams, develops strategies, manages performance metricsSupervises daily operations, manages team members, handles escalations
Required SkillsLeadership, strategic planning, communicationTeam management, problem-solving, customer service
Work EnvironmentHigh-level management, cross-team coordinationFrontline supervision, direct team interaction
Common UsageUsed in larger call centers or organizations with multiple teamsUsed in daily team management in call centers

The main difference between a Call Center Leader and a Call Center Supervisor lies in scope and responsibilities. Call Center Leaders focus on strategic oversight and managing multiple teams, while Call Center Supervisors handle daily team operations and direct supervision. Both roles require strong communication and customer service skills, but the Leader position involves higher-level planning and performance management.

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Call Center Leader jobs near you
Infographic showing various Call Center Leader job openings in the United States as of September 2026, with employment types broken down into 1% Internship, 1% As Needed, 80% Full Time, 14% Part Time, and 4% Contract. Highlights an 93% Physical, 2% Hybrid, and 5% Remote job distribution, with an average salary of $47,765 per year, or $23 per hour.

Call Center Supervisor - WI

Villa Rica, GA • On-site

Southeastrans, Inc.
Health Care and Social Assistance • 51 - 200 employees
Learn more about Southeastrans, Inc.external

Other

Posted 12 days ago

Job description

Call Center Supervisor - WI

LOCATION: On-site in Madison, WI

POSITION IS CONTINGENT UPON AWARD OF CONTRACT

SUMMARY

Supervises and develops frontline call center staff in accordance with company policies, procedures, contractual requirements, and performance standards. Partners with management to achieve operational objectives, contractual compliance, service-level expectations, and quality outcomes. Oversees daily team performance, coaching, workforce utilization, employee development, and escalation resolution to ensure exceptional service delivery for members, providers, and clients while maintaining a productive and engaged work environment.

ESSENTIAL FUNCTIONS
  • Ensure compliance with Call Center policies, procedures, contractual requirements, confidentiality standards, andestablishedoperational practices.
  • Supervise daily staff performance to ensure calls are handled efficiently, accurately, professionally, and within established service-level expectations.
  • Monitor call quality, productivity, schedule adherence, and operational performance metrics; provide coaching, mentoring, documented feedback, and targeted retraining to maximize employee performance and development.
  • Assist staff in resolving member and provider concerns, complaints, and escalated calls; coordinate service recovery efforts with dispatch and transportation operations as needed.
  • Manage workforce scheduling activities, including employee training and retraining, vacations, breaks, overtime assignments, shift rotations, coverage planning, and staffing for absences.
  • Partner with the Call Center Manager to analyze call volume, workload trends, and operational demands; recommend staffing adjustments necessary to achieve service-level and performance goals.
  • Maintain operational readiness by reinforcing approved scripts, documentation standards, quality requirements, and customer service expectations.
  • Communicate and collaborate with Call Center leadership and other supervisors to ensure consistent operations, effective resourceutilization, and achievement of departmentalobjectives.
  • Participate in employee performance evaluations and complete required human resources documentation ina timelyandaccuratemanner.
  • Perform other duties and responsibilities as assigned.
REQUIRED SKILLS AND ABILITIES
  • Ability to work well with people. Strong leadership skills.
  • Exceptional organization and time management skills.
  • Positive attitude, good judgment, and strong work ethic.
  • Strong computer skills.Proficiencyand speed working in all Microsoft Office products.
  • Strong organizational skills, including time management and documentation.
  • Knowledge of telephone call center systems.
QUALIFICATION
  • Associate degree from an accredited college or university and/orcommensurateexperience in the areas of call center supervisory position.
  • Proficient in Microsoft Office software (Word, Excel, Outlook, PowerPoint).
  • Previoussupervisory experiencepreferred;at least two or more years of Customer Service experience in a Call Center environment.
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