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Call Center Manager Jobs in Rome, NY (NOW HIRING)

Honda City

BDC Sales Representative

Liverpool, NY · On-site

$50K - $80K/yr

Comfortable using computers and CRM software. * Sales, customer service, hospitality, retail, or call center experience preferred. * Automotive dealership or BDC experience is a plus, but not ...

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Call Center Manager information

See Rome, NY salary details

$27.9K

$60.4K

$103.7K

How much do call center manager jobs pay per year?

As of Jul 16, 2026, the average yearly pay for call center manager in Rome, NY is $60,438.00, according to ZipRecruiter salary data. Most workers in this role earn between $45,400.00 and $71,000.00 per year, depending on experience, location, and employer.

What Does a Call Center Manager Do?

As a call center manager, you are responsible for ensuring the call center runs as smoothly as possible. Your duties include overseeing a call center team to ensure that they work efficiently and maximize profit, training new call center employees on the use of computer and phone systems, and making sure call logs are up to date and accurate. You also conduct spot checks for each employee to ensure they are following protocols and scripts and providing excellent customer service. You perform administrative duties, like scheduling and filing reports.

What are the key skills and qualifications needed to thrive as a Call Center Manager, and why are they important?

To thrive as a Call Center Manager, you need expertise in operations management, leadership, and customer service, typically supported by a bachelor’s degree in business or a related field. Familiarity with call center software (such as CRM systems), workforce management tools, and key performance metrics is crucial. Exceptional communication, problem-solving, and motivational skills help you lead teams and handle high-pressure situations effectively. These skills and qualities ensure efficient operations, high team morale, and excellent customer satisfaction in a dynamic environment.

What's the highest paying call center job?

The highest paying call center jobs are typically senior management roles such as Call Center Director or Operations Manager, which can earn six-figure salaries. These positions require extensive experience, leadership skills, and often involve overseeing multiple call centers or large teams.

What jobs pay 4000 a week without a degree?

A Call Center Manager typically earns less than $4,000 weekly, but some high-level sales roles, real estate brokers, or specialized freelance consultants can reach or exceed that income without a degree. These positions often require strong experience, sales skills, or industry knowledge rather than formal education.

What are some common challenges a Call Center Manager faces in maintaining high team performance?

Call Center Managers often encounter challenges such as maintaining staff motivation, handling high employee turnover, and ensuring consistent service quality during peak call volumes. Balancing the need to meet key performance indicators (KPIs) while supporting team members’ professional development can also be demanding. Effective managers regularly use data-driven insights to identify areas for improvement, provide targeted coaching, and foster a positive team environment to address these challenges.

What is the role of a call center manager?

A call center manager oversees daily operations of a call center, manages staff, ensures customer service quality, and meets performance targets. They coordinate training, handle escalations, analyze metrics, and implement process improvements to enhance efficiency and customer satisfaction.

How much do call center managers make in the US?

Call center managers in the US typically earn a median annual salary of around $60,000 to $80,000, depending on experience, location, and company size. Salaries can vary widely, with some earning over $100,000 in high-demand or large organizations, and the role often requires strong leadership, communication skills, and familiarity with call center software tools.

What does a Call Center Manager do?

A Call Center Manager is responsible for overseeing the daily operations of a call center, ensuring that customer service representatives meet performance goals and deliver excellent customer experiences. They monitor call metrics, develop and implement training programs, handle escalated customer issues, and manage staffing schedules. Additionally, Call Center Managers analyze data to improve processes and efficiency, as well as motivate and lead their teams to achieve targets.
More about Call Center Manager jobs
What are the most commonly searched types of Call Center jobs in Rome, NY? The most popular types of Call Center jobs in Rome, NY are:
What job categories do people searching Call Center Manager jobs in Rome, NY look for? The top searched job categories for Call Center Manager jobs in Rome, NY are:
What cities near Rome, NY are hiring for Call Center Manager jobs? Cities near Rome, NY with the most Call Center Manager job openings:
Call Center Manager jobs near you

Call Center Operations Supervisor

Tidal Basin Holdco, LLC

Utica, NY • On-site

Full-time

Re-posted 2 days ago

Job description

Position Summary:
The role of the Call Center Operations Supervisor is to manage the daily Call Center and staff in the Utica, NY Tidal Basin Call Center. This includes, but not limited to, Call Center Agents, Team Leads, and Call Center support staff as the Tidal Basin Customer Relations Call Center expands. This position will ensure all facets of the Call Center are meeting program objectives, customer expectations, and operating efficiently.
The Call Center Operations Supervisor will work closely with the Tidal Basin's Customer Relations Manager and BUL (Business Unit Lead) to establish and implement standardized Call Center best practices that position TBCR to expand as new programs are awarded. This position is required to work in the Utica, NY Call Center location to maintain a positive on-site management presence for all Call Center staff.
Job Requirements and Responsibilities:
  • Responsible for creating, developing, and maintaining a positive customer service-centric culture that fosters motivation, positivity, and respect.
  • Responsible for front line management of the day-to-day operations of the TBCR Call Center.
  • Responsible for creating and maintaining Call Center staffing schedules for each active program.
  • Makes recommendations to the TBCR BUL to staff up or down to meet program objectives.
  • Participates in the hiring process of Call Center staff.
  • Responsible for creating and maintaining a standardized approach to training and education of Call Center staff.
  • Coaches and mentors Call Center staff on customer service best practices and Tidal Basin standards and procedures.
  • Maintains a healthy working relationship with Human Resources department to handle all Call Center staff needs.
  • Facilitates Tidal Basin's quality listening program in compliance with quality assurance program standards.
  • Responsible for creating, maintaining, and managing the updates and delivery of Call Center key performance indicators.
  • Evaluates individual performance reviews and overall team effectiveness with TBCR Manager and BUL.
  • Creates, maintains, and communicates forecast vs. actual reporting that informs senior leaders as to the performance of the Call Center's programs and financial objectives.
  • Develops a deep understanding of all Tidal Basin Call Center programs and contracts.
  • Maintains relationships with IT vendors and internal IT departments to maintain efficient Call Center operations.
  • Supports IT projects related to Call Center technology in the capacity of user acceptance testing.
  • Responsible for understanding all Call Center technology, software applications, phone/computer systems used by Call Center agents and supporting staff.
  • Create Call Center scripts that drive consistency across all agents servicing the same program.
  • Partner with vendors to create required reporting to meet Tidal Basin's program obligations.
  • Ensure that all Call Center agents are kept informed of new working practices, program policies, and technology/information security changes.
  • Assist the manager and BUL, when necessary, to provide content or data for the RFP process.
  • Perform other duties as assigned

Skills and Competencies:
  • Excellent organizational skills and attention to detail.
  • Ability to work independently with little supervision.
  • Strong interpersonal, analytical, and problem-solving skills.
  • Ability to clearly communicate operation and/or staffing concerns to management with clear solution-driven recommendations.
  • In-depth understanding in Call Center operations including technologies and data management.
  • Demonstrated Project Management experience.
  • Ability to manage program budgets, create meaningful projections, and presents them to strategic decision makers.
  • Strong verbal and written communication skills.
  • Excellent time management skills with a proven ability to meet deadlines.

Required Education and Experience:
  • 3+ years in experience working in a Call Center Management role.
  • Prior experience translating program policies into clear Call Center scripts.
  • Experience building and analyzing Call Center reports and data.
  • Experience liaising between Call Center operations staff and clients to meet goals and objectives.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Rising Phoenix Holdings Corporation is an Equal Employment Opportunity Employer.

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