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

MACNY

Call Center Representative

New York Mills, NY · On-site

$21/hr

Call Center Representative Are you a natural problem-solver with a passion for helping others? Join ... Managing and logging customer issues and provide customer with relevant documentation to handle ...

Varite

CSR Call Center - ENT

East Syracuse, NY · On-site

$14.50 - $18.75/hr

... providers. • Manage all customer interactions via inbound/outbound phone, email, and written ... call center tools such as CRM (Customer Relationship Management software) and phone tools ...

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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 Sep 2, 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 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.

What are the key skills and qualifications needed to thrive as a call center manager?

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 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.

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, with experienced managers and those in larger organizations earning higher wages. Compensation can vary based on location, company size, and level of experience, and may include bonuses and benefits.

Why do people quit call center managers?

Call center managers often experience high turnover due to stressful work environments, demanding performance targets, and limited opportunities for advancement. Poor communication, lack of recognition, and inadequate support can also lead employees to leave their positions. These factors contribute to job dissatisfaction and increased quitting rates among call center staff.
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Call Center Manager jobs near you
Infographic showing various Call Center Manager job openings in Rome, NY as of August 2026, with employment types broken down into 86% Full Time, 13% Part Time, and 1% Contract. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution, with an average salary of $60,438 per year, or $29.1 per hour.

Assistant Manager, Member Service Center (Call Center)

AmeriCU Credit Union

Rome, NY

$62K - $74K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 12 days ago

Job description

Assistant Manager, Member Service Center (Call Center)
Location: Rome, NY
Compensation: $62,353.20 to $74,488.71 annually, actual rate will depend on experience
Status: Full-Time, Exempt
Assistant Member Service Center Manager (Call Center) - Summary

Are you a people-focused leader who thrives in a fast-paced service environment? As the Assistant Member Service Center Manager, you will help lead the daily operations of our Member Service Center (Call Center) while coaching employees, improving team performance, and ensuring every interaction delivers an exceptional member experience. This role is ideal for a hands-on leader who is ready to make decisions, develop talent, and help the team achieve its goals.

What You'll Do as an Assistant Member Service Center Manager

Lead and Develop the Team

  • Supervise and support both on-site and remote employees in a call center environment
  • Set clear expectations and provide real-time coaching
  • Recognize strong performance and support employee growth
  • Participate in hiring, onboarding, training, and performance evaluations

Drive Daily Operations

  • Make staffing, scheduling, workflow, and service-level decisions
  • Review timecards and adjust resources based on service demands
  • Step in to assist with calls, chats, service tickets, account servicing, and escalated member concerns

Monitor and Improve Performance

  • Track service and productivity metrics using reporting and Wallboard tools
  • Take action when performance falls outside established expectations
  • Identify operational trends, service risks, and improvement opportunities
  • Communicate concerns and recommended solutions to leadership

Support Consistency and Compliance

  • Reinforce procedures and support the rollout of new initiatives
  • Maintain knowledge of operational systems and service tools
  • Follow applicable policies, regulatory requirements, and risk controls, including BSA and SAFE Act requirements
About AmeriCU Credit Union

AmeriCU is a not-for-profit credit union based in Rome, NY with over $3 billion in assets and serving more than 200,000 members across Central New York and beyond. For over 75 years, we have remained committed to our members, employees, and communities.

We are proud to have been recognized as one of the Best Companies to Work for in New York State and named by American Banker as one of the Best Credit Unions to Work for in the United States.

Come grow with us!
Whether you are just starting out or have been working in your field already, we offer opportunities for growth and advancement. It is our goal to hire employees who will provide exceptional service to our members and who value giving back and supporting the communities we serve. In addition, we offer the following benefits:
Competitive rates on our Medical, Dental and Vision plans
Generous contribution to your Health Savings Account, if you choose to enroll in one of AmeriCU’s High Deductible Health plans
Paid Holidays
Paid Time off – Vacation, Personal or Sick and Birthday
Employee Appreciation Events
401(k) Matching after 1 year of employment
Employee Assistance Program
Tuition Reimbursement for Full-time employees after 1 year of employment
Life Insurance amp; Accidental Death amp; Dismemberment Insurance, free to all Full-time employees
Enhanced Short Term Disability – at no cost to you!

Learn more:

  • https://www.americu.org/in-our-community/
  • https://www.americu.org/why-americu/

Apply