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Call Center Mission Control Jobs (NOW HIRING)

Berkshire Bank

Call Center Manager

Lincoln, RI · On-site

$55K - $102K/yr

Call Center Reports to: Sales & Customer Support Manager Status: Exempt Grade: 10 Pay Range: $55 ... Regularly reviews calls and emails for quality control and training purposes. Conducts periodic ...

Call Center Remote

Call Center Representative - Remote

$16.50 - $20.50/hr

Because Vision is our Mission, everyone at VIP focuses on providing great patient outcomes and ... The primary function of the REMOTE Call Center Representative is to effectively handle all inbound ...

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Call Center Mission Control information

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$10

$17

$25

How much do call center mission control jobs pay per hour?

As of Jul 4, 2026, the average hourly pay for call center mission control in the United States is $17.91, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $19.23 per hour, depending on experience, location, and employer.

How does a Call Center Mission Control professional contribute to maintaining smooth operations during high-volume periods?

Call Center Mission Control professionals play a critical role in monitoring real-time call traffic and agent availability to ensure service levels are met, especially during high-volume periods. They proactively identify potential bottlenecks or issues, coordinate rapid responses such as reallocating staff or escalating issues, and communicate with team leads and supervisors to implement solutions. This dynamic environment requires quick decision-making and strong collaboration skills, making Mission Control a key partner in maintaining efficient operations and a positive customer experience.

What are Call Center Mission Control roles?

Call Center Mission Control refers to the team or individuals responsible for overseeing the real-time operations of a call center. Their main duties include monitoring call volumes, managing agent schedules, responding to unexpected changes, and ensuring service levels are met. They use specialized software to track key performance indicators and make quick decisions to optimize efficiency. Mission Control acts as the command center, coordinating resources and addressing any issues that arise during daily operations.

What is the difference between Call Center Mission Control vs Call Center Agent?

AspectCall Center Mission ControlCall Center Agent
Primary RoleOversees call center operations, manages team performance, and implements strategiesHandles inbound or outbound customer calls, provides information, and resolves issues
Required CredentialsTypically requires experience in call center management, certifications in customer service or operationsHigh school diploma or equivalent; customer service training often preferred
Work EnvironmentOffice setting, supervisory environment, team managementCall center floor, customer interaction environment
Employer & Industry UsageUsed by call centers to coordinate operations and improve efficiencyUsed by companies across industries to handle customer communications

Call Center Mission Control focuses on managing and optimizing call center operations, while Call Center Agents are responsible for direct customer interactions. Both roles are essential but differ in responsibilities, credentials, and work environment.

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

To excel as a Call Center Mission Control, you need strong analytical abilities, real-time problem-solving skills, and experience with workforce management, often supported by a relevant degree or prior operations experience. Familiarity with workforce management systems (such as NICE, Verint, or Genesys), call routing software, and data analytics tools is typically required. Exceptional communication, multitasking, and decision-making skills help Mission Control professionals coordinate efficiently under pressure and adapt to changing call volumes. These capabilities are vital for ensuring optimal staffing, service levels, and smooth daily operations in a dynamic call center environment.
More about Call Center Mission Control jobs
What job categories do people searching Call Center Mission Control jobs look for? The top searched job categories for Call Center Mission Control jobs are:
Call Center Mission Control jobs near you
Infographic showing various Call Center Mission Control job openings in the United States as of June 2026, with employment types broken down into 82% Full Time, 15% Part Time, and 3% Contract. Highlights an 91% Physical, 1% Hybrid, and 8% Remote job distribution, with an average salary of $37,257 per year, or $17.9 per hour.
Call Center Manager

Call Center Manager

Berkshire Bank

Lincoln, RI • On-site

$55K - $102K/yr

Full-time

Posted 24 days ago

Berkshire Bank rating

6.7

Company rating: 6.7 out of 10

Based on 17 frontline employees who took The Breakroom Quiz

118th of 144 rated banks

Job description

Division: Beacon Bank & Trust
Department: Call Center
Reports to: Sales & Customer Support Manager
Status: Exempt
Grade: 10
Pay Range: $55,588 - $102,474
Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.
Location: Lincoln, RI or Medford, MA
Purpose/Objective:
The Call Center Manager oversees all aspects of a Call Center team within a physical location and remotely. The Call Center Manager will ensure an exceptional customer experience in all customer touchpoints, including phone service and digital communication channels. They will develop efficient operations and strengthen customer relationships through the promotion of products and services that support customer needs and satisfaction. Responsible for managing banking operations, customer relations, sales and services, and as necessary vendor relations. Ensures continuous process improvement by providing leadership, direction, and motivation to the workforce.
Key Accountabilities:
  • Performs supervisor duties by recruiting, selecting, orienting, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Leads by example, with a commitment and passion for creating an exceptional customer experience. Oversees a well-executed monitoring process that ensures a high level of service quality through all communication channels. Handles customer concerns that demand management attention tactfully, promptly and with genuine care for the customer. Maintains thorough knowledge of information systems, applications, regulatory changes and Beacon Bank products and services. Takes incoming customer calls and responds to customer inquiries as required. 30%
  • Ensures proper staffing to handle call and email volume while maintaining high standards for service excellence. Ensures a positive extension of the Beacon Bank brand. Ensures that personnel are effectively utilized. Works effectively together with other managers and supervisors to create maximum coordination and cooperation. Continually seeks ways to improve Call Center service levels, operational efficiency, and productivity. Maintains and improves Call Center operations by monitoring system and employee performance; identifying and resolving problems; preparing and completing action plans; completing audits and analyses; managing system and process improvement and quality assurance programs. 30%
  • Develops and maintains a comprehensive working knowledge of all Beacon Bank systems utilized by the Call Center. Regularly reviews calls and emails for quality control and training purposes. Conducts periodic individual and group meetings to coach, inform, motivate, and train representatives in support of delivering consistently exceptional customer experience. Trains representatives in the ability to identify customer needs and cross-promote appropriate Bank products. Recognizes, rewards, and celebrates the successes and accomplishments of team members. Responsible for the development and coaching of Call Center Supervisors so that they can cultivate and expand employee relationships and handle more complex sales and service issues. 30%
  • Maintains professional and technical knowledge by tracking emerging trends in Call Center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in special projects and support teams. 10%
  • Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one's duties.

Education:
  • Associate degree required or equivalent experience; Bachelor's Degree a plus

Experience:
  • Minimum 5 years banking experience
  • Minimum 2 years Call Center experience
  • Minimum 2 years of experience supervising remote teams preferred
  • Experience leading teams of ten or more

Skills & Knowledge:
  • Customer service/sales skills
  • Proven track record of managing high traffic call centers
  • Ability to lead remote and/or hybrid teams
  • Strong background in developing metrics and benchmarks
  • Experience in creating and implementing call center performance improvement programs
  • Proven leadership and interpersonal skills plus a demonstrated ability to manage, develop, and motivate staff
  • Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast-paced changing work environment
  • Ability to juggle multiple priorities, follow through on projects, and meet deadlines
  • Ability to interface with all levels of staff, Board members, and customers

Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at hr@berkshirebank.com.

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