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Call Center Operations Jobs (NOW HIRING)

MUSC

Manager, Call Center Operations

Charleston, SC · On-site

Summary The Manager of Call Center Operations reports to the Director, Call Center Operations (Ambulatory). Under limited supervision, the Manager of Call Center Operations provides visible and ...

NearU

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Director, Call Center Operations

Charlotte, NC · On-site

Call Center Operations Director Hours : Full Time - Hybrid, onsite Mon - Thurs Location: Charlotte NC Compensation: We pay competitive market rates dependant on experience and qualifications Includes:

NearU

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Director, Call Center Operations

Charlotte, NC · On-site

Call Center Operations Director Hours : Full Time - Hybrid, onsite Mon - Thurs Location: Charlotte NC Compensation: We pay competitive market rates dependant on experience and qualifications Includes:

NearU

Be Seen First

Director, Call Center Operations

Charlotte, NC · On-site

Call Center Operations Director Hours : Full Time - Hybrid, onsite Mon - Thurs Location: Charlotte NC Compensation: We pay competitive market rates dependant on experience and qualifications Includes:

MCI

Call Center Operations Manager

Las Cruces, NM · On-site

Call Center Operations Manager MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple ...

MCI

Call Center Operations Manager

Savannah, GA · On-site

Call Center Operations Manager MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple ...

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Call Center Operations information

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$31.5K

$73.7K

$135.5K

How much do call center operations jobs pay per year?

As of Jun 6, 2026, the average yearly pay for call center operations in the United States is $73,687.00, according to ZipRecruiter salary data. Most workers in this role earn between $52,500.00 and $91,000.00 per year, depending on experience, location, and employer.

What is the difference between Call Center Operations vs Customer Service Representative?

AspectCall Center OperationsCustomer Service Representative
Primary RoleOversees call center processes, manages teams, and ensures operational efficiencyHandles customer inquiries, provides support, and resolves issues
Required SkillsLeadership, process management, communication, technical knowledgeCommunication, problem-solving, product knowledge
Work EnvironmentCall centers, offices, team management settingsCall centers, customer support centers, retail or service locations
Common CertificationsCustomer Service certifications, management coursesCustomer service certifications, product training

While Call Center Operations focuses on managing call center processes and teams, Customer Service Representatives directly interact with customers to address their needs. Both roles require strong communication skills, but Call Center Operations involves more oversight and strategic planning, whereas Customer Service Representatives focus on customer interactions and issue resolution.

What are the key skills and qualifications needed to thrive in Call Center Operations, and why are they important?

Success in Call Center Operations requires excellent communication skills, problem-solving abilities, and a solid understanding of customer service principles, often supported by a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call routing systems, and telephony tools is typically necessary. Outstanding interpersonal skills, patience, and resilience help professionals excel in managing high call volumes and diverse customer interactions. These competencies are crucial for delivering efficient service, maintaining customer satisfaction, and ensuring smooth daily operations.

What are some common challenges faced in a call center operations role, and how can they be managed effectively?

Call center operations professionals often encounter challenges such as high call volumes, managing customer expectations, and maintaining team morale under pressure. Effective time management and clear communication are crucial in handling these situations. Utilizing workforce management tools, regularly training staff, and fostering a supportive environment can help address these challenges. Additionally, collaboration with other departments, like IT and quality assurance, ensures smoother operations and improved customer service.

What are Call Center Operations?

Call Center Operations refer to the management and coordination of activities within a call center to ensure efficient customer service and support. This includes overseeing staff, implementing processes, monitoring performance metrics, and utilizing technology to handle incoming and outgoing calls. Effective call center operations aim to optimize customer satisfaction, reduce wait times, and improve overall productivity. Managers in this field are responsible for training agents, maintaining quality standards, and adapting to changing customer needs.
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What states have the most Call Center Operations jobs? States with the most job openings for Call Center Operations jobs include:
What job categories do people searching Call Center Operations jobs look for? The top searched job categories for Call Center Operations jobs are:
Call Center Operations jobs near you

Call Center Operations Supervisor

Tidal Basin Holdco, LLC

Utica, NY • On-site

Full-time

Posted 22 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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