ZipRecruiter

Log In

1

Call Center Operations Director Jobs in Washington

Soar Autism Center

Center Operations Director

Rockville, MD · On-site

$80K - $100K/yr

The Center Operations Director (COD) role is a high-impact leadership position for someone early-to-mid career who is smart, ambitious, and ready to own real responsibility. This is not a back-office ...

Tier1usa

Center Operations Director

Rockville, MD · On-site

$80K - $100K/yr

Center Operations Director - Fallsgrove Soar Autism Center Address: 2301 Research Boulevard, Rockville, MD 20850, US Compensation: $80,000.00 - $100,000.00/year Schedule: Full time Job Type:

Tier1usa

Center Operations Director

Washington, DC · On-site

$80K - $100K/yr

Center Operations Director - Maryland / DC Metro Area Soar Autism Center Address Washington, DC, US Compensation $80,000.00 - $100,000.00/year Schedule Full time Job Type Permanent Industry Health ...

Tier1usa

Center Operations Director

Greenbelt, MD · On-site

$80K - $100K/yr

Description Soar Autism Center is building a network of interdisciplinary clinics where children ... Direct exposure to senior leaders and multi‑site operators * A collaborative ...

MedStar Health

Supervisor Call Center

Washington, DC · On-site

$49K - $87K/yr

About the Job Our call center has a leadership opportunity located at MedStar Georgetown University ... Director on the planning and implementation of both short- and long-term operational goals while ...

next page

Showing results 1-20

All JobsCall Center Operations JobsCall Center Operations Director JobsCall Center Operations Director Jobs in Washington

Call Center Operations Director information

See Washington salary details

$38.5K

$122K

$203.3K

How much do call center operations director jobs pay per year?

As of Sep 10, 2026, the average yearly pay for call center operations director in Washington is $121,958.00, according to ZipRecruiter salary data. Most workers in this role earn between $85,500.00 and $153,500.00 per year, depending on experience, location, and employer.

What is a call center operations director?

Call Center Operations Directors are senior leaders responsible for overseeing the daily operations, strategic direction, and overall performance of a call center. They manage teams, set service quality standards, implement policies, and work to optimize customer satisfaction and operational efficiency. Their duties often include budgeting, staff training, technology implementation, and ensuring compliance with company and industry regulations. These directors play a crucial role in shaping the customer experience and achieving business goals within the call center environment.

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

To thrive as a Call Center Operations Director, you need expertise in call center management, workforce optimization, and data-driven decision-making, typically supported by a bachelor’s degree in business or a related field. Familiarity with customer relationship management (CRM) platforms, call routing systems, and analytics tools is essential, along with certifications like Six Sigma or COPC. Strong leadership, problem-solving, and communication skills help drive team performance and maintain high customer satisfaction. These skills and qualities are crucial for optimizing operational efficiency, achieving service targets, and fostering a productive work environment.

What are some common challenges faced by a call center operations director, and how can they be addressed?

A Call Center Operations Director often faces challenges such as maintaining high service levels while balancing cost efficiency, managing a diverse team, and adapting to rapidly changing customer expectations. Addressing these requires strong leadership, effective use of performance metrics, and continuous training programs for staff. Implementing robust quality assurance processes and fostering open communication between departments can also help resolve issues quickly and improve overall team performance.

What is the difference between Call Center Operations Director vs Call Center Manager?

AspectCall Center Operations DirectorCall Center Manager
ResponsibilitiesOversees multiple call centers, develops strategic plans, manages budgets, and aligns operations with company goals.Manages daily call center activities, supervises staff, and ensures customer service standards are met.
Required CredentialsBachelor's degree, experience in call center management, leadership skills.Bachelor's degree or equivalent, experience in customer service, team management skills.
Work EnvironmentCorporate office or regional centers, strategic planning focus.Call center floor, direct supervision of agents.

The Call Center Operations Director focuses on strategic oversight and high-level management across multiple centers, while the Call Center Manager handles daily operations and team supervision. Both roles require leadership and customer service experience, but differ in scope and responsibilities.

What are the most commonly searched types of Call Center Operations jobs in Washington?

The most popular types of Call Center Operations jobs in Washington are:

What cities in Washington are hiring for Call Center Operations Director jobs?

Cities in Washington with the most Call Center Operations Director job openings:

Infographic showing various Call Center Operations Director job openings in Washington as of August 2026, with employment types broken down into 87% Full Time, 11% Part Time, and 2% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $121,958 per year, or $58.6 per hour.

Call Center Operations / Shift Lead

Quantico, VA • On-site

Struction Solutions
See more jobs at Struction Solutionsexternal

Other

Re-posted 20 days ago

Job description

Call Center Operations Supervisor

Struction Solutions is a Service-Disabled Veteran-Owned Small Business leading a team supporting the U.S. Marine Corps Sergeant Merlin German Wounded Warrior Call Center Outreach and Resource Support Services. This program supports wounded, ill, and injured Marines, Sailors attached or formerly attached to Marine units, veterans, and their family members through call center operations, outreach, resource referral, and non-medical case management. Positions are contingent upon contract award and final customer approval.

The Call Center Operations Supervisor leads a shift or operational team supporting WWCC live-answer operations, outreach execution, social media monitoring, quality control, escalation, and documentation discipline. The Supervisor ensures CCRs and related support staff meet operational standards and provides immediate coaching when performance, documentation, or service quality issues arise.

Key responsibilities include:

  • Supervise CCRs and/or outreach personnel during assigned shifts.
  • Maintain live-answer discipline, call coverage, escalation, and queue awareness.
  • Monitor call handling, documentation quality, outreach attempts, and social media engagement timeliness.
  • Support daily shift handoff, staffing coverage, schedule adherence, and absence replacement.
  • Review call records and support QA sampling, coaching, and corrective action.
  • Escalate urgent or high-risk situations under mandatory reporting and program protocols.
  • Support monthly metrics collection and performance reporting by location and FTE.

Minimum qualifications include:

  • High school diploma or equivalent required; associate or bachelor's degree preferred.
  • At least three years of call center, customer service, veteran support, case management, or contact center operations experience.
  • At least one year of supervisory, team lead, shift lead, or quality oversight experience.
  • Experience using CRM, case management, call management, or Microsoft 365 collaboration tools.
  • U.S. work authorization required; U.S. citizenship may be required for Government system access.
  • Ability to complete background/security processing and obtain/maintain CAC/MCEN access as required.
  • Ability to complete Privacy Act, HIPAA, information security, and program-specific training.
  • Strong written documentation skills; all contacts and actions must be accurately documented in Government systems such as MCWIITS.
  • Commitment to confidentiality, professionalism, mandatory reporting requirements, and respect for Marine Corps culture.

Preferred qualifications include:

  • Military, veteran, military spouse, or Marine Corps culture experience.
  • Experience in 24/7 operations, healthcare access, crisis support, veteran benefits, military family programs, or Government contract environments.
  • Knowledge of HIPAA, Privacy Act, PII, CUI, or DoD information security requirements.

Location:

  • Contractor Facility, Government Facility, Hybrid

Apply