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Call Center Operations Manager Jobs in Massachusetts

Biz Voice Boost

Call Center Representative

Boston, MA · On-site

$17.50 - $21.75/hr

This entry-level position is ideal for individuals looking to build a career in customer service, call center operations, and client support within a structured and team-oriented environment.

New

Berkshire Bank

Call Center Supervisor

Pittsfield, MA · On-site

$20.50 - $32.12/hr

Call Center Manager Status: Non-Exempt Grade: 7 Pay Range: $20.50 - $32.12 Actual compensation ... Technically proficient in operations & procedures * Attention to detail Beacon Bank is an Equal ...

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Call Center Operations Manager information

See Massachusetts salary details

$34.4K

$80.5K

$148K

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

As of Aug 6, 2026, the average yearly pay for call center operations manager in Massachusetts is $80,476.00, according to ZipRecruiter salary data. Most workers in this role earn between $57,300.00 and $99,400.00 per year, depending on experience, location, and employer.

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

Call Center Operations Managers often face challenges such as high employee turnover, maintaining consistent service quality, and adapting to fluctuating call volumes. To address these, it's important to focus on robust training programs, establish clear performance metrics, and foster a positive team culture. Leveraging technology for real-time monitoring and workforce management can also help streamline operations and improve both agent and customer satisfaction. Proactive communication with team members and continuous process improvement are key strategies for success in this role.

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

AspectCall Center Operations ManagerCall Center Supervisor
ResponsibilitiesOversees overall call center operations, strategic planning, and team managementManages daily team activities, monitors performance, and handles escalations
Required CredentialsBachelor's degree, experience in call center management, leadership skillsHigh school diploma or equivalent, experience in customer service, team supervision
Work EnvironmentOffice-based, strategic meetings, cross-department collaborationOffice or call center floor, direct team supervision
Industry UsageCommon in large call centers, BPOs, and corporate customer serviceFound in smaller call centers, retail, and service industries

The Call Center Operations Manager focuses on strategic oversight and overall performance, while the Call Center Supervisor handles daily team management and immediate customer service issues. Both roles are essential but differ in scope and responsibilities.

What does a call center operations manager do?

A Call Center Operations Manager oversees the daily operations of a call center to ensure high performance and customer satisfaction. They manage staff, implement policies, monitor key metrics, and work to improve efficiency and service quality. Their responsibilities include training employees, handling escalated issues, and ensuring compliance with company standards. Ultimately, they play a crucial role in achieving organizational goals by optimizing call center processes.

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

To thrive as a Call Center Operations Manager, you need strong leadership, analytical, and process optimization skills, often backed by a degree in business or management and relevant call center experience. Familiarity with workforce management software, CRM systems, and quality assurance tools is typically required. Exceptional communication, conflict resolution, and motivational abilities help drive team performance and maintain staff engagement. These qualities are essential for ensuring operational efficiency, high customer satisfaction, and the achievement of organizational targets.
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What cities in Massachusetts are hiring for Call Center Operations Manager jobs? Cities in Massachusetts with the most Call Center Operations Manager job openings:
What are popular job titles related to Call Center Operations Manager jobs in MA? For Call Center Operations Manager jobs in MA, the most frequently searched job titles are:
Call Center Operations Manager jobs near you
Infographic showing various Call Center Operations Manager job openings in Massachusetts as of July 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 77% Full Time, 15% Part Time, and 6% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $80,476 per year, or $38.7 per hour.

Call Center Manager

Automated Health Systems, Inc.

Marlborough, MA • On-site

Full-time

Medical, Dental, Vision, Retirement

Re-posted 11 days ago

Automated Health Systems rating

5.7

Company rating: 5.7 out of 10

Based on 40 frontline employees who took The Breakroom Quiz

191st of 221 rated it services

Job description

Automated Health Systems is seeking a Call Center Manager to support contact center operations and staff leadership to support the Mass Health Medicaid project. This position is an onsite.
Benefits
  • Health, dental, and vision insurance
  • 401(k)
  • Employee wellness program
  • Training and career growth opportunities

Responsibilities
  • Support oversight of daily contact center operations
  • Supervise contact center supervisors and staff
  • Monitor service level metrics and operational performance
  • Assist with staff scheduling and workforce coordination
  • Review reports and analyze operational trends
  • Support staff training and development
  • Monitor contact center systems and performance
  • Collaborate with leadership on operational improvements

Qualifications
  • Bachelor's degree in related field or equivalent experience required
  • 3-5 years of call center management experience
  • Experience in healthcare or human services preferred
  • Strong leadership and communication skills
  • Strong computer and reporting skills

Automated Health Systems is an Equal Opportunity Employer.

What Automated Health Systems employees say

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