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Call Center Operations Manager Jobs in New York (NOW HIRING)

Walter Danley

Call Center Manager (On-Site)

Monroe, NJ · On-site

$100K/yr

Overview Call Center Manager (Onsite - Monroe, NJ) Position Summary Danley 911 Home Services has ... Contact Center Operations * Monitor call queues, service levels, response times, adherence ...

City of New York

Call Center Supervisor

Manhattan, NY · On-site

Within DCWP, the Licensing Division is the central operational hub responsible for ensuring that ... managing scheduling to meet call volume demands and minimize hold times and missed contacts ...

City of New York

Call Center Supervisor

Manhattan, NY · On-site

Within DCWP, the Licensing Division is the central operational hub responsible for ensuring that ... managing scheduling to meet call volume demands and minimize hold times and missed contacts ...

MTM LLC

Director of Operations

Colts Neck, NJ

$70K - $100K/yr

Lead, mentor, and manage a team of call center managers and staff, fostering a culture of ... Collaborate with cross-functional teams to align call center operations with company objectives and ...

MTM LLC

Director of Operations

Colts Neck, NJ · On-site

$70K - $100K/yr

Lead, mentor, and manage a team of call center managers and staff, fostering a culture of ... Collaborate with cross-functional teams to align call center operations with company objectives and ...

Bedford Stuyvesant Family Health Center

Be Seen First

Call Center Agent

Brooklyn, NY · On-site

$20/hr

... and administrative operations of the practice. Previous healthcare experience, including ... Manage high volume calls from patients requiring scheduling of appointments/rescheduling of ...

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Showing results 21-40

All JobsCall Center Operations JobsCall Center Operations Manager JobsCall Center Operations Manager Jobs in New York

Call Center Operations Manager information

See New York salary details

$34.5K

$80.6K

$148.2K

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

As of Aug 8, 2026, the average yearly pay for call center operations manager in New York is $80,616.00, according to ZipRecruiter salary data. Most workers in this role earn between $57,400.00 and $99,600.00 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.
What are the most commonly searched types of Call Center Operations jobs in New York? The most popular types of Call Center Operations jobs in New York are:
What are popular job titles related to Call Center Operations Manager jobs in New York? For Call Center Operations Manager jobs in New York, the most frequently searched job titles are:
What job categories do people searching Call Center Operations Manager jobs in New York look for? The top searched job categories for Call Center Operations Manager jobs in New York are:
What cities in New York are hiring for Call Center Operations Manager jobs? Cities in New York with the most Call Center Operations Manager job openings:
What are popular job titles related to Call Center Operations Manager jobs in NY? For Call Center Operations Manager jobs in NY, the most frequently searched job titles are:
Call Center Operations Manager jobs near you
Infographic showing various Call Center Operations Manager job openings in New York as of July 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 79% Full Time, 14% Part Time, and 5% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $80,616 per year, or $38.8 per hour.

Call Center Manager (On-Site)

Walter Danley

Monroe, NJ • On-site

$100K/yr

Full-time

Posted 22 days ago

Job description

Overview
Call Center Manager (Onsite - Monroe, NJ)
Position Summary
Danley 911 Home Services has been serving New Jersey homeowners for over 100 years, providing trusted heating, cooling, plumbing, electrical, generator, and home comfort solutions. As a family-owned company built on quality workmanship, exceptional customer service, and technical expertise, Danley 911 delivers comprehensive home services that help keep homes safe, comfortable, and running smoothly year-round.
The Call Center Manager is responsible for leading the daily performance, productivity, and development of contact center agents while ensuring an outstanding customer experience. This onsite role provides coaching, performance management, workforce oversight, and escalated customer support, while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations teams to drive booking performance, lead conversion, maintenance plan growth, and operational excellence across Danley 911's home services business.
Key Responsibilities
Team Leadership & Performance Management
  • Lead, coach, and develop a team of contact center agents focused on customer service, appointment setting, maintenance plan engagement, and revenue generation.
  • Provide real-time support and guidance on customer interactions, service offerings, policies, procedures, and booking opportunities.
  • Conduct regular coaching sessions, performance reviews, and performance improvement discussions.
  • Lead daily huddles, team meetings, and ongoing training initiatives to drive engagement and results.
  • Support onboarding and training of new hires while reinforcing Danley 911's customer-first culture.
Customer Experience & Escalation Management
  • Manage escalated customer concerns and ensure timely, professional resolution.
  • Monitor customer interactions and quality scores to identify coaching opportunities and service improvements.
  • Review customer feedback, surveys, and maintenance plan-related interactions to enhance the overall customer experience.
  • Serve as a key escalation resource during evenings, weekends, and after-hours operations when necessary.
Contact Center Operations
  • Monitor call queues, service levels, response times, adherence, occupancy, productivity, and overall contact center performance.
  • Ensure adequate staffing coverage and schedule alignment based on call volume and business needs.
  • Assign and maintain agent skill groups and routing configurations.
  • Generate and analyze daily, weekly, and monthly operational reports.
  • Track and communicate key performance metrics to leadership.
Cross-Functional Partnership
  • Collaborate with Dispatch, General Managers, Sales Managers, Field Operations, and Contact Center Leadership to improve booking conversion, customer retention, and operational effectiveness across HVAC, Plumbing, Electrical, Generator, and Home Services operations.
  • Support coordination between the contact center and field teams to ensure seamless customer experiences.
  • Assist with special projects, acquisitions, system enhancements, testing initiatives, and process improvement efforts.
Administrative & Compliance Responsibilities
  • Process payroll through ADP, validate employee hours, and administer incentive and spiff programs.
  • Ensure compliance with company policies, procedures, attendance standards, and performance expectations.
  • Maintain accurate documentation related to coaching, performance management, and employee development.
  • Identify workflow improvements that increase efficiency, customer satisfaction, and business performance.
What We're Looking For
  • Previous supervisory or leadership experience in a call center, contact center, customer service, or appointment-setting environment.
  • Strong coaching, communication, and employee development skills.
  • Experience managing KPIs, service levels, conversion metrics, and quality performance.
  • Ability to analyze operational data and drive continuous improvement.
  • Strong problem-solving and escalation management capabilities.
  • Experience with workforce management tools, CRM systems, contact center platforms, and ADP payroll processing preferred.
  • Ability to thrive in a fast-paced, high-volume service organization.
  • HVAC, Plumbing, Electrical, Generator Services, Home Services, Retail Services, Skilled Trades, or Related Industry experience preferred.
Success Measures
  • Service Level Achievement
  • Appointment Booking & Conversion Rates
  • Customer Satisfaction (CSAT)
  • Quality Assurance Scores
  • Maintenance Plan Performance & Retention
  • Agent Productivity, Utilization & Adherence
  • Attendance, Engagement & Retention
  • Escalation Resolution Effectiveness
  • Coaching & Employee Development Outcomes
  • Payroll Accuracy & Operational Compliance
Work Location
Onsite - Monroe, NJ (Danley 911 Home Services Headquarters)
Join a trusted New Jersey home services leader and play a key role in delivering exceptional customer experiences while supporting the continued growth and success of Danley 911's Heating, Cooling, Plumbing, Electrical, and Generator services.
Danley 911 may conduct a pre-employment background check and drug test, subject to applicable law.
Posted Min Pay Rate
USD $70,000.00/Yr.
Posted Max Pay Rate
USD $100,000.00/Yr.

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