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Call Center Operations Manager Jobs in Rhode Island

Brownhealth

Call Center Contact Associate

Providence, RI · On-site

$18 - $25.82/hr

SUMMARY Effectively schedule patients into the practice management program respecting the ... Keep equipment operational by following established procedures; reporting malfunctions. EDUCATION

Citizens

Consumer Call Monitoring Manager

Johnston, RI · On-site

The Call Monitoring Manager is responsible for leading and overseeing the call monitoring (quality ... This role partners closely with business leaders, operations, compliance, and training teams to ...

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All JobsCall Center Operations JobsCall Center Operations Manager JobsCall Center Operations Manager Jobs in Rhode Island

Call Center Operations Manager information

See Rhode Island salary details

$30.8K

$72.2K

$132.7K

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

As of Jul 18, 2026, the average yearly pay for call center operations manager in Rhode Island is $72,163.00, according to ZipRecruiter salary data. Most workers in this role earn between $51,400.00 and $89,100.00 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.

How much do call center managers make in the US?

Call center operations managers in the US typically earn an average salary between $60,000 and $90,000 annually, depending on experience, location, and company size. Higher salaries are common in large organizations or metropolitan areas, and managerial roles often require strong leadership and communication skills.

What's the highest paying call center job?

The highest paying call center jobs are typically senior management roles such as Call Center Director or Operations Director, which can earn six-figure salaries. These positions require extensive experience, leadership skills, and often involve overseeing multiple call centers or large teams.

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

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 is the highest position in a call center?

The highest position in a call center is typically the Director of Call Center Operations or Vice President of Customer Service, responsible for overall strategy, performance, and management of the call center. These roles oversee multiple departments, set policies, and often require extensive experience and leadership skills.

What does an operations manager do in a call center?

A call center operations manager oversees daily operations, manages staff, ensures customer service quality, and implements processes to improve efficiency. They analyze performance metrics, coordinate training, and use tools like workforce management software to meet service goals.
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Call Center Operations Manager jobs near you

Call Center Contact Associate

Brownhealth

Providence, RI • On-site

$18 - $25.82/hr

Full-time

Re-posted 9 days ago

Job description

SUMMARY

Effectively schedule patients into the practice management program respecting the scheduling guidelines for each provider and providing the utmost in customer service to our patients. Politely receive and generate phone calls for appointment requests and create complete patient accounts: demographic and insurance information. Highly organized in working referral lists to ensure timely scheduling of appointments. Expert handling of patient issues with excellent customer service skills and patient confidentiality are mandatory.

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these guide our everyday actions with patients, customers and one another.

PRINCIPAL DUTIES AND RESPONSIBILITIES

  • Accurately register patients and schedule appointments following established schedule templates.

  • Manage large volumes of inbound and outbound calls in a timely manner.

  • Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

  • Maintain proper record of all interactions with customers in EMR for tracking purposes.

  • Serve as a central link of communication between patients, medical staff and the general public.

  • Operate computer and IT equipment properly.

  • Keep equipment operational by following established procedures; reporting malfunctions.

EDUCATION

  • High school diploma or GED.

EXPERIENCE

  • Proficient in relevant computer applications.

  • Knowledge of customer service practices and principles.

  • Excellent data entry and typing skills.

  • Ability to handle stressful situations appropriately.

  • Ability to speak clearly and concisely.

  • Ability to read, understand and follow oral and written instructions given in English.

  • Bi-lingual is preferred but not required.

  • Ability to establish and maintain effective working relationships with customers (patients, physicians, coworkers, supervisor, etc.).

  • Ability to represent the organization and serve consumers in a professional manner and promote a positive image of the organization and its services.

  • Interpersonal skills necessary to deal effectively with patients, their representatives, and other personnel/coworkers.


SUPERVISORY RESPONSIBILITY

None.

Pay Range:

$18.00-$25.82

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location:

Brown Health Medical Group - 167 Point Street Providence, Rhode Island 02903

Work Type:

8:30a-5:00p

Work Shift:

Day

Daily Hours:

8 hours

Driving Required:

No

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