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Call Center Operations Manager Jobs in Washington

ITCON Services

Call Center Lead Operator

Bethesda, MD · On-site

... management solutions that exceed customer expectations. We are seeking dedicated Call Center Lead ... for IT support operations--ensuring your team delivers accurate, timely, and protocol-driven ...

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Call Center Operations Manager information

See Washington salary details

$35.7K

$83.5K

$153.5K

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

As of Jun 26, 2026, the average yearly pay for call center operations manager in Washington is $83,458.00, according to ZipRecruiter salary data. Most workers in this role earn between $59,500.00 and $103,100.00 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 highest salary in a call center?

The highest salaries for a Call Center Operations Manager can reach up to $100,000 or more annually, depending on experience, location, and company size. Senior managers with extensive experience and specialized skills in operations, leadership, and technology may earn higher compensation, often supplemented with bonuses and benefits.

What jobs pay 2000 a day?

Jobs that can pay $2,000 a day typically include high-level executive roles, specialized medical professionals, certain consulting positions, and some sales or trading roles in finance. These jobs often require advanced skills, extensive experience, and sometimes certifications, and may involve long hours or high-pressure environments.

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 daily operations of a call center, including managing staff, ensuring customer service quality, implementing policies, and meeting performance targets. They often analyze data, coordinate training, and use tools like workforce management software to optimize efficiency.

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.
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What cities in Washington are hiring for Call Center Operations Manager jobs? Cities in Washington with the most Call Center Operations Manager job openings:
What are popular job titles related to Call Center Operations Manager jobs in WA? For Call Center Operations Manager jobs in WA, the most frequently searched job titles are:
Call Center Operations Manager jobs near you
Infographic showing various Call Center Operations Manager job openings in Washington as of June 2026, with employment types broken down into 1% As Needed, 84% Full Time, 11% Part Time, 1% Temporary, 2% Contract, and 1% Nights. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $83,458 per year, or $40.1 per hour.
On-Site Call Center Operations Manager

On-Site Call Center Operations Manager

Leidos

Washington, DC • On-site

$82K - $149K/yr

Full-time

Posted 23 hours ago

Leidos rating

8.4

Company rating: 8.4 out of 10

Based on 147 frontline employees who took The Breakroom Quiz

56th of 430 rated business services

Job description

The On-Site Call Center Operations Manager provides oversight of all Call Center services, serving as an escalation point for specified cases and staff concerns.

This role:

  • Leads, directs, and manages a team of Call Center Supervisors while ensuring operational effectiveness across the Call Center

  • Monitors compliance with referral processes, warm handoffs, electronic case management system reporting requirements, and all applicable security and safeguarding procedures and directives.

  • Reviews and provides feedback on Call Center Service Level Agreements (SLAs) as well as call and chat performance metrics to ensure adherence to established standards and continuous service improvement.

Job Responsibilities

  • Provide operational oversight of all Call Center services to ensure effective, compliant, and high-quality service delivery.

  • Serve as the primary escalation point for at-risk cases, complex situations, and staff concerns.

  • Lead, direct, and manage a team of Call Center Supervisors and clinical supervisors to ensure policy compliance and achievement of Service Level Agreement (SLA) metrics.

  • Monitor compliance with referral processes, warm handoffs, electronic case management system documentation requirements, and all applicable security and safeguarding directives.

  • Review and analyze SLA performance data, call and chat metrics, and quality indicators to ensure adherence to established standards and drive continuous service improvement.

  • Provide coaching, guidance, and performance oversight to supervisory staff to maintain operational excellence.

  • Regularly meet with and provide operational updates to the Director and other program leadership as required.

  • Ensure adherence to contractual, regulatory, and program standards across all call center functions.

  • Support quality assurance initiatives and implement corrective actions as needed to improve service delivery outcomes.

  • Perform additional duties as assigned.

Basic Qualifications

  • Master's degree from an accredited graduate program in a behavioral health field such as Social Work, Psychology, Marriage and Family Therapy, or Counseling.

  • Current, valid, unrestricted independent counseling license issued by a State, District of Columbia, U.S. Commonwealth, or U.S. Territory.

  • Minimum of five years of full-time, post-licensure counseling experience.

  • Documented experience providing counseling supervision, oversight, and management.

  • Strong customer service skills and demonstrated knowledge of call center operations.

  • Ability to build strong customer relationships and deliver solutions

  • Ability to exhibit strong business and financial acumen

  • Ability to develop strategy, plan and prioritize work aligned to program/organization goals, and deliver solutions for the business

  • Ability to establish clear responsibilities, processes and accountability measures for your team

  • Ability to build effective teams and talented team members

  • Ability to assist employees in meeting both their career and organizational goals

  • Ability to motivate, drive engagement, vision, and gain trust through honesty, integrity, and authenticity from your team

  • Ability to consistently achieve results under tough circumstances and manage complex situations

  • Proficiency in Microsoft Office applications including Word, Outlook, and Excel, as well as web-based research and electronic documentation systems.

  • Strong leadership, analytical, and communication skills.

  • U.S. citizenship and fluency in English required.

  • Ability to successfully pass criminal history, fingerprint background checks, and credential verification required.

  • Ability to maintain and retain suitability investigation and clearance as required.

  • Proficient in navigating electronic systems, computer programs, and virtual service platforms.

Preferred Qualifications

  • Certified Employee Assistance Professional (CEAP) credential.

  • Call center experience.

  • Telehealth experience.

  • Employee assistance program (EAP) experience.

  • People leader management or supervisory experience.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

Original Posting:June 25, 2026

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:Pay Range $82,550.00 - $149,225.00

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

What Leidos employees say

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About Leidos

Sourced by ZipRecruiter

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainable practices. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community.

Industry

It services

Company size

10,000+ Employees

Headquarters location

Reston, VA, US

Social media

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