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Call Center Operations Manager Jobs in Washington

Octapharma Plasma

Center Operations Manager I

Riverdale, MD · On-site

$28.47 - $37.96/hr

Center Operations Manager I This Is What You'll Do: * Responsible for providing feedback for comprehensive employee performance evaluations, performance improvement plans, individual development ...

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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 May 29, 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 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 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 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 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 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 are popular job titles related to Call Center Operations Manager jobs in Washington? For Call Center Operations Manager jobs in Washington, the most frequently searched job titles are:
What job categories do people searching Call Center Operations Manager jobs in Washington look for? The top searched job categories for Call Center Operations Manager jobs in Washington are:
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

Contact Center Operations Manager

SYS Integration

Washington, DC

Full-time

Posted 25 days ago

Job description

Location: Washington DC metro area

Contact Center Operations Manager

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking an Contact Center Operations Manager to oversee all daily operations for a government contact center, ensuring consistent, highquality service delivery across a 24x7x365 environment. This role provides leadership, operational oversight, and policy governance for all program processes, procedures, and training approvals. The Operations Manager serves as a primary liaison with government stakeholders, addressing escalations, service concerns, and operational performance while ensuring alignment with program expectations and contractual requirements.

Key Responsibilities:

  • Manage and support all daily call center operations, including oversight of 24x7x365 services and support staff.
  • Ensure adherence to program policies, processes, procedures, and training approval workflows.
  • Communicate highlevel escalations, troubleshooting updates, service concerns, and operational reports to government stakeholders.
  • Oversee and approve the creation, revision, and maintenance of operational work instructions and program SOPs.
  • Provide direction and support to operational teams to ensure consistency, quality, and compliance across all customer service functions.
  • Monitor operational performance and collaborate with leadership to resolve issues and improve service delivery.
  • Partner with crossfunctional teams to maintain alignment with program goals and ensure operational readiness.

Qualifications:

  • Experience managing contact center operations of approximately 200 staff or larger.
  • Strong understanding of contact center workflows, performance metrics, and operational best practices.
  • Experience supporting government contracts or working within a regulated environment preferred.
  • Proven ability to manage 24x7x365 operations and lead diverse teams.
  • Strong communication, problemsolving, and stakeholdermanagement skills.
  • Ability to oversee SOP development and ensure consistent operational execution.
  • Bachelor's degree in Business Administration, Operations Management, Public Administration, or a related field.

Must be able to pass a federal background check that inlcudes a credit check. 

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