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Call Center Operations Manager Jobs in Fall River, MA

Collabera

Call center representative

Warwick, RI

$16 - $20/hr

... Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing ... Ability to work various shifts within hours of operation. Flexibility is a must, as your shift can ...

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All JobsCall Center Operations JobsCall Center Operations Manager JobsCall Center Operations Manager Jobs in Fall River, MA

Call Center Operations Manager information

See Fall River, MA salary details

$31.6K

$74K

$136K

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

As of Aug 15, 2026, the average yearly pay for call center operations manager in Fall River, MA is $73,970.00, according to ZipRecruiter salary data. Most workers in this role earn between $52,700.00 and $91,300.00 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 popular job titles related to Call Center Operations Manager jobs in Fall River, MA?

For Call Center Operations Manager jobs in Fall River, MA, the most frequently searched job titles are:

What job categories do people searching Call Center Operations Manager jobs in Fall River, MA look for?

The top searched job categories for Call Center Operations Manager jobs in Fall River, MA are:

What cities near Fall River, MA are hiring for Call Center Operations Manager jobs?

Cities near Fall River, MA with the most Call Center Operations Manager job openings:

Call Center Operations Manager jobs near you

Call Center Contact Supervisor

Brownhealth

Providence, RI

$50K - $83K/yr

Full-time

Posted 23 days ago

Job description

SUMMARY:Under the general supervision of the Contact Center Manager, coordinate the activities of the Call Center and supervise the Contact Center Associates and Clinic Schedulers. Participates in the development of policies and procedures related to assigned departmental activities, including process improvements. Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect and Excellence, as these values guide our everyday actions with patients, customers and one another.In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include:Instill Trust and Value DifferencesPatient and Community Focus and CollaborateIn addition, our leaders will demonstrate an aptitude for:Ensure Accountability and Build Effective TeamsDrive Vision and Purpose and Optimize Work ProcessesBy applying core and leadership competencies, leaders help Brown University Health achieve its strategic goals.RESPONSIBILITIES:Interviews, hires, assigns, trains and evaluates staff. Provides guidance and enforces a continuous Contact Center Associate training program. Analyzes employee productivity reports, absence reports and performance for quality and performance improvement.Maintain a procedure manual to define the Contact Center and the Contact Center associates' responsibilities. Recommend and draft new or revise policies and procedures as needed.Conducts periodic individual and/or group staff meetings; maintains minutes. Keep all sources of information updated, orderly and accessible. Respond to and resolve customer (internal and external) complaints about Contact Center services.Monitor expenses against budget; prepare payroll; order supplies.Perform duties of a Contact Center associate when necessary.Maintain quality assurance, safety, environmental and infection control in accordance with established hospital department policies, procedures and objectives.Provide a positive work environment. Provide support and positive feedback.Must be flexible.Perform other related duties as required.MINIMUM QUALIFICATIONS:BASIC KNOWLEDGE:Equivalent to a High School DiplomaEXPERIENCE:Minimum 5 years of experience in a Contact/Call Center Environment. Supervisory experience PreferredExcellent communications / language skills.Computer Skill Level: Proficient SUPERVISORY RESPONSIBILITYupervises up to 30 FTEs.

Pay Range:

$50,523.20-$83,345.60

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:

The Miriam Hospital - 164 Summit Ave Providence, Rhode Island 02906

Work Type:

8:30am-5:00pm M-F

Work Shift:

Day

Daily Hours:

8 hours

Driving Required:

No

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