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Call Center Operations Manager Jobs in Schenectady, NY

Conduent, Inc.

Manager, Call Center Operations

Albany, NY · On-site

$77K - $101K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

The Manager, Call Center Operations is responsible for leading and optimizing contact center operations to deliver an exceptional customer experience while achieving business goals. This role ...

Conduent, Inc.

Manager, Call Center Operations

Albany, NY

$77K - $101K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

The Manager, Call Center Operations is responsible for leading and optimizing contact center operations to deliver an exceptional customer experience while achieving business goals. This role ...

CDTA

Call Center Manager (Albany, NY)

Albany, NY · On-site

$66K - $82K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

CDTA is seeking a strategic and service-driven Call Center Manager to lead daily operations of its Customer Service Center and ensure a high-quality, customer-focused experience on behalf of the ...

CGI

Call Center Specialist

Albany, NY · On-site

$16.75 - $20.75/hr

Call Center Specialist Category: Administration Main location: United States, New York, Albany ... track record of superior operations and production management. Additional Requirements: 1) ...

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All JobsCall Center Operations JobsCall Center Operations Manager JobsCall Center Operations Manager Jobs in Schenectady, NY

Call Center Operations Manager information

See Schenectady, NY salary details

$30.5K

$71.3K

$131.2K

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

As of Aug 14, 2026, the average yearly pay for call center operations manager in Schenectady, NY is $71,337.00, according to ZipRecruiter salary data. Most workers in this role earn between $50,800.00 and $88,100.00 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.

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 Schenectady, NY?

For Call Center Operations Manager jobs in Schenectady, NY, the most frequently searched job titles are:

What job categories do people searching Call Center Operations Manager jobs in Schenectady, NY look for?

The top searched job categories for Call Center Operations Manager jobs in Schenectady, NY are:

What cities near Schenectady, NY are hiring for Call Center Operations Manager jobs?

Cities near Schenectady, NY with the most Call Center Operations Manager job openings:

Call Center Operations Manager jobs near you
Infographic showing various Call Center Operations Manager job openings in Schenectady, NY as of August 2026, with employment types broken down into 81% Full Time, 14% Part Time, 3% Temporary, and 2% Contract. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution, with an average salary of $71,337 per year, or $34.3 per hour.

Manager, Call Center Operations

Conduent, Inc.

Albany, NY • On-site

$77K - $101K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 22 days ago

Conduent rating

6.1

Company rating: 6.1 out of 10

Based on 187 frontline employees who took The Breakroom Quiz

35th of 71 rated call and contact centers

Job description


The Manager, Call Center Operations is responsible for leading and optimizing contact center operations to deliver an exceptional customer experience while achieving business goals.
This role oversees performance, workforce planning, employee development, budgeting, and process improvement across all customer interaction channels.
Key Responsibilities
  • Lead and develop contact center managers and support teams.
  • Drive performance against key metrics, including Service Level, CSAT, NPS, AHT, FCR, and Quality scores.
  • Oversee daily operations across phone, email, chat, and digital channels.
  • Partner with Workforce Management to ensure effective forecasting, scheduling, and staffing.
  • Identify and implement process improvements that increase efficiency and customer satisfaction.
  • Manage operational budgets and control labor and operating expenses.
  • Oversee contact center technologies, including telephony, CRM, workforce management, and AI-enabled tools.
  • Ensure compliance with company policies, regulatory requirements, and quality standards.
  • Foster a culture of accountability, continuous improvement, and employee engagement.

Qualifications
  • Bachelor's degree in Business, Management, Communications, or a related field.
  • 5+ years of contact center leadership experience.
  • 5+ years managing supervisors in a customer service environment.
  • Proven track record of improving operational performance, customer satisfaction, and employee engagement.
  • Strong leadership and team development skills.
  • Experience with workforce management, budgeting, and operational reporting.
  • Strong analytical, problem-solving, and decision-making abilities.
  • Excellent communication, presentation, and change management skills.

Preferred
  • Experience supporting government programs or contracts focused on child support services and solutions.
  • Experience leading teams of 100+ employees.
  • Experience in a high-volume, multi-channel contact center environment.
  • Experience implementing contact center technologies, automation, or AI-enabled solutions.
  • Lean Six Sigma certification or other continuous improvement methodology experience.
  • Multi-site or geographically dispersed team leadership experience.

This role is ideal for a results-driven leader who can balance operational excellence, employee engagement, and customer satisfaction in a fast-paced contact center environment.
Flexible Working
At Conduent, we want you to be yourself. We recognize that everyone is different and that how people want to work and deliver at their best is different for everyone too.
In this role, you can expect the following working conditions:
  • Onsite work: Work in our local office, receiving personal coaching and leadership so that you can provide the best support to our clients and help you grow in your career.

Working For You
Perks and rewards designed for you:
  • Health and Welfare Benefits: Our health and welfare benefits can be tailored to fit you and your family's needs and start on the first day of employment.
  • Retirement Savings: We will support you as you save for your future.
  • Employee Discounts: We offer you access to a vast selection of global, national, and local discounts on merchandise, services, travel, and more.
  • Career Growth Opportunities: We help you thrive, so together, we can grow. We provide opportunities to advance your career with a vast portfolio of businesses and a global footprint.
  • Paid Training: Earn while you learn and continue to grow with access to award-winning learning platforms throughout your Conduent career.
  • Paid time off: We provide attractive paid time off packages designed for you to enjoy your life away from work.
  • Great Work Environment: We are proud of our award-winning culture and the recognition we've received for our diversity efforts.

Join Us
At Conduent, we are one team, one mission. We understand that our success is directly related to the success of our associates.
We strive to create a culture where you can:
  • Bring your authentic self to work.
  • Grow and thrive, both personally and professionally.
  • Make a difference with our clients, in our communities, and with the millions of people we support.

Pay Transparency Laws in some locations require disclosure of compensation and/or benefits-related information. For this position, actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. In addition to base pay, this position, based on business need, may be eligible for a bonus or incentive. In addition, Conduent provides a variety of benefits to employees including health insurance coverage, voluntary dental and vision programs, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO) or vacation and/or sick time. The estimated salary range for this role is $77,700-$101,000.
About Us
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
About the Team
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.

What Conduent employees say

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About Conduent

Sourced by ZipRecruiter

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Industry

It services

Company size

10,000+ Employees

Headquarters location

Florham Park, NJ, US

Year founded

2017

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