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Call Center Operations Manager Jobs in Shavertown, PA

Support Services Group

Quality Manager

Kingston, PA · On-site

Partner with the Call Center Operations and Training team to recommend continuing education for call center agents * Create, manage and maintain dashboards and trackers to provide visibility of agent ...

Amazon

Data Center Manager

Berwick, PA

$160K/yr

... the call leader Manage and improve the workflows and through-put for data centers operations ... Ability to travel to or commute between data center locations as needed Willingness to temporarily ...

Amazon

Data Center Manager

Berwick, PA · On-site

$160K/yr

... the call leader Manage and improve the workflows and through-put for data centers operations ... Ability to travel to or commute between data center locations as needed Willingness to temporarily ...

Amazon

Data Center Manager

Berwick, PA · On-site

$160K/yr

Manage a team that maintains cloud infrastructure for global data center operations! AWS is looking ... call leader • Manage and improve the workflows and through-put for data centers operations • ...

ShipMonk

Operations Manager

Pittston, PA · On-site

Operations Managers will lead either a functional operation (Inbound, Outbound, Inventory, etc.) or an entire operational shift within a ShipMonk fulfillment center. You will be responsible for ...

ShipMonk

Operations Manager

Pittston, PA · On-site

Operations Managers will lead either a functional operation (Inbound, Outbound, Inventory, etc.) or an entire operational shift within a ShipMonk fulfillment center. You will be responsible for ...

ShipMonk

Operations Manager

Pittston, PA

Operations Managers will lead either a functional operation (Inbound, Outbound, Inventory, etc.) or an entire operational shift within a ShipMonk fulfillment center. You will be responsible for ...

Amazon

Data Center Facility Manager, Nights

Berwick, PA · On-site

$160K/yr

In this pivotal role, you'll be the guardian of our data center operations, driving reliability and ... Data Center Facility Manger, Nights role acts as Amazon's front line when it comes to hands-on ...

Amazon

Data Center Facility Manager, Nights

Berwick, PA

$160K/yr

In this pivotal role, you'll be the guardian of our data center operations, driving reliability and ... Data Center Facility Manger, Nights role acts as Amazon's front line when it comes to hands-on ...

Amazon

Data Center Facility Manager, Nights

Berwick, PA · On-site

$160K/yr

In this pivotal role, you'll be the guardian of our data center operations, driving reliability and ... Data Center Facility Manger, Nights role acts as Amazon's front line when it comes to hands-on ...

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All JobsCall Center Operations JobsCall Center Operations Manager JobsCall Center Operations Manager Jobs in Shavertown, PA

Call Center Operations Manager information

See Shavertown, PA salary details

$28.8K

$67.3K

$123.8K

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

As of Sep 1, 2026, the average yearly pay for call center operations manager in Shavertown, PA is $67,320.00, according to ZipRecruiter salary data. Most workers in this role earn between $48,000.00 and $83,100.00 per year, depending on experience, location, and employer.

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 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 cities near Shavertown, PA are hiring for Call Center Operations Manager jobs?

Cities near Shavertown, PA 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 Shavertown, PA as of June 2026, with employment types broken down into 1% As Needed, 80% Full Time, 16% Part Time, and 3% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $67,320 per year, or $32.4 per hour.

Quality Manager

Kingston, PA • On-site

Support Services Group Jamaica
See more jobs at Support Services Group Jamaicaexternal

Full-time

Re-posted 9 days ago

Job description

Support Services Group is looking for a high-energy, self-motivated, results-driven Quality Assurance Manager. This position plays a significant role in the Customer Experience by providing insights and data related to agent performance and the customer experience. This ideal candidate will have extensive knowledge in customer service, is detail oriented, and has a passion for analysis. This role will require (but not be limited to) statistical analysis, monitoring omnichannel conversations in a call center environment, update knowledge base articles, recommend continuing education, and support the call center production floor as needed.
Job Functions:
  • Contribute to the team culture in a positive manner
  • Monitor and audit QA and QC performance and suggest changes
  • Listen to and review call center agent conversations with our customers to evaluate performance and ensure policies, positioning, and all standard operating procedures are followed
  • Track acute and systemic trends at both the agent and team level
  • Conduct routine audits and report trends/ improvement opportunities to all stakeholders
  • Partner with the Call Center Operations and Training team to recommend continuing education for call center agents
  • Create, manage and maintain dashboards and trackers to provide visibility of agent performance and call drivers to the organization, aiding in process improvement
  • Assist with creating and editing articles, ensuring education materials for call center agents is appropriate and current
  • Tracks and analyzes team/client monitoring trends and recommends and delivers appropriate training to address negative trends
  • Support the call center team as needed
  • Other duties as assigned

Requirements:
  • Must have advanced English communication skills.
  • Prior supervisory experience is required.
  • 1+ years' experience as a Quality Assurance Specialist in a call center environment, evaluating and scoring member calls
  • HS Diploma or GED or equivalent experience
  • Great people skills and ability to communicate (negative) feedback
  • Demonstrated proficiency in Excel and Microsoft Office
  • Strong attention to detail
  • Effective time management, ability to handle high-volume daily workload efficiently
  • Strong analytical skills - ability to work with data and develop insights
  • An obsession with customer experience and customer satisfaction
  • Strong communication, interpersonal, and presentation Skills
  • Empathic communicator with a consultative approach, able to see things from another individual's point of view

Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world's best brands and their customers. We're an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.

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