ZipRecruiter

Log In

1

Call Center Operations Manager Jobs in Springfield, MA

Global Channel Management

Call Center

East Hartford, CT · On-site

$16 - $19.75/hr

Call Center East Hartford, CT, United States $ 17.00 - 18.00 (US Dollar) Sr Call Center needs 6 months minimum experience in call center/dispatcher experience Sr Call Center requires: Must have a ...

Westfield Bank

Call Center Agent

Westfield, MA · On-site

$15.75 - $20.50/hr

Call Center Manager Amount of Travel Required: No Travel Positions Supervised: N/A SCHEDULE ... Operations Management group. * Maintain working knowledge of all Bank products and services ...

Westfield Bank

Call Center Agent

Westfield, MA · On-site

$15.75 - $20.50/hr

Call Center Manager Amount of Travel Required: No Travel Positions Supervised: N/A SCHEDULE ... Operations Management group. * Maintain working knowledge of all Bank products and services ...

Westfield Bank

Call Center Agent

Westfield, MA

$25.92 - $38.88/hr

Call Center Manager Amount of Travel Required: No Travel Positions Supervised: N/A SCHEDULE ... Operations Management group. * Maintain working knowledge of all Bank products and services ...

Westfield Bank

Call Center Agent

Westfield, MA · On-site

$25.92 - $38.88/hr

Call Center Manager Amount of Travel Required: No Travel Positions Supervised: N/A SCHEDULE ... Operations Management group. * Maintain working knowledge of all Bank products and services ...

next page

Showing results 1-20

All JobsCall Center Operations JobsCall Center Operations Manager JobsCall Center Operations Manager Jobs in Springfield, MA

Call Center Operations Manager information

See Springfield, MA salary details

$31.4K

$73.4K

$135K

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

As of Aug 21, 2026, the average yearly pay for call center operations manager in Springfield, MA is $73,430.00, according to ZipRecruiter salary data. Most workers in this role earn between $52,300.00 and $90,700.00 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 job categories do people searching Call Center Operations Manager jobs in Springfield, MA look for?

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

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

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

Call Center Operations Manager jobs near you

Call Center

Global Channel Management

East Hartford, CT • On-site

$16 - $19.75/hr

Other

Re-posted 22 days ago

Job description

Call Center

East Hartford, CT, United States

$ 17.00 - 18.00 (US Dollar)

Sr Call Center needs 6 months minimum experience in call center/dispatcher experience

Sr Call Center requires:

Must have a High School Diploma, or equivalent; six months minimum experience in call center/dispatcher experience

In lieu of an Associate degree without call center experience

Must be able to pass 27-30 wpm typing test.

Must be able to pass a customer service assessment

Must be able to successfully pass a criminal background check and drug test.

Sr Call Center duties:

Provide one-to-one telephone contact with consumers and providers.

Assist with password resets.

Accurately respond to incoming calls received by the call center.

Accurately document all interactions with consumers.

Properly forward calls to Call Center Leadership or other CT agencies per procedures.

Provide clear, complete, accurate and objective information based on full understanding of program requirements.

Log calls into call tracking system; note trends in consumer questions and concerns, report and recommend measures to improve customer service.

Work with consumers in difficult situations.

Handle and data enter complaints in accordance with approved policies and procedures.

Meet and exceed daily standards for calls answered, customer service, and quality.

Global Channel Management logo

About Global Channel Management

Sourced by ZipRecruiter

Global Channel Management is a technology company that specializes in various types of recruiting and staff augmentation. Global Channel Management understands the challenges companies face when it comes to the skills and experience needed to fill the void of the day to day function. Organizations need to reduce training and labor costs but at the same time requiring the best talent for the job. GCM's Ownership and Management teams have extensive Staffing, Recruiting, HR and Executive Leadership knowledge, Experience and Expertise. Our Understanding and Commitment to our Client's Satisfaction are key reasons GCM has been successful in establishing long term relationships.

Industry

Recruiting and staffing services

Company size

11 - 50 Employees

Headquarters location

Austell, GA, US

Year founded

2009

Social media

FacebookTwitter

View All Global Channel Management Jobs

Apply