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Call Center Operations Manager Jobs in Springfield, MA

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 ...

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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 ...

New

Staffing

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Call Center Representative

East Hartford, CT · On-site

$18 - $19.94/hr

... manage high call volumes while maintaining service quality and compliance standards. Key ... center experience OR Associate degree or higher in lieu of experience Ability to pass a 30 WPM ...

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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 Jul 31, 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 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.

How much do call center managers make in the US?

Call center operations managers in the US typically earn an average salary between $60,000 and $90,000 annually, depending on experience, location, and company size. Higher salaries are common in large organizations or metropolitan areas, and managerial roles often require strong leadership and communication skills.

What's the highest paying call center job?

The highest paying call center jobs are typically senior management roles such as Call Center Director or Operations Director, which can earn six-figure salaries. These positions require extensive experience, leadership skills, and often involve overseeing multiple call centers or large teams.

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 is the highest position in a call center?

The highest position in a call center is typically the Director of Call Center Operations or Vice President of Customer Service, responsible for overall strategy, performance, and management of the call center. These roles oversee multiple departments, set policies, and often require extensive experience and leadership skills.

What does an operations manager do in a call center?

A call center operations manager oversees daily operations, manages staff, ensures customer service quality, and implements processes to improve efficiency. They analyze performance metrics, coordinate training, and use tools like workforce management software to meet service goals.
What are popular job titles related to Call Center Operations Manager jobs in Springfield, MA? For Call Center Operations Manager jobs in Springfield, MA, the most frequently searched job titles are:
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 Supervisor

First Choice Health Centers Inc

East Hartford, CT • On-site

$60K - $67K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 25 days ago

Job description

First Choice Health Centers is seeking an experienced Call Center Supervisor to lead our Call Center team. The ideal candidate will have a proven track record in supervising a team of non-exempt associates in a call center setting. This individual will be responsible for overseeing the daily operations of our call center, ensuring that our team meets performance goals and delivers exceptional customer service. You will play a critical role in managing, coaching and supporting call center representatives to achieve both individual and team objectives.
Why First Choice?
We are committed to you! We offer great training, great benefits, career growth and employee well-being! For part time employees:
  • Medical, Dental and Vision Insurance for employees working 30 hours or more
  • 20 days of Vacation, 8 Paid Holidays, and 2 Floating Holidays per year
  • Company paid Life insurance
  • Voluntary Term, Whole Life, Accident and Critical Care Insurance
  • Retirement savings program, including a safe harbor 401k with up to a 4% company match after 6 months of employment
  • Complimentary premium Calm membership (#1 mental health app)
  • Recognition programs
  • Primarily a Monday through Friday schedule working 8:00 am to 4:30 pm. There is one late night until 6 pm with an offset of leaving on Friday at 3 pm.
  • The annual pay range for this position is $60,000 - $67,000. Pay is based on several factors including but not limited to work experience certifications, etc.
For more than 25 years First Choice Health Centers has been a leading nonprofit human services organization that breaks down barriers to care helping individuals and communities live healthier lives. To learn more about First Choice Health Centers, visit us at firstchc.org.
Minimum Knowledge, Skills & Abilities Required:
  • High School diploma or equivalent required; Associate's or Bachelor's degree in Business, Management, Healthcare or related field preferred.
Experience and Training:
  • Minimum of 2 year's leadership experience
  • Minimum of 2 years' administrative support-level experience in a healthcare environment, including emphasis on patient-based customer service.
  • Minimum of 2 years' experience using an enterprise-class Electronic Health Records system, with at least one of those years supporting eClinicalWorks.
  • Previous experience in a Federally Qualified Health Center a plus
  • Strong knowledge of HIPAA rules and regulations.
  • Supervisory experience required
Standard Job Duties:
  • Team Management: Supervise, coach and mentor a team of call center representatives, providing regular feedback and performance evaluations to ensure high levels of motivation and productivity.
  • Performance Monitoring: Track and analyze key performance metrics, including call volume, response time and customer satisfaction, to identify trends and areas for improvement.
  • Training and Development: Conduct training sessions to improve team skills and knowledge, ensuring adherence to company policies, procedures and best practices.
  • Quality Assurance: Monitor and evaluate calls for quality assurance, providing constructive feedback and implementing strategies to enhance service delivery.
  • Issue Resolution: Handle escalated customer complaints and complex issues, working to resolve them effectively and maintaining high levels of customer satisfaction.
  • Reporting: Prepare and present regular reports on team performance, productivity, and other relevant metrics to management.
  • Resource Management: Ensure adequate staffing levels and manage scheduling to meet call center demands and operational needs.
  • Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness within the call center.
  • Compliance: Ensure compliance with company policies, procedures, and regulatory requirements, maintaining a high standard of ethical and professional conduct.
COVID-19 considerations: Employees of First Choice Health Centers must be vaccinated against COVID-19. Certain exemptions may apply.
First Choice is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
First Choice is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.