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Call Center Operations Manager Jobs in Springfield, MA

MMC Group LP

Be Seen First

Call Center Representative $19+/hr Need ASAP!

East Hartford, CT · On-site

$19.94/hr

High School Diploma or GED required with a minimum of six months of call center experience ... management services, has successfully delivered strategic solutions to large and small businesses ...

Lowe's

Sr. Operations Manager Day

Hartford, CT

... center operations or related area OR 7 years of experience in distribution center/warehouse ... managing resources, time and budgets • Experience using troubleshooting processes to resolve ...

Floor & Décor

Operations Manager

West Hartford, CT

$18/hr

... with the Store Support Center Warehouse/Logistics * Direct/supervise truck appointments ... management experience and proven ability direct operations * Ability to perform in a high volume ...

Floor & Decor

Operations Manager

West Hartford, CT

$18/hr

... with the Store Support Center Warehouse/Logistics * Direct/supervise truck appointments ... management experience and proven ability direct operations * Ability to perform in a high volume ...

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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 13, 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 -- Client Service Representative

Amicis Global

East Hartford, CT • On-site

$20 - $22/hr

Contractor

Posted 24 days ago

Job description

Title: Customer Service Representative
Location: East Hartford, CT 06108
Client: Conduent
Pay: $21/hr on W2
Schedule: Monday–Friday, 8:30 AM – 5:00 PM (Weekends Off)
Duration: 6+ Months of Contract to Hire
Job Summary:
We are seeking experienced and motivated Customer Service Representatives to provide exceptional support as the first point of contact for customers. You'll assist with program information, account inquiries, and password reset support for the online consumer portal. This is a great opportunity to join a professional, team-oriented environment with full-time hours, paid training, and strong growth potential.
Key Responsibilities:
Serve as the initial point of contact for inquiries related to customer programs.
Handle inbound calls professionally and resolve customer issues promptly.
Assist consumers with account access, password resets, and general inquiries.
Document all interactions accurately in the call tracking system.
Escalate calls to leadership or other departments as needed.
Provide clear, accurate, and courteous information in compliance with program standards.
Identify trends in consumer questions and recommend process improvements.
Manage difficult conversations with professionalism and empathy.
Meet and exceed performance standards for quality, accuracy, and call volume.
What You'll Gain:
Full-time employment with steady hours
Paid training and career development opportunities
Positive, team-focused work environment
Monday–Friday schedule with weekends off
Comprehensive benefits options
Qualifications:
High School Diploma or GED required; Associate degree or higher preferred.
Minimum 6 months of call center experience, or equivalent customer service experience.
Must type at least 35 WPM and pass a customer service skills assessment.
Strong verbal and written communication skills.
Ability to multitask, problem-solve, and work in a structured environment.
Must pass a criminal background check and drug screening (8-panel standard).