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Call Center Operations Manager Jobs in Springfield, MA

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 ...

Amazon

Sr. Operations Manager

Charlton, MA · On-site

Our Sr. Operations Managers responsible for all budgetary, people development and operations ... Fulfillment Center. Responsibilities: Drives creation of quality initiatives, process change ...

Amazon

Sr. Operations Manager

Charlton, MA

Our Sr. Operations Managers responsible for all budgetary, people development and operations ... Fulfillment Center. Responsibilities: Drives creation of quality initiatives, process change ...

Amazon

Sr. Operations Manager

Charlton, MA · On-site

Our Sr. Operations Managers responsible for all budgetary, people development and operations ... Fulfillment Center. Responsibilities: Drives creation of quality initiatives, process change ...

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Showing results 1-20

All 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 Jun 10, 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.

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 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
Infographic showing various Call Center Operations Manager job openings in Springfield, MA as of June 2026, with employment types broken down into 1% As Needed, 81% Full Time, 16% Part Time, 1% Temporary, and 1% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $73,430 per year, or $35.3 per hour.
Customer Care/Call Center Specialist

Customer Care/Call Center Specialist

MMC Group

East Hartford, CT • On-site

$19.94/hr

Full-time

Medical, Dental, Vision, Life

This job post has expired today. Applications are no longer accepted.

Job description

Customer Service Representative
Location: East Hartford, CT (Onsite)
Pay Rate: $19.94 per hour
Schedule: Monday through Friday, 8:30 AM - 5:00 PM
Weekends Off
Join a Team That Makes a Difference
Are you passionate about helping people and providing exceptional customer service? We are seeking Customer Service Representatives to serve as the first point of contact for consumers seeking assistance with program information, account access, and password resets through an online consumer portal.
In this role, you will support customers by answering questions, resolving issues, documenting interactions, and ensuring every caller receives accurate and professional assistance. If you enjoy helping others, solving problems, and working in a structured, fast-paced environment, we want to hear from you.
What You'll Do
  • Serve as the initial point of contact for inquiries from potential and existing beneficiaries regarding client programs.
  • Provide professional telephone support to consumers and providers.
  • Assist customers with account access and password reset requests.
  • Accurately answer incoming calls and resolve customer concerns.
  • Document all customer interactions thoroughly and accurately.
  • Forward calls to leadership teams or appropriate Connecticut agencies following established procedures.
  • Provide clear, complete, and accurate information regarding program requirements and services.
  • Log customer interactions into the call tracking system.
  • Identify trends in customer concerns and recommend service improvements.
  • Handle sensitive situations with professionalism and empathy.
  • Process and document complaints according to established policies and procedures.
  • Meet or exceed performance goals related to call volume, quality, and customer satisfaction.

What Makes You Successful
  • Ability to explain complex information in a clear and easy-to-understand manner.
  • Strong customer service mindset and commitment to helping others.
  • Excellent attendance and reliability.
  • Effective verbal and written communication skills.
  • Strong problem-solving and conflict-resolution abilities.
  • Comfortable navigating multiple computer applications simultaneously.
  • Ability to remain calm and professional when assisting frustrated customers.
  • Enjoy working in a structured environment handling high-volume inbound calls.
  • Interest in technology and helping customers use online systems successfully.

Qualifications
  • Must be at least 18 years of age.
  • High School Diploma or GED required with a minimum of six months of call center experience.
  • Candidates with an Associate Degree or higher may qualify without prior call center experience.
  • Must pass a 30 WPM typing test.
  • Must successfully complete a customer service assessment.

What We Offer
  • Competitive pay at $19.94 per hour
  • Monday through Friday schedule
  • Weekends off
  • Stable, full-time hours
  • Opportunity to build valuable customer service experience
  • Supportive team environment

Apply today and become part of a team dedicated to delivering outstanding customer service and helping consumers access important programs and resources.
Job Requirements
Throughout the past 35+ years, MMC, one of the most trusted names in workforce management services, has successfully delivered strategic solutions to large and small businesses in numerous industries.
We have built our reputation on partnering with our clients and candidates to achieve the desired results. Our recruiting professionals have extensive experience matching the right candidate, to the right client, for the right position. We provide the best opportunities to the most talented candidates in a multitude of industries.
MMC is a privately owned business with corporate headquarters in Irving, Texas. With 2,000+ employees, working in 40+ states, MMC is able to support all United States locations, and some international locations.
We appreciate your interest in reviewing this particular position and we encourage you to visit our website where you can always search and apply for opportunities at www.mmcgrp.com
Benefits with MMC Group
MMC offers health insurance plans for our active candidates on assignment, including:
  • Medical, dental, and vision coverage
  • Life and disability insurance
  • Additional voluntary benefits

Join MMC and enjoy the support of a team that values your well-being, both on and off the job!
MMC strives to ensure all job postings confirm details of the position, the rate of pay, and acknowledge that medical benefits are offered.
Get started on your career journey today! Apply to become a part of the MMC Team!
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

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