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Director, Call Center Operations

Charlotte, NC · On-site

Call Center Operations Director Hours : Full Time - Hybrid, onsite Mon - Thurs Location: Charlotte ... They will recruit and manage a high-performing team, drive performance metrics, and deliver ...

kgs

Call Center Supervisor (Nights)

Nashville, TN

This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.

kgs

Call Center Supervisor (Nights)

Nashville, TN

This individual will work closely with the Call Center Operations Manager to implement operational directives, address performance issues, and foster a positive and productive team environment.

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Call Center Operations Manager information

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$31.5K

$73.7K

$135.5K

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

As of Aug 28, 2026, the average yearly pay for call center operations manager in the United States is $73,687.00, according to ZipRecruiter salary data. Most workers in this role earn between $52,500.00 and $91,000.00 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.

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Call Center Operations Manager jobs near you
Infographic showing various Call Center Operations Manager job openings in the United States as of August 2026, with employment types broken down into 88% Full Time, 11% Part Time, and 1% Contract. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution, with an average salary of $73,687 per year, or $35.4 per hour.

Call Center JR Operations Manager

Trinity Staffing Services

San Antonio, TX • On-site

$24 - $25/hr

Other

Posted 3 days ago

New

Job description

**Job Summary

**

The Call Center Junior Operations Manager oversees daily call center operations to ensure efficiency, productivity, quality, and excellent service. This role leads supervisors and team leaders, monitors performance, develops employees, and drives process improvements to achieve organizational goals and customer expectations.

**Key Responsibilities

**

  • Lead daily operations and ensure productivity, service quality, and performance targets are met.

  • Oversee supervisors, team leaders, and frontline staff.

  • Monitor KPIs, including productivity, quality, attendance, and customer satisfaction.

  • Coach and develop supervisors and team leaders through regular performance reviews and training.

  • Identify performance gaps and implement improvement plans.

  • Analyze processes and implement workflow improvements to increase efficiency.

  • Communicate goals, updates, staffing needs, and operational trends to leadership and teams.

  • Ensure compliance with company policies, procedures, and regulatory requirements.

  • Partner with HR on employee relations matters and maintain accurate operational records.

**Qualifications

**

  • Bachelor’s degree in Business Administration, Management, or related field preferred, or equivalent experience.

  • 3–5+ years of call center management experience.

  • Experience leading teams in a fast-paced call center environment.

  • Strong leadership, communication, decision-making, analytical, and problem-solving skills.

**Core Competencies

**

  • Leadership & team development

  • Operational planning & execution

  • Performance management

  • Process improvement

  • Strategic thinking

  • Communication & collaboration

You should be proficient in:

  • Leadership / People Management
  • Coaching and Mentoring Experience
  • Operational Metrics & KPI Management
Trinity Staffing Services logo

About Trinity Staffing Services

Sourced by ZipRecruiter

Trinity Staffing Services, a leading San Antonio staffing agency, has been working with local employers for more than 25 years to find the very best employees for their companies. Our experienced recruiters, extensive screening processes and temp-to-hire arrangements help our client companies avoid expensive hiring mistakes. In San Antonio, we place employees in a wide variety of office positions, including clerical, administration and accounting. We also have client companies looking to fill light industrial positions. We work with a large manufacturing company in Seguin, Texas, to recruit entry-level personnel and to manage their contingent work force.

Industry

Recruiting and staffing services

Company size

51 - 200 Employees

Headquarters location

San Antonio, TX, US

Year founded

1996

Social media

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