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Call Center Operations Specialist Jobs (NOW HIRING)

MCI Careers

Call Center Operations Manager

Savannah, GA · On-site

$50K - $60K/yr

We're seeking dynamic and experienced Call Center Operations Manager to support both commercial and public sector clients. In this role, you'll lead a team of 5-10 supervisors and be directly ...

Mira Home

Director of Call Center Operations

Orem, UT · On-site

$110K - $125K/yr

Your leadership will create the structure, clarity, and consistency that let every Specialist show ... of Call Center Operations serves as both a leader and an operational architect, owning the ...

USO

Center Operations Specialist

Boston, MA · On-site

Center Operations Specialist The Center Operations Specialist position is responsible for executing the day-to-day operations of one or more USO Centers, providing excellent customer service, and ...

USO

Center Operations Specialist

San Diego, CA · On-site

Center Operations Specialist The Center Operations Specialist position is responsible for executing the day-to-day operations of one or more USO Centers, providing excellent customer service, and ...

Conduent, Inc.

Manager, Call Center Operations

Albany, NY · On-site

$77K - $101K/yr

Manager, Call Center Operations The Manager, Call Center Operations is responsible for leading and optimizing contact center operations to deliver an exceptional customer experience while achieving ...

Nearu

Director of Call Center Operations

Charlotte, NC · On-site

$120 - $150/hr

Director of Call Center Operations Company: NearU Services About Us: NearU Services is a people-first home services platform supporting best-in-class HVAC, plumbing, and electrical companies across ...

MCI Careers

Call Center Operations Manager

Wichita, KS · On-site

$50K - $60K/yr

Overview MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver ...

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Call Center Operations Specialist information

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How much do call center operations specialist jobs pay per hour?

As of Aug 13, 2026, the average hourly pay for call center operations specialist in the United States is $18.43, according to ZipRecruiter salary data. Most workers in this role earn between $16.11 and $20.19 per hour, depending on experience, location, and employer.

What are some common challenges faced by call center operations specialists, and how can they be addressed?

Call Center Operations Specialists often encounter challenges such as managing high call volumes, ensuring consistent quality across teams, and adapting to rapidly changing customer needs or technologies. Effective time management, strong communication skills, and the ability to quickly analyze performance data are crucial for overcoming these obstacles. Many specialists find success by proactively collaborating with team leads and agents to identify process improvements and by participating in ongoing training to stay current with best practices.

What is a call center operations specialist?

Call Center Operations Specialists are professionals responsible for overseeing the daily activities and performance of a call center. They ensure that operations run smoothly by monitoring call quality, analyzing performance metrics, and implementing process improvements. Their duties may also include scheduling staff, training new employees, and resolving escalated customer issues. Ultimately, they play a key role in optimizing efficiency and maintaining high standards of customer service within the call center.

What is the difference between Call Center Operations Specialist vs Customer Service Representative?

AspectCall Center Operations SpecialistCustomer Service Representative
Primary RoleOversees call center processes, manages team performance, and implements operational improvements.Handles customer inquiries, provides product or service information, and resolves issues.
Required SkillsOperational management, data analysis, communication, problem-solvingCommunication, empathy, product knowledge, problem-solving
Work EnvironmentCall centers, offices, team management settingsCall centers, retail, or service environments
Common CertificationsCustomer service or call center management certificationsCustomer service certifications often preferred

While both roles involve working in call centers, the Call Center Operations Specialist focuses on managing operations and improving processes, whereas the Customer Service Representative primarily interacts directly with customers to resolve issues and provide information.

What are the key skills and qualifications needed to thrive as a call center operations specialist?

To thrive as a Call Center Operations Specialist, you need strong analytical abilities, process optimization skills, and experience in customer service, often supported by a bachelor's degree or equivalent experience. Proficiency with call center software (such as CRM and workforce management tools), data analytics platforms, and quality monitoring systems is typically required. Excellent communication, problem-solving, and leadership skills help you manage teams and drive continuous improvement. These skills and qualities are vital for ensuring operational efficiency, high customer satisfaction, and effective team performance in a dynamic call center environment.
More about Call Center Operations Specialist jobs
What job categories do people searching Call Center Operations Specialist jobs look for? The top searched job categories for Call Center Operations Specialist jobs are:
Call Center Operations Specialist jobs near you
Infographic showing various Call Center Operations Specialist job openings in the United States as of August 2026, with employment types broken down into 86% Full Time, 11% Part Time, 1% Temporary, and 2% Contract. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution, with an average salary of $38,326 per year, or $18.4 per hour.

Call Center Operations / Shift Lead

STRUCTION SOLUTIONS

Quantico, VA • On-site

Other

Re-posted 22 days ago

Job description

About the program
Struction Solutions is a Service-Disabled Veteran-OwnedSmall Business leading a team supporting the U.S. Marine Corps Sergeant MerlinGerman Wounded Warrior Call Center Outreach and Resource Support Services. Thisprogram supports wounded, ill, and injured Marines, Sailors attached orformerly attached to Marine units, veterans, and their family members throughcall center operations, outreach, resource referral, and non-medical casemanagement. Positions are contingent upon contract award and final customerapproval.
Position summary
The Call Center Operations Supervisor leads a shift oroperational team supporting WWCC live-answer operations, outreach execution,social media monitoring, quality control, escalation, and documentationdiscipline. The Supervisor ensures CCRs and related support staff meetoperational standards and provides immediate coaching when performance,documentation, or service quality issues arise.
Key responsibilities
• Supervise CCRs and/or outreach personnel duringassigned shifts.
• Maintain live-answer discipline, call coverage,escalation, and queue awareness.
• Monitor call handling, documentation quality,outreach attempts, and social media engagement timeliness.
• Support daily shift handoff, staffing coverage,schedule adherence, and absence replacement.
• Review call records and support QA sampling,coaching, and corrective action.
• Escalate urgent or high-risk situations undermandatory reporting and program protocols.
• Support monthly metrics collection andperformance reporting by location and FTE.
Minimum qualifications
• High school diploma or equivalent required;associate or bachelor's degree preferred.
• At least three years of call center, customerservice, veteran support, case management, or contact center operationsexperience.
• At least one year of supervisory, team lead,shift lead, or quality oversight experience.
• Experience using CRM, case management, callmanagement, or Microsoft 365 collaboration tools.
• U.S. work authorization required; U.S.citizenship may be required for Government system access.
• Ability to complete background/securityprocessing and obtain/maintain CAC/MCEN access as required.
• Ability to complete Privacy Act, HIPAA,information security, and program-specific training.
• Strong written documentation skills; allcontacts and actions must be accurately documented in Government systems suchas MCWIITS.
• Commitment to confidentiality, professionalism,mandatory reporting requirements, and respect for Marine Corps culture.
Preferred qualifications
• Military, veteran, military spouse, or MarineCorps culture experience.
• Experience in 24/7 operations, healthcareaccess, crisis support, veteran benefits, military family programs, orGovernment contract environments.
• Knowledge of HIPAA, Privacy Act, PII, CUI, orDoD information security requirements.
Location:
  • Contractor Facility, Government Facility, Hybrid

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