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Call Center Operations Supervisor Jobs in Raleigh, NC

MDS Communications

Remote Call Center Sales Agent

Cary, NC · Remote

$15 - $16/hr

AnyMDS Communications is looking to hire Call Center Representatives! Are you seeking a job with ... Special Olympics, Habitat for Humanity, CARE, Heifer International, Operation Smile, Project Hope ...

MDS Communications

Remote Call Center Sales Rep

Cary, NC · Remote

$15 - $16/hr

AnyMDS Communications is looking to hire Call Center Representatives! Are you seeking a job with ... Special Olympics, Habitat for Humanity, CARE, Heifer International, Operation Smile, Project Hope ...

Ampcus

Call Center Customer Service Professional - IV

Cary, NC · On-site

$15.75 - $20.50/hr

Call Center Customer Service Professional - IV Job Location: Cary, NC Shifts and Hours: * Day Shift ... 365 service operations team. In this role, you will serve as the critical bridge between our ...

Syntricate Technologies

Genesys PO

Cary, NC · On-site

... center operations. Responsibilities : • Serve as Product Owner for Genesys Telephony (Call Routing, Call Back Assist, Softphone, Integrations to existing Call Center applications) • Partner and ...

McKesson

Supervisor, Customer Support

Cary, NC · On-site

$59K - $98K/yr

The call center supervisor will hire employees and assist in training process, monitoring employees progress, and provided ongoing coaching opportunities to cultivate the knowledge and skills to ...

Summit BHC

Intake RN - Call Center

Garner, NC · On-site

The Intake RN performs the daily operations of patient intake and/or admissions, with may include ... SUPERVISORY REQUIREMENTS:**This position is an Individual Contributor.Why Raleigh Oaks Behavioral ...

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All JobsCall Center Operations Supervisor JobsCall Center Operations Supervisor Jobs in Raleigh, NC

Call Center Operations Supervisor information

See Raleigh, NC salary details

$30.6K

$71.6K

$131.7K

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

As of Sep 13, 2026, the average yearly pay for call center operations supervisor in Raleigh, NC is $71,630.00, according to ZipRecruiter salary data. Most workers in this role earn between $51,000.00 and $88,500.00 per year, depending on experience, location, and employer.

What does a call center operations supervisor do?

A Call Center Operations Supervisor oversees the daily activities of a call center team to ensure efficient and effective customer service. They are responsible for managing staff performance, monitoring call quality, handling escalated issues, and implementing operational policies and procedures. Supervisors also analyze performance metrics, provide coaching and training, and work to meet service level goals. Their primary goal is to ensure customer satisfaction while achieving business objectives.

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

To thrive as a Call Center Operations Supervisor, you need strong leadership, problem-solving abilities, and experience in call center operations, often supported by a relevant degree or supervisory experience. Familiarity with workforce management software, CRM platforms, and call monitoring systems is typically required. Excellent communication, conflict resolution, and motivational skills help you manage teams and maintain high morale. These skills ensure efficient operations, high customer satisfaction, and the achievement of performance targets in a dynamic environment.

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

Call Center Operations Supervisors often face challenges such as managing high employee turnover, maintaining consistent service quality, and resolving escalated customer issues. To address these, supervisors can focus on fostering a supportive team environment, providing regular coaching and feedback, and implementing effective training programs. Additionally, using data-driven performance metrics and open communication channels can help identify issues early and promote continuous improvement within the team.

What are popular job titles related to Call Center Operations Supervisor jobs in Raleigh, NC?

For Call Center Operations Supervisor jobs in Raleigh, NC, the most frequently searched job titles are:

What job categories do people searching Call Center Operations Supervisor jobs in Raleigh, NC look for?

The top searched job categories for Call Center Operations Supervisor jobs in Raleigh, NC are:

Call Center Operations Supervisor jobs near you
Infographic showing various Call Center Operations Supervisor job openings in Raleigh, NC as of September 2026, with employment types broken down into 89% Full Time, and 11% Temporary. Highlights an 85% In-person, and 15% Hybrid job distribution, with an average salary of $71,630 per year, or $34.4 per hour.

Lead Operations Supervisor

Durham, NC • On-site

Durham City Transit Company
See more jobs at Durham City Transit Companyexternal

Full-time

Re-posted 22 days ago

Job description

POSITION SUMMARY – OPERATIONS LEAD SUPERVISOR
Reporting to the Operations Manager, the Operations Lead Supervisor is responsible for the administrative work involved in the planning, coordinating, and supervising of the daily operations of the GoDurham public transit system including, but not limited to, training supervisors on the CAD/AVL system, developing route and schedule assignments for bus operations. Plans, directs, and coordinates activities of personnel to provide passengers with fast, efficient, and safe transportation.
Coordinates dispatching activities, communication with the Operations’ Department, and assignment of drivers to obtain optimum use of facilities, equipment, and human resources. Train all new supervisors to ensure that all company rules, policies, and procedures are clearly understood. Assist the training department when necessary to provide new operator skills deployment. Creates, documents, updates and forwards all personnel and operational records appropriately; Ensures accurate recording of transit ridership data, bus schedule adherence, employee performance, and vehicle maintenance.
Ensures compliance with County, local, state, and federal regulations regarding transit operations such as vehicle safety, driver certifications and training.
GENERAL QUALIFICATIONS
Knowledge: Must have thorough understanding of Durham area and of the GoDurham routes, service policies, employee roster, safety policies, FTA guidelines, and customer service policies. Understanding of transit operations and related regulations required. Post-secondary training in supervision/management, safety, training, human resources, or related fields is desired.
Experience: Four (4) years of direct transit operations experience is a minimal requirement. Prior experience in a supervisory or leadership position is a plus. Internal candidate’s personnel and attendance records will be reviewed for compliance with company policies and procedures.
Skills: Must have well-refined verbal and written communications skills. Organization skills and self-directed work ethic are essential. Must be a strong communicator with effective listening skills. Able to prepare and present clear, concise, and accurate reports to members of management. Proficiency with transportation CAD/AVL software, Microsoft Outlook, Word, and Excel programs is required.
Physical Demands/Work Environment: Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. Vision, hearing, speech, and manual dexterity are required. A valid North Carolina CDL driver’s license is necessary. Must have the ability to read, analyze and interpret general information concerning organizational needs and operations. Other normal office-related physical demands may be necessary.
Mental Demands: Must have the ability to listen, reason, think, concentrate, and interact with others. The ability to exercise self-control and work under stressful conditions is necessary, particularly in employee relations situations.
ESSENTIAL FUNCTIONS
  • Engage with all Operations Supervisors to ensure that company goals and objectives are met on a daily/weekly/monthly basis.
  • Serve as a backup to the Operations Scheduler to ensure that time keeping via the company system is completed for payroll review. Successfully document and communicate across multiple departments to ensure that operator time is correct and delivered in a timely manner.
  • Assigns, directs, and supervises transit, dispatching and related operations:
  • Manages Supervisor Callouts amp; Day-to-Day Schedules. (Call out Coverage and additional shifts). Informs AOM of all Callouts and the scheduled coverage. Works with the AOM to design supervisor shifts and schedule deployment.
  • Oversees the daily work assignments for Operators using the run board, extra board, and stand-by or call-in Operators in accordance with the collective bargaining agreement and appropriate control mechanisms to improve efficiency, labor utilization and cost control.
  • Monitors two-way radio; directs or assists Operators to ensure on-time performance as well as appropriate response to detours, accidents, incidents, etc.
  • Ensures that all Dispatch Logs, Hyperalerts, Incident Reports, and Bus Assignment Logs are stored and readily accessible when necessary.
  • Dispatches replacement buses and operators for vehicles involved in accidents or vehicle breakdowns. Responds to equipment failures, schedule delays, service problems, accidents, injuries, incidents, etc.; takes charge of scene and provides crowd control if needed; works with appropriate emergency officials to resolve such situations; completes reports and follows-up with Safety amp; Training Manager, Operations Manager, or other company officials.
  • Report all daily operational information to the Operations Manager including but not limited to the following: Daily Shift Coverage for Bus Operators, Daily Shift Coverage for Supervisors, Future Scheduling challenges and opportunities, overtime projections, and other items as needed.
  • Participates in the investigation of accidents and injuries and cooperates in the preparation of material and evidence for use in hearings, lawsuits, and insurance investigations; Formulates general safety policies and procedures to be followed in compliance with local, state, and federal rules and regulations; Ensures that drivers meet and comply with all federal, state, and local health and safety regulations, including CDL requirements.
  • Works with Safety Officer, Safety Committee and Operators to establish and maintain a strong safety culture including participation on committees, helping to organize safety displays, managing safety incentive programs, organizing amp; conducting bus rodeo, coordinating Employee-of-the-Month program, and similar activities.
  • The Lead Supervisor is responsible for training, coaching, mentoring all Operations Supervisors. Able to step into any Dispatch, Terminal, or Road Supervisor position if dedicated coverage is not able to be located.
  • All Supervisors are to train, monitor, and discipline Operators as necessary to ensure safe and reliable operations within contractual guidelines and applicable regulations and laws.
  • Conduct periodical road evaluations, on-time performance evaluations, safety checks, schedule adherence, miscellaneous incident reports, reasonable suspicion determinations, fitness for duty checks, credential checks, and accident/incident reports.
  • Provide exceptional customer service to all internal and external clients of GoDurham.
  • On occasion, may operate a vehicle in revenue service.
  • Perform all other duties as assigned..
Acknowledgement
The undersigned employee acknowledges receipt of the Position Description and understands the essential functions, responsibilities, and qualifications for the position.
Furthermore, the employee acknowledges that this Position Description is not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required. The essential functions may change as deemed necessary by management.

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