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Call Center Operations Jobs in Washington, DC (NOW HIRING)

MedStar Health

Supervisor Call Center

Washington, DC · On-site

$49K - $87K/yr

This role is responsible for overseeing Call Center operations at MedStar Health's Georgetown University Hospital (MGUH) ensuring the safe efficient and uninterrupted delivery of communication ...

F.H. Furr

Call Center Manager (On-Site)

Manassas, VA · On-site

$70K - $100K/yr

Contact Center Operations * Monitor call queues, service levels, response times, adherence, occupancy, productivity, and overall contact center performance. * Ensure adequate staffing coverage and ...

F.H. Furr

Call Center Manager (On-Site)

Manassas, VA · On-site

$70K - $100K/yr

Contact Center Operations * Monitor call queues, service levels, response times, adherence, occupancy, productivity, and overall contact center performance. * Ensure adequate staffing coverage and ...

F.H. Furr

Call Center Manager (On-Site)

Manassas, VA · On-site

$100K/yr

Contact Center Operations * Monitor call queues, service levels, response times, adherence, occupancy, productivity, and overall contact center performance. * Ensure adequate staffing coverage and ...

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All JobsCall Center Operations JobsCall Center Operations Jobs in Washington, DC

Call Center Operations information

See Washington, DC salary details

$35.7K

$83.5K

$153.5K

How much do call center operations jobs pay per year?

As of Aug 27, 2026, the average yearly pay for call center operations in Washington, DC is $83,458.00, according to ZipRecruiter salary data. Most workers in this role earn between $59,500.00 and $103,100.00 per year, depending on experience, location, and employer.

What is call center operations?

Call Center Operations refer to the management and coordination of activities within a call center to ensure efficient customer service and support. This includes overseeing staff, implementing processes, monitoring performance metrics, and utilizing technology to handle incoming and outgoing calls. Effective call center operations aim to optimize customer satisfaction, reduce wait times, and improve overall productivity. Managers in this field are responsible for training agents, maintaining quality standards, and adapting to changing customer needs.

What are the key skills and qualifications needed to thrive in call center operations, and why are they important?

Success in Call Center Operations requires excellent communication skills, problem-solving abilities, and a solid understanding of customer service principles, often supported by a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call routing systems, and telephony tools is typically necessary. Outstanding interpersonal skills, patience, and resilience help professionals excel in managing high call volumes and diverse customer interactions. These competencies are crucial for delivering efficient service, maintaining customer satisfaction, and ensuring smooth daily operations.

What are some common challenges faced in a call center operations role, and how can they be managed effectively?

Call center operations professionals often encounter challenges such as high call volumes, managing customer expectations, and maintaining team morale under pressure. Effective time management and clear communication are crucial in handling these situations. Utilizing workforce management tools, regularly training staff, and fostering a supportive environment can help address these challenges. Additionally, collaboration with other departments, like IT and quality assurance, ensures smoother operations and improved customer service.

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

AspectCall Center OperationsCustomer Service Representative
Primary RoleOversees call center processes, manages teams, and ensures operational efficiencyHandles customer inquiries, provides support, and resolves issues
Required SkillsLeadership, process management, communication, technical knowledgeCommunication, problem-solving, product knowledge
Work EnvironmentCall centers, offices, team management settingsCall centers, customer support centers, retail or service locations
Common CertificationsCustomer Service certifications, management coursesCustomer service certifications, product training

While Call Center Operations focuses on managing call center processes and teams, Customer Service Representatives directly interact with customers to address their needs. Both roles require strong communication skills, but Call Center Operations involves more oversight and strategic planning, whereas Customer Service Representatives focus on customer interactions and issue resolution.

How to become a call center operations?

To pursue a role in call center operations, candidates typically need a high school diploma or equivalent, along with strong communication, problem-solving, and organizational skills. Relevant experience in customer service or call center environments, familiarity with call management software, and sometimes certifications in customer service or operations management can enhance prospects.

What are the most commonly searched types of Call Center Operations jobs in Washington, DC?

The most popular types of Call Center Operations jobs in Washington, DC are:

Call Center Operations jobs near you
Infographic showing various Call Center Operations job openings in Washington, DC as of August 2026, with employment types broken down into 1% As Needed, 83% Full Time, 11% Part Time, 1% Temporary, 3% Contract, and 1% Nights. Highlights an 93% Physical, 2% Hybrid, and 5% Remote job distribution, with an average salary of $83,458 per year, or $40.1 per hour.

Call Center Operations / Shift Lead

Quantico, VA • On-site

Struction Solutions
See more jobs at Struction Solutionsexternal

Other

Re-posted 6 days ago

Job description

Call Center Operations Supervisor

Struction Solutions is a Service-Disabled Veteran-Owned Small Business leading a team supporting the U.S. Marine Corps Sergeant Merlin German Wounded Warrior Call Center Outreach and Resource Support Services. This program supports wounded, ill, and injured Marines, Sailors attached or formerly attached to Marine units, veterans, and their family members through call center operations, outreach, resource referral, and non-medical case management. Positions are contingent upon contract award and final customer approval.

The Call Center Operations Supervisor leads a shift or operational team supporting WWCC live-answer operations, outreach execution, social media monitoring, quality control, escalation, and documentation discipline. The Supervisor ensures CCRs and related support staff meet operational standards and provides immediate coaching when performance, documentation, or service quality issues arise.

Key responsibilities include:

  • Supervise CCRs and/or outreach personnel during assigned 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 under mandatory reporting and program protocols.
  • Support monthly metrics collection and performance reporting by location and FTE.

Minimum qualifications include:

  • High school diploma or equivalent required; associate or bachelor's degree preferred.
  • At least three years of call center, customer service, veteran support, case management, or contact center operations experience.
  • At least one year of supervisory, team lead, shift lead, or quality oversight experience.
  • Experience using CRM, case management, call management, or Microsoft 365 collaboration tools.
  • U.S. work authorization required; U.S. citizenship may be required for Government system access.
  • Ability to complete background/security processing and obtain/maintain CAC/MCEN access as required.
  • Ability to complete Privacy Act, HIPAA, information security, and program-specific training.
  • Strong written documentation skills; all contacts and actions must be accurately documented in Government systems such as MCWIITS.
  • Commitment to confidentiality, professionalism, mandatory reporting requirements, and respect for Marine Corps culture.

Preferred qualifications include:

  • Military, veteran, military spouse, or Marine Corps culture experience.
  • Experience in 24/7 operations, healthcare access, crisis support, veteran benefits, military family programs, or Government contract environments.
  • Knowledge of HIPAA, Privacy Act, PII, CUI, or DoD information security requirements.

Location:

  • Contractor Facility, Government Facility, Hybrid

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