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Call Center Performance Manager Jobs in California

the bugman

Call Center Manager

Anaheim, CA · On-site

$65K/yr

People like working here! Our managers are more like coaches - they provide support and ... Exhibit performance standards and values expected of your team * Develop and enforce call center ...

the bugman

Call Center Manager

Anaheim, CA · On-site

$65K - $85K/yr

People like working here! Our managers are more like coaches - they provide support and ... Exhibit performance standards and values expected of your team * Develop and enforce call center ...

MV Transportation

Call Center Manager

San Rafael, CA · On-site

$75K - $89K/yr

Responsibilities MV Transportation is seeking a Call Center Manager for proposed business to ... performance, efficiency, minimum ride lengths, etc.) and considering operator and vehicle ...

The Bugman

Call Center Manager

Anaheim, CA · On-site

$65K - $85K/yr

People like working here! Our managers are more like coaches - they provide support and ... Exhibit performance standards and values expected of your team * Develop and enforce call center ...

the bugman

Call Center Manager

Anaheim, CA · On-site

$65K - $85K/yr

People like working here! Our managers are more like coaches - they provide support and ... Exhibit performance standards and values expected of your team * Develop and enforce call center ...

ASK Consulting

Call Center Representative

San Diego, CA · On-site

$17 - $21.25/hr

Call Center Representative Location : San Diego, CA Duration : 6 Months Contract to Hire Work ... Knowledge of current matters relating to health maintenance organizations, performance management ...

Brody Pennell HVAC

Call Center Manager

Los Angeles, CA · On-site

$70K - $100K/yr

Position Summary The Call Center Manager is responsible for leading the daily operations of the ... Monitor key performance indicators including booking rates, abandonment rates, response times ...

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Call Center Performance Manager information

What does a call center performance manager do?

A Call Center Performance Manager is responsible for monitoring, analyzing, and improving the efficiency and effectiveness of a call center's operations. They oversee team performance, set targets, implement strategies for process improvement, and ensure customer service standards are met. This role often involves coaching team leaders, analyzing key performance indicators (KPIs), and using data to identify areas for improvement. The manager collaborates with other departments to optimize workflows and resolve issues impacting customer satisfaction.

What are the key skills and qualifications needed to thrive as a call center performance manager?

To thrive as a Call Center Performance Manager, you need strong leadership, data analysis, and operational management skills, often supported by a bachelor's degree in business or a related field. Proficiency with workforce management software, CRM platforms, and performance analytics tools is typically required. Excellent communication, problem-solving, and motivational abilities set top performers apart in this role. These skills are crucial for optimizing team productivity, ensuring customer satisfaction, and achieving organizational targets in a dynamic call center environment.

What are some common challenges faced by a call center performance manager and how can they be addressed?

A common challenge for Call Center Performance Managers is balancing high-quality customer service with productivity targets. Managers often need to motivate teams to meet key performance indicators (KPIs) while ensuring agents maintain positive interactions with customers. Addressing this requires strong coaching skills, clear communication of expectations, and the use of real-time performance analytics. Regular feedback sessions and targeted training can also help agents improve both efficiency and service quality. Additionally, fostering a collaborative team environment helps manage stress and encourages continuous improvement.

What is the difference between Call Center Performance Manager vs Call Center Supervisor?

AspectCall Center Performance ManagerCall Center Supervisor
Primary FocusMonitoring and improving overall performance metrics, analytics, and strategic planningOverseeing daily operations, managing agents, and ensuring service quality
Required CredentialsTypically a bachelor’s degree in business, communications, or related field; experience in performance analysisHigh school diploma or equivalent; experience in customer service and team supervision
Work EnvironmentOffice-based, analytical, strategic planning settingOperational, team management in call center environment
Common UsageUsed by organizations focusing on performance metrics and process improvementsUsed by organizations managing daily call center operations

The Call Center Performance Manager primarily focuses on analyzing performance data and implementing strategies to enhance overall efficiency, while the Call Center Supervisor manages daily team operations and ensures customer service standards are met. Both roles are essential but differ in scope and responsibilities.

What cities in California are hiring for Call Center Performance Manager jobs?

Cities in California with the most Call Center Performance Manager job openings:

Infographic showing various Call Center Performance Manager job openings in California as of August 2026, with employment types broken down into 82% Full Time, 14% Part Time, and 4% Contract. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution.

Call Center Manager

San Rafael, CA

MV Transportation
Trucking • 10K+ employees
Learn more about MV Transportationexternal

$75K - $89K/yr

Full-time

Posted 24 days ago

Key responsibilities

  • Oversee all reservations, scheduling, and dispatching operations to ensure service quality and system efficiency.

  • Manage and monitor call center staff, including staffing, training, quality assurance, and customer service activities.

  • Coordinate trip requests, rescheduling, and system adjustments to meet operational goals and handle issues as they arise.

MV Transportation rating

6.4

Company rating: 6.4 out of 10

Based on 100 frontline employees who took The Breakroom Quiz

Job description

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MV Transportation is seeking aCall Center Manager for proposed businessto oversee all reservations, scheduling, and dispatching operations. He/she will work closely with MV’s management and supervisor teams to confirm service is high quality. They oversee all customer service activities, monitor call hold times, perform quality assurance reviews of all recordings, and work with reservations, dispatch, and scheduling staff to confirm that all call center operations appropriately represent and consistently meet company standards as directed by the company’s operating contract. 

Job Responsibilities: 

  • Appropriately staff the call center. 
  • Manage and oversee training, scheduling of staff, and re-training in any deficient areas the call center staff. 
  • Monitor and oversee all quality assurance/customer service of all call center staff. 
  • Oversee and monitor ticket store staff. 
  • Oversee passenger trip requests manually or through use of an automated system to achieve system goals (productivity, on-time performance, efficiency, minimum ride lengths, etc.) and considering operator and vehicle availability and vehicle capacity types. 
  • Oversee, when necessary, rescheduling trips when necessary in the event of operator or vehicle shortages and in consideration of project work scheduling policies. 
  • Be the direct liaison for the call center staff union. 
  • Act as the direct liaison with the client for the call center and its employees. 
  • Be “on call” during all hours of the call center operations for issues/concerns. 
  • Daily/hourly monitor all system efficiencies and make adjustments when needed. 
  • Work with Payroll Support Manager to handle open enrollment and ongoing benefits for Call Center employees. 
  • Work with Payroll Support Manager on daily and bi-weekly inputting and paying out of Call Center employees' pay. 
  • Maintain professional demeanor and appearance. 
  • Maintain attendance within policy. 
  • Handle multiple tasks accurately and effectively. 
  • Additional responsibilities, as assigned.

Talent Requirements: 

  • High School diploma or equivalent. 
  • Must have Trapeze experience. 
  • Previous data entry, dispatch, customer service, supervisory and/or operating experience desired but not required. 
  • Strong customer service skills. 
  • Data entry experience and general knowledge of windows-based computer operating system and Microsoft Office package. 
  • Knowledge of service area. 
  • Ability to read, write and speak clearly the English language – basic knowledge of Spanish may be required depending on contract location and requirements. 
  • Able to use multi-line phone system and handle multiple tasks concurrently. 
  • Ability to supervise. 
  • Ability to work independently and follow directions. 
  • Ability to adapt and remain flexible in a dynamic environment. 

Starting salary range: $75,000 - $89,000

MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.  The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.  

 

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment. 

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