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Contact Center Manager Jobs in Delaware (NOW HIRING)

F.H. Furr

Call Center Manager (On-Site)

Georgetown, DE · On-site

$70K - $100K/yr

Lead, coach, and develop a team of contact center agents focused on customer service, appointment ... Manage escalated customer concerns and ensure timely, professional resolution. * Monitor customer ...

F.H. Furr

Call Center Manager (On-Site)

Georgetown, DE · On-site

$70K - $100K/yr

Lead, coach, and develop a team of contact center agents focused on customer service, appointment ... Manage escalated customer concerns and ensure timely, professional resolution. * Monitor customer ...

F.H. Furr

Call Center Manager (On-Site)

Georgetown, DE · On-site

$100K/yr

Lead, coach, and develop a team of contact center agents focused on customer service, appointment ... Manage escalated customer concerns and ensure timely, professional resolution. * Monitor customer ...

Fulton Bank

Financial Center Supervisor

Newark, DE · On-site

$24.81 - $41.35/hr

Drive proactive sales conversations by engaging in outbound calls, handling inbound contact center ... Utilize the CRM (Customer Relationship Management) system and other resources to foster ...

Fulton Bank

Financial Center Supervisor

Wilmington, DE · On-site

$24.81 - $41.35/hr

Drive proactive sales conversations by engaging in outbound calls, handling inbound contact center ... Utilize the CRM (Customer Relationship Management) system and other resources to foster ...

Fulton Bank

Financial Center Supervisor

Newark, DE · On-site

$24.81 - $41.35/hr

Drive proactive sales conversations by engaging in outbound calls, handling inbound contact center ... Utilize the CRM (Customer Relationship Management) system and other resources to foster ...

Fulton Bank

Financial Center Supervisor

Lewes, DE · On-site

$24.81 - $41.35/hr

Drive proactive sales conversations by engaging in outbound calls, handling inbound contact center ... Utilize the CRM (Customer Relationship Management) system and other resources to foster ...

Fulton Bank

Financial Center Supervisor

Lewes, DE

$24.81 - $41.35/hr

Drive proactive sales conversations by engaging in outbound calls, handling inbound contact center ... Utilize the CRM (Customer Relationship Management) system and other resources to foster ...

Fulton Bank

Financial Center Supervisor

Lewes, DE · On-site

$24.81 - $41.35/hr

Drive proactive sales conversations by engaging in outbound calls, handling inbound contact center ... Utilize the CRM (Customer Relationship Management) system and other resources to foster ...

Fulton Bank

Financial Center Supervisor

Lewes, DE · On-site

$24.81 - $41.35/hr

Drive proactive sales conversations by engaging in outbound calls, handling inbound contact center ... Utilize the CRM (Customer Relationship Management) system and other resources to foster ...

Fulton Bank

Financial Center Supervisor

Newark, DE · On-site

$24.81 - $41.35/hr

Drive proactive sales conversations by engaging in outbound calls, handling inbound contact center ... Utilize the CRM (Customer Relationship Management) system and other resources to foster ...

Fulton Bank

Financial Center Supervisor

Wilmington, DE

$24.81 - $41.35/hr

Drive proactive sales conversations by engaging in outbound calls, handling inbound contact center ... Utilize the CRM (Customer Relationship Management) system and other resources to foster ...

Fulton Bank

Financial Center Supervisor

Wilmington, DE · On-site

$24.81 - $41.35/hr

Drive proactive sales conversations by engaging in outbound calls, handling inbound contact center ... Utilize the CRM (Customer Relationship Management) system and other resources to foster ...

Fulton Bank

Financial Center Supervisor

Newark, DE

$24.81 - $41.35/hr

Drive proactive sales conversations by engaging in outbound calls, handling inbound contact center ... Utilize the CRM (Customer Relationship Management) system and other resources to foster ...

Fulton Financial

Financial Center Supervisor

Lewes, DE · On-site

$250/hr

Drive proactive sales conversations by engaging in outbound calls, handling inbound contact center ... Utilize the CRM (Customer Relationship Management) system and other resources to foster ...

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All JobsContact Center JobsContact Center Manager JobsContact Center Manager Jobs in Delaware

Contact Center Manager information

See Delaware salary details

$21.5K

$65.7K

$98.1K

How much do contact center manager jobs pay per year?

As of Sep 8, 2026, the average yearly pay for contact center manager in Delaware is $65,697.00, according to ZipRecruiter salary data. Most workers in this role earn between $52,000.00 and $75,100.00 per year, depending on experience, location, and employer.

What does a contact center manager do?

A contact center manager oversees a team of support specialists who handle customer issues through multiple channels, such as online chat, email, and phone calls. In this career, you often lead several tiers of technicians, from entry-level to senior staff members. Your responsibilities include hiring and coaching personnel, facilitating continuing education with the product line, and making regular communication with your team about updates and quality issues. Other duties include typical management functions like scheduling, supervising, and maintaining the group’s morale.

What does a contact center manager do?

A Contact Center Manager oversees the daily operations of a contact center, ensuring efficient handling of customer inquiries, complaints, and support requests across various channels such as phone, email, and chat. They are responsible for leading and training staff, monitoring performance metrics, implementing best practices, and maintaining high levels of customer satisfaction. Additionally, Contact Center Managers analyze workflow, develop strategies to improve processes, and ensure compliance with company policies and industry regulations.

What are the key skills and qualifications needed to thrive as a contact center manager, and why are they important?

To thrive as a Contact Center Manager, you need strong leadership, workforce management, and customer service expertise, often supported by a bachelor's degree and relevant experience. Familiarity with call center software, CRM platforms, and analytics tools is typically required, along with knowledge of industry certifications like COPC or Six Sigma. Excellent communication, problem-solving, and motivational skills help foster team performance and resolve customer issues effectively. These skills ensure efficient operations, high customer satisfaction, and the achievement of organizational goals in a fast-paced environment.

What are some common challenges contact center managers face in balancing operational efficiency with employee engagement?

Contact Center Managers often navigate the challenge of maintaining high service levels and meeting performance metrics while also fostering a positive and supportive work environment for their teams. High call volumes, strict KPIs, and rapidly changing customer needs can create pressure, making it essential to implement effective training, clear communication, and recognition programs. Successful managers prioritize regular feedback sessions, promote work-life balance, and leverage technology to streamline workflows, ensuring both operational targets and employee satisfaction are achieved.

What is the difference between Contact Center Manager vs Customer Service Supervisor?

AspectContact Center ManagerCustomer Service Supervisor
CredentialsTypically requires a bachelor’s degree and experience in call center operationsOften requires a high school diploma or associate degree with customer service experience
Work EnvironmentOversees multiple teams within a call center, managing operations and strategyManages a team of customer service representatives, focusing on daily service quality
Employer & IndustryCommon in large corporations, BPOs, and telecom industriesFound in retail, healthcare, and service industries

The Contact Center Manager has broader responsibilities, including strategic planning and team management across multiple shifts, while the Customer Service Supervisor focuses on daily team supervision and customer interactions. Both roles require strong communication skills but differ in scope and level of responsibility.

More about Contact Center Manager jobs

What are the most commonly searched types of Contact Center jobs in Delaware?

The most popular types of Contact Center jobs in Delaware are:

What cities in Delaware are hiring for Contact Center Manager jobs?

Cities in Delaware with the most Contact Center Manager job openings:

Contact Center Manager jobs near you
Infographic showing various Contact Center Manager job openings in Delaware as of August 2026, with employment types broken down into 85% Full Time, 13% Part Time, and 2% Contract. Highlights an 83% Physical, 2% Hybrid, and 15% Remote job distribution, with an average salary of $65,697 per year, or $31.6 per hour.

Call Center Manager (On-Site)

Georgetown, DE • On-site

F.H. Furr
Construction • 51 - 200 employees
Learn more about F.H. Furrexternal

$70K - $100K/yr

Full-time

Re-posted 26 days ago

F.H. Furr rating

6.6

Company rating: 6.6 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

202nd of 284 rated repair and maintenance companies

Job description

Overview
Call Center Manager (Onsite - Georgetown, DE)
Position Summary
F.H. Furr is seeking an experienced Call Center Manager to lead and develop a team of customer service and booking agents in Georgetown, Delaware. This onsite leadership role is responsible for driving exceptional customer experiences, maximizing appointment bookings, supporting day-to-day contact center operations, and ensuring alignment with our Plumbing, HVAC, and Electrical service teams. The Supervisor will provide coaching, performance management, workforce oversight, and escalation support while partnering closely with Dispatch, General Managers, Sales Leadership, and Operations teams to deliver outstanding results for homeowners across our service areas. F.H. Furr provides residential plumbing, heating, cooling, and electrical services throughout the Mid-Atlantic region and is headquartered in Manassas, VA.
Key Responsibilities
Team Leadership & Performance Management
  • Lead, coach, and develop a team of contact center agents focused on customer service, appointment setting, membership engagement, and revenue generation.
  • Provide real-time support and guidance on customer interactions, service offerings, policies, procedures, and booking opportunities.
  • Conduct regular coaching sessions, performance reviews, and performance improvement discussions.
  • Lead daily huddles, team meetings, and ongoing training initiatives to drive engagement and results.
  • Support onboarding and training of new hires while reinforcing F.H. Furr's customer-first culture.
Customer Experience & Escalation Management
  • Manage escalated customer concerns and ensure timely, professional resolution.
  • Monitor customer interactions and quality scores to identify coaching opportunities and service improvements.
  • Review customer feedback, surveys, and membership-related interactions to enhance the overall customer experience.
  • Serve as a key escalation resource during evenings, weekends, and after-hours operations when necessary.
Contact Center Operations
  • Monitor call queues, service levels, response times, adherence, occupancy, productivity, and overall contact center performance.
  • Ensure adequate staffing coverage and schedule alignment based on call volume and business needs.
  • Assign and maintain agent skill groups and routing configurations.
  • Generate and analyze daily, weekly, and monthly operational reports.
  • Track and communicate key performance metrics to leadership.
Cross-Functional Partnership
  • Collaborate with Dispatch, General Managers, Sales Managers, Field Operations, and Contact Center Leadership to improve booking conversion, customer retention, and operational effectiveness.
  • Support coordination between the contact center and field teams to ensure seamless customer experiences.
  • Assist with special projects, acquisitions, system enhancements, testing initiatives, and process improvement efforts.
Administrative & Compliance Responsibilities
  • Process payroll through ADP, validate employee hours, and administer incentive and spiff programs.
  • Ensure compliance with company policies, procedures, attendance standards, and performance expectations.
  • Maintain accurate documentation related to coaching, performance management, and employee development.
  • Identify workflow improvements that increase efficiency, customer satisfaction, and business performance.
What We're Looking For
  • Previous supervisory or leadership experience in a call center, contact center, customer service, or appointment-setting environment.
  • Strong coaching, communication, and employee development skills.
  • Experience managing KPIs, service levels, conversion metrics, and quality performance.
  • Ability to analyze operational data and drive continuous improvement.
  • Strong problem-solving and escalation management capabilities.
  • Experience with workforce management tools, CRM systems, contact center platforms, and ADP payroll processing preferred.
  • Ability to thrive in a fast-paced, high-volume service organization.
  • HVAC, Plumbing, Electrical, Home Services, Retail Services, or Trades industry experience strongly preferred.
Success Measures
  • Service Level Achievement
  • Appointment Booking & Conversion Rates
  • Customer Satisfaction (CSAT)
  • Quality Assurance Scores
  • Membership Performance & Retention
  • Agent Productivity, Utilization & Adherence
  • Attendance, Engagement & Retention
  • Escalation Resolution Effectiveness
  • Coaching & Employee Development Outcomes
  • Payroll Accuracy & Operational Compliance
Work Location
Onsite - Georgetown, DE (F.H. Furr Delaware Location)
Join a trusted industry leader and play a key role in delivering exceptional service experiences while supporting the growth and success of F.H. Furr's Plumbing, HVAC, and Electrical business.
F.H. Furr may conduct a pre-employment background check and drug test, subject to applicable law.
Posted Min Pay Rate
USD $70,000.00/Yr.
Posted Max Pay Rate
USD $100,000.00/Yr.

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