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Contact Center Manager Jobs in Rochester, MI (NOW HIRING)

w3r Consulting

Contact Center Agent

Farmington Hills, MI · On-site

$16 - $21.75/hr

Contact Center Agent Farmington Hills, Michigan Category: Customer Service Job Type: Contract ... Ability to multi-task, set priorities and manage time effectively. * Ability to handle a high ...

w3r Consulting

Contact Center Agent

Farmington Hills, MI · On-site

$16 - $21.75/hr

This position is responsible for contributing to the overall success of our National Contact Center ... Ability to multi-task, set priorities and manage time effectively. * Ability to handle a high ...

w3r Consulting

Contact Center Agent

Farmington Hills, MI · On-site

$16 - $21.75/hr

This position is responsible for contributing to the overall success of our National Contact Center ... Ability to multi-task, set priorities and manage time effectively. * Ability to handle a high ...

w3r Consulting

Contact Center Agent

Farmington Hills, MI · On-site

$16 - $21.75/hr

This position is responsible for contributing to the overall success of our National Contact Center ... Ability to multi-task, set priorities and manage time effectively. * Ability to handle a high ...

w3r Consulting

Contact Center Agent

Farmington Hills, MI · On-site

$16 - $21.75/hr

This position is responsible for contributing to the overall success of our National Contact Center ... Ability to multi-task, set priorities and manage time effectively. * Ability to handle a high ...

w3r Consulting

Contact Center Agent

Farmington Hills, MI · On-site

$16 - $21.75/hr

This position is responsible for contributing to the overall success of our National Contact Center ... Ability to multi-task, set priorities and manage time effectively. * Ability to handle a high ...

w3r Consulting

Contact Center Agent

Farmington Hills, MI · On-site

$16 - $21.75/hr

This position is responsible for contributing to the overall success of our National Contact Center ... Ability to multi-task, set priorities and manage time effectively. * Ability to handle a high ...

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Showing results 1-20

All JobsContact Center JobsContact Center Manager JobsContact Center Manager Jobs in Rochester, MI

Contact Center Manager information

See Rochester, MI salary details

$19.8K

$60.4K

$90.2K

How much do contact center manager jobs pay per year?

As of Jul 7, 2026, the average yearly pay for contact center manager in Rochester, MI is $60,419.00, according to ZipRecruiter salary data. Most workers in this role earn between $47,900.00 and $69,000.00 per year, depending on experience, location, and employer.

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 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.

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 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 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.
More about Contact Center Manager jobs
What are the most commonly searched types of Contact Center jobs in Rochester, MI? The most popular types of Contact Center jobs in Rochester, MI are:
What cities near Rochester, MI are hiring for Contact Center Manager jobs? Cities near Rochester, MI with the most Contact Center Manager job openings:
Contact Center Manager jobs near you
Assistant Contact Center Manager

Assistant Contact Center Manager

Sun, Inc.

Southfield, MI • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 11 days ago

Job description

Job Summary
The Assistant Contact Center Manager supports daily operations of the reservations team by leading a subset of agents and ensuring strong execution of inbound and outbound call performance. They will drive service level, conversion, and revenue results through real-time management, coaching, and adherence to operational standards. This role plays a key part in delivering a high-quality customer experience while supporting occupancy and revenue goals.
Job Duties
  • Leads, hires, trains, schedules, and develops Reservation Specialists, ensuring adherence to company policies and performance expectations. (Essential)
  • Manages inbound call performance to achieve service level, conversion, site nights, and revenue targets on a daily basis. (Essential)
  • Coaches and develops agents through regular call reviews, performance feedback, and targeted sales and service training. (Essential)
  • Executes centralized staffing plans, ensuring proper coverage, attendance, and schedule adherence across the assigned team. (Essential)
  • Identifies performance trends and implements actions to improve conversion, productivity, and customer experience. (Essential)
  • Coordinates team member selection and development and ensures team members comply with appropriate policies and procedures.
  • Supports execution of Contact Center daily operations and strategic direction.
  • Supervises and develops a designated group of Reservation Specialists, ensuring adherence to policies, performance standards, and schedule expectations.
  • Monitors real-time call center activity (queue volume, wait times, agent availability) and takes action to maintain service levels.
  • Ensures a consistent, high-quality customer experience through accurate reservation handling, payment processing, and strong product knowledge.
  • Supports agents with real-time floor support, escalation handling, and performance guidance.
  • Reinforces call handling standards, scripts, and sales techniques to improve conversion and customer experience.
  • Supports execution of marketing campaigns and promotions by ensuring agent readiness and alignment.
  • Provides reporting and performance updates as requested.
  • Other duties as assigned.
Requirements
  • Bachelor's Degree in Business, Sales, Marketing, or related field. (Required)
  • 2 years in leadership or senior agent experience in a contact center, sales, or reservations environment. (Required)
  • Demonstrated leadership abilities
  • Strong organizational and analytical skills
  • Excellent problem-solving skills
  • Advanced computer proficiency in Microsoft Excel, including the ability to use email and internet
  • Ability to travel by car or plane with overnight stays as required
  • Ability to coach and support performance in a high-volume, metrics-driven environment.
  • Strong communication skills
  • Must have a valid driver's license
  • Understanding of contact center operations, including service levels and real-time management.

BENEFITS

At Sun Communities, you will be part of an industry-leading organization where you will be challenged, inspired, rewarded and transformed. We place a high priority on our team members, and this is a big part of what sets us apart. We will ask you to give us your very best every day, and will challenge you with interesting work, stretch assignments, a collaborative and supportive work environment and plenty of learning and growth. In exchange, we will reward you with great pay, advancement opportunities, paid time off, great benefits, and flexibility.

  • Comprehensive Medical and Prescription coverage with 4 plan options so you can choose the plan that best meets the needs of you and your family
  • Comprehensive Dental and Vision Plans
  • On-Site Fitness Center
  • Voluntary Health and Dependent Care Reimbursement Accounts
  • Life, Accidental Death & Dismemberment Insurance and Dependent Life
  • Short and Long-Term Disability Coverage
  • 401(k) Plan with Sun matching contribution
  • Employee Assistance Program
  • Identity Theft Insurance
  • Legal Assistance Plan
  • Pet Insurance
  • Tuition Reimbursement program providing financial support to team members who further their formal education
  • Vacation RV Site Discounts for team members when visiting SunRV Resorts across the nation
  • Team Member Perks & Discounts program with hundreds of discounts on things like travel, merchandise, mobile phone service, and more
  • Up to six weeks of paid parental leave for the birth of a child, adoption, or placement of a child
  • Paid Time Off including ten holidays, vacation, personal, sick time, bereavement and pay for jury duty

Apply for a Corporate Headquarters (HQ) position, located in the Metro Detroit, Michigan market today.

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