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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 ...

TruGreen

Contact Center Sales Team Lead

Rochester, MI · On-site

This role will support Contact Center leadership with delegated responsibilities around mentoring ... Manages Ambiguity - Operating effectively, even when things are not certain or the way forward is ...

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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 Aug 18, 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 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 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
Infographic showing various Contact Center Manager job openings in Rochester, MI as of August 2026, with employment types broken down into 85% Full Time, 14% Part Time, and 1% Contract. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution, with an average salary of $60,419 per year, or $29 per hour.

Contact Center Agent

w3r Consulting

Farmington Hills, MI • On-site

$16 - $21.75/hr

Other

Re-posted 25 days ago

Job description

Contact Center Agent

Farmington Hills, Michigan

Category: Customer Service

Job Type: Contract

Location: Farmington Hills, Michigan

Pay Rate: $0

Summary/Basic Purpose: This position is responsible for contributing to the overall success of our National Contact Center by meeting or exceeding customer satisfaction goals, achieving prescribed customer service levels and executing operational objectives. This position handles a high call volume of in-bound calls in a fast-paced environment while processing customer requests for their banking inquiries. This position's structured work schedule may require overtime, evenings, and Saturdays. The role requires sitting for extended periods of time and using a headset for communicating with customers by phone.

Essential Duties/Responsibilities:

  • Provide remarkable customer service by handling inbound and outbound calls, offering problem resolution to support moderate complexity of customer interactions across all lines of business by offering problem resolution.
  • Understanding of our client's core products and services with the ability to recognize an opportunity to deepen the relationship with moderately complex client products and services
  • Demonstrates understanding of system and transactions to support moderately complex customer interactions.
  • Complete account requests such as balance inquiries, reviewing transaction history, check orders, funds transfer etc.
  • Support moderately complex customer interactions, such as closing, or ordering replacement debit cards, travel notes, general debit card inquiries, etc.
  • Assist customers with basic web banking functions, such as unlocking and resetting passwords, mobile banking and alert inquiries, web banking troubleshooting.
  • Effectively collaborate within and across teams and departments.
  • Use problem solving tactics to analyze and troubleshoot customer challenges.

Risk and Compliance:

  • Ensure compliance with applicable federal, state and local laws and regulations.
  • Meet or exceed individual productivity and quality assurance objectives.

Team Support:

  • Ability to effectively collaborate within and across teams.

Qualifications:

Education Requirements:

  • High School/GED

Minimum Experience:

  • 2 years Retail, Financial Sales, or Call/Contact Center
  • 3 years Customer Service Experience
  • 2 years Experience navigating Microsoft Office Products including Word, Excel and PowerPoint including system data entry, and Internet search.
  • 2 years Successful completion of Internal Tier 2 Training Modules
  • Less than 1 year Experience in a financial services or equivalent environment (preferred)
  • Less than 1 year Experience with Debit/ATM Card maintenance, disputes, and investigations (preferred)

Job Specific Knowledge/Skills:

  • Ability to multi-task, set priorities and manage time effectively.
  • Ability to handle a high volume of in-bound calls in a fast-paced environment.
  • Strong active listening and empathy skills including the ability to be attentive, patient and non-judgmental so customers feel their issues are truly being heard.
  • Strong problem-solving skills including the ability to recognize and offer alternative options and help the customer resolve their issue.
  • Ability to resolve any conflicts in a non-confrontational and productive manner.
  • Strong organizational skills
  • Strong communication skills both verbal and written

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