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

General Motors

Command Center Group Manager

Warren, MI · On-site

Serve as a single point of contact for senior leaders during critical events, providing concise ... management, escalation, and command center operations. * Track and report performance vs. key ...

General Motors

Command Center Group Manager

Warren, MI · On-site

Serve as a single point of contact for senior leaders during critical events, providing concise ... management, escalation, and command center operations. * Track and report performance vs. key ...

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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 16, 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 1% As Needed, 82% Full Time, 15% Part Time, 1% Contract, and 1% Nights. Highlights an 93% Physical, 3% Hybrid, and 4% Remote job distribution, with an average salary of $60,419 per year, or $29 per hour.

Contact Center Advocate II - Radiology - Scheduling - Days

Henry Ford Hospital - Detroit Main Campus

Detroit, MI • On-site

$17.50 - $22.75/hr

Full-time

Posted 2 days ago

New

Job description

Under minimal supervision, performs all duties of a Contact Center Advocate I, in a busy call center, on a broader scale. Including all of HFHS services and not limited to a specified practice group and/or multiple locations. Handles multi-channel contacts and interacts with physicians, administrators, patients, and all other stakeholders. Act as a welcoming front door for all callers/customers, instilling loyalty and anticipating needs, while providing efficient, effective customer relationship management.  

From the Hiring Manager: Healthcare experience preferred, EPIC experience preferred, Customer Service/ Call center experience is a plus

Henry Ford Hospital
2799 W Grand Blvd
Detroit, MI 48202

EDUCATION/EXPERIENCE REQUIRED: High school diploma or G.E.D. equivalent required. Two (2) years of customer service experience. An Associate's degree in business or related field preferred. Previous HFHS clinical/customer service experience helpful. Six (6) months experience as a Contact Center Advocate I or one year outpatient clinic setting utilizing HFHS applications. Proficiency with EPIC. Strong computer skills and working knowledge of Microsoft Office products. Maintain the established Quality Assurance & Workforce Adherence goals. Must have the ability to communicate effectively, both verbal and written. Must display strong listening skills. Demonstrates the ability to make sound decisions. PHYSICAL DEMANDS/WORKING CONDITIONS: Work in a health care Contact Center environment. May experience mental/visual strain due to the nature of job requirements. May sit for extended periods of time. Must be physically able to ambulate within the NCO Contact Center and parking structure. Work in a complex environment with frequent changes.

Additional Information
  • Organization: Henry Ford Hospital - Detroit Main Campus
  • Department: Radiology - Scheduling
  • Shift: Day Job
  • Union Code: Not Applicable

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