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

Caresoft Inc.

Customer Service

Rochester, NY · On-site

$20 - $21/hr

... contact center environment strongly preferred Ability to multi-task and manage multiple conflicting priorities Ability to maintain composure through stressful situations Proficient in Microsoft ...

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

Contact Center Manager information

See Rochester, NY salary details

$21.2K

$64.8K

$96.7K

How much do contact center manager jobs pay per year?

As of Aug 3, 2026, the average yearly pay for contact center manager in Rochester, NY is $64,765.00, according to ZipRecruiter salary data. Most workers in this role earn between $51,300.00 and $74,000.00 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, NY? The most popular types of Contact Center jobs in Rochester, NY are:
What cities near Rochester, NY are hiring for Contact Center Manager jobs? Cities near Rochester, NY with the most Contact Center Manager job openings:
Contact Center Manager jobs near you
Infographic showing various Contact Center Manager job openings in Rochester, NY as of July 2026, with employment types broken down into 1% As Needed, 80% Full Time, 16% Part Time, and 3% Contract. Highlights an 97% Physical, 1% Hybrid, and 2% Remote job distribution, with an average salary of $64,765 per year, or $31.1 per hour.

Contact Center Representative

Finger Lakes Dental Care

Canandaigua, NY • On-site

$18 - $24/hr

Full-time

Medical, Dental, Retirement

Posted 12 days ago

Job description

At Finger Lakes Dental Care, we're on a mission to change the way people feel about going to the dentist. Every phone call is an opportunity to ease anxiety, answer questions, solve problems, and help patients feel confident they're in the right place.

As a Contact Center Team Member, you'll be the first impression of our practice. You'll connect with patients over the phone, schedule appointments, answer questions, and guide them through their dental journey with compassion, professionalism, and exceptional customer service.

If you genuinely enjoy helping people, thrive in a fast-paced environment, and love creating positive experiences, we'd love to meet you.

What You'll Do:

  • Answer incoming calls with warmth, professionalism, and enthusiasm.
  • Schedule new and existing patient appointments while maximizing provider schedules.
  • Listen carefully to patient concerns and ensure they feel heard and valued.
  • Answer questions regarding appointments, insurance, financing, treatment, and office policies.
  • Communicate patient concerns to the appropriate clinical team members.
  • Follow up with patients regarding treatment needs, unanswered questions, and future appointments.
  • Document patient interactions accurately within our practice management software.
  • Collaborate with doctors, hygienists, and administrative team members to provide a seamless patient experience.
  • Maintain patient confidentiality and follow HIPAA guidelines.
  • Support the administrative team with additional responsibilities as needed.

We're Looking For Someone Who:

  • Has exceptional communication and customer service skills.
  • Enjoys helping people and making a positive impact.
  • Stays calm, compassionate, and solution-focused in challenging situations.
  • Is highly organized and detail-oriented.
  • Can comfortably navigate multiple computer systems while talking on the phone.
  • Works well in a fast-paced, team-oriented environment.
  • Is dependable, coachable, and eager to learn.
  • Brings a positive attitude to work every day.

Qualifications:

  • High school diploma or equivalent required.
  • Customer service experience required.
  • Dental experience is a plus—but not required.
  • We are happy to train the right person with outstanding communication skills, compassion, and a passion for helping others.

Our Employees Receive:

  • Competitive pay
  • 4 Uniform Shirts per year
  • Employee Assistance Program
  • Achievable monthly bonuses
  • Paid Continuing Education
  • Medical and Dental Insurance
  • Health Savings account
  • 401k + Employer Match

Schedule:

Monday 6:30 a.m. – 4:00 p.m.
Tuesday 6:30 a.m. – 4:00 p.m.
Wednesday 6:30 a.m. – 4:00 p.m.
Thursday OFF
Friday 6:30 a.m. – 2:00 p.m.

Pay Range:

$18 - 24 per hour based on experience