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

Cotality

Team Lead, Customer Care

Rochester, NY · On-site

Monitor Workflow: Assist in monitoring daily queues and schedules using contact center management tools to ensure compliance with service level agreements (SLAs). * Utilize Complex Systems: Navigate ...

Cotality

Assoc Manager, Customer Experience

Rochester, NY · On-site

$132K/yr

Provide coverage assistance to Contact Center management team and assist with covering evening/weekend shifts. Job Qualifications: * Bachelor's degree preferred or equivalent 5+ years of relevant ...

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 Sep 1, 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 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, 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 August 2026, with employment types broken down into 2% As Needed, 82% Full Time, 10% Part Time, and 6% Contract. Highlights an 90% In-person, 6% Hybrid, and 4% Remote job distribution, with an average salary of $64,765 per year, or $31.1 per hour.

Contact Center Customer Care Associate

Cotality

Rochester, NY • On-site

$40K - $41K/yr

Full-time

Medical, Life, Retirement, PTO

This job post has expired 1 day ago. Applications are no longer accepted.

Job description

At Cotality, we are driven by a single mission-to make the property industry faster, smarter, and more people-centric. Cotality is the trusted source for property intelligence, with unmatched precision, depth, breadth, and insights across the entire ecosystem. Our talented team of 5,000 employees globally uses our network, scale, connectivity and technology to drive the largest asset class in the world. Join us as we work toward our vision of fueling a thriving global property ecosystem and a more resilient society.
Cotality is committed to cultivating a diverse and inclusive work culture that inspires innovation and bold thinking; it's a place where you can collaborate, feel valued, develop skills and directly impact the real estate economy. We know our people are our greatest asset. At Cotality, you can be yourself, lift people up and make an impact. By putting clients first and continuously innovating, we're working together to set the pace for unlocking new possibilities that better serve the property industry.
Job Description:
About the role
Embrace a fulfilling journey of professional development within a dynamic and fast-paced production environment as a Contact Center Customer Care Associate with Cotality. As the welcoming face of our company, you exhibit professionalism in every customer interaction, prioritizing their satisfaction above all.
Location: Our office is located a t 4545 E River Rd Ste 220, W Henrietta, NY 14586 . Candidates should live within a commutable distance to this site.
Training: New hires receive 4 weeks of training, often administered via a virtual classroom, but instructor led. This will also include on-the-job training and call shadowing. For training, this role will be on site Monday-Thursday, with the option of working remotely on Fridays. The hours of training are Monday - Friday, 9:00am - 6:00pm.
Schedule: This center is open from 7:50am-9:00pm Central Monday - Friday. Post training, employees can exercise a hybrid work model, with 1 day onsite (Thursday) and 4 days working remotely, based on individual performance. This model could change based on business needs. At Week 7 and after, employees could be assigned a schedule which could include coming in earlier than 8:00am, or working later than 5:00pm, but still within center hours of operation. Adherence to working these hours is required, no exceptions.
What you will be doing:
  • Successfully manage inbound call inquiries (approximately 22-25 per day) on behalf of a Cotality client regarding mortgage escrow and tax questions

  • Identify customers' needs, research using various systems (sometimes up to 10 different portals), utilize tools to interpret and analyze data, to provide accurate solutions and guidance, educate customers

  • Actively and accurately documents discussions of inquiries and leverage internal tools/processes for next-level resolution needs

  • Leverage and master the use of multiple contact center management systems/agent desktop software solutions (example Salesforce, Cisco Finesse, Zoho Desk, Freshdesk, Calabrio, Avaya/Verint, Genesys, Five9 or ZOOM International)

  • Consistently meet or exceed individual production metrics and quality KPIs, some of which may be required by client contractual service levels

  • Act in a professional and appropriate manner always, and adhere to a strict schedule, meeting attendance guidelines

Job Qualifications:
Basic Qualifications:
  • High school diploma, GED or equivalent

  • 1+ years of experience in a customer service/customer support role

  • 1+ years of Tech proficiency with MS Office, with heavy use of MS Teams, or Google Suite and a client management system

  • Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail

  • Must successfully meet or exceed personal KPIs, adhere to schedule/attendance and meet required deliverables/deadlines

Preferred Qualifications:
  • A bachelor's or associate degree

  • Tax/banking/mortgage/real estate industry servicing experience

  • Contact Center experience

  • Hands-on tech proficiency in contact center/ workforce engagement management agent software to retrieve, query, update systems using multiple screens simultaneously, preferably Cisco Finesse, Calabrio

Compensation Range:
$40,000 - $41,600 Annually
#LI-Hybrid
Application Window:
This opportunity is expected to remain posted through the date identified below, subject to business needs.
Thrive with Cotality
At Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.
Highlights, depending on role classification, include:
  • Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
  • Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
  • Health: Multiple medical plan options with mental health and wellness support offerings.
  • Retirement: 401(k) with company match and vesting after one year.
  • Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
  • Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!

Cotality is an Equal Opportunity employer committed to attracting and retaining the best-qualified people available, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability or status as a veteran of the Armed Forces, or any other basis protected by federal, state or local law. Cotality maintains a Drug-Free Workplace.
Cotality is fully committed to a work environment that embraces everyone's unique contributions, experiences and values. We offer an empowered work environment that encourages creativity, initiative and professional growth and provides a competitive salary and benefits package. We are better together when we support and recognize our differences.
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