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Contact Center Manager Jobs (NOW HIRING)

Birmingham

Contact Center Manager

Birmingham, AL · On-site

Vendor Team Leader/Manager ENVIRONMENT The consumer contact center is responsible for generating and processing sales for all consumer insurance products via telephone, direct sales, and the Internet.

Birmingham

Contact Center Manager

Birmingham, AL · On-site

Vendor Team Leader/Manager ENVIRONMENT The consumer contact center is responsible for generating and processing sales for all consumer insurance products via telephone, direct sales, and the Internet.

Athene

Contact Center Manager

West Des Moines, IA

This role is about more than managing operations-it's about building high-performing teams, driving ... Whether your experience comes from a contact center, operations, retail, hospitality, financial ...

Athene

Contact Center Manager

West Des Moines, IA · On-site

$90 - $140/hr

This role is about more than managing operations--it's about building high-performing teams ... Whether your experience comes from a contact center, operations, retail, hospitality, financial ...

GT Independence

Contact Center Manager

Southington, CT · On-site

The Contact Center (Program) Manager manages an operational unit based in Connecticut supporting stakeholders in Connecticut and other assigned markets as needed. The Program Manager provides real ...

GT Independence

Contact Center Manager

Southington, CT · On-site

$70K - $80K/hr

The Contact Center (Program) Manager manages an operational unit based in Connecticut supporting stakeholders in Connecticut and other assigned markets as needed. The Program Manager provides real ...

DMI

Contact Center Supervisor

Sharonville, OH · On-site

$113K/yr

With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity ... The Contact Center Supervisor serves as the bridge between frontline operations and strategic ...

DMI

Contact Center Supervisor

Sharonville, OH · On-site

With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity ... The Contact Center Supervisor serves as the bridge between frontline operations and strategic ...

DMI

Contact Center Supervisor

Sharonville, OH · On-site

With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity ... The Contact Center Supervisor serves as the bridge between frontline operations and strategic ...

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Contact Center Manager information

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$21.5K

$65.6K

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How much do contact center manager jobs pay per year?

As of Sep 4, 2026, the average yearly pay for contact center manager in the United States is $65,640.00, according to ZipRecruiter salary data. Most workers in this role earn between $52,000.00 and $75,000.00 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 cities are hiring for Contact Center Manager jobs?

Cities with the most Contact Center Manager job openings:

What are the most commonly searched types of Contact Center jobs?

The most popular types of Contact Center jobs are:

Who are the top companies hiring for Contact Center Manager jobs?

The top employers for Contact Center Manager jobs are:

What states have the most Contact Center Manager jobs?

States with the most job openings for Contact Center Manager jobs include:

Contact Center Manager jobs near you
Infographic showing various Contact Center Manager job openings in the United States as of August 2026, with employment types broken down into 88% Full Time, 11% Part Time, and 1% Contract. Highlights an 80% Physical, 2% Hybrid, and 18% Remote job distribution, with an average salary of $65,640 per year, or $31.6 per hour.

Contact Center Manager

First National Bank Alaska

Anchorage, AK

Full-time

Posted 15 days ago

Job description

GENERAL PURPOSE SUMMARY
Lead and optimize the bank's Contact Center Unit (unit) to deliver high-quality, efficient, and compliant service across all customer interaction channels (phone, email, and digital platform). Ensures alignment with the bank's strategic objectives by driving customer satisfaction, operational excellence and team performance while maintaining strict adherence to regulatory and security requirements by performing the following essential duties and responsibilities:
ESSENTIAL DUTIES AND RESPONSIBILITIES
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  1. Manages daily operations of Contact Center; ensures service levels (SLAs), response times, and quality standards are consistently met. Partners with Contact Center Supervisors to manage staffing levels, scheduling, and workforce planning to align with call volumes and business needs.
  2. Drives initiatives to improve customer satisfaction (CSAT), Net Promoter Score (NPS) and first-call resolution. Handles escalated customer issues and ensures timely, effective resolution.
  3. Provides leadership, direction, coaching and development to supervisors and agents to achieve desired performance outcomes. Establishes clear performance expectations, service standards and accountability measures that are aligned with the bank's customer experience strategy.
  4. Tracks key performance indicators (KPIs) such as average handle time, service levels, abandonment rate, and quality scores. Prepares and presents performance reports to senior management and makes recommendations to improve department performance.
  5. Leads the team in identifying and reconciling inefficiencies and implements process improvements, automation, or technology enhancements. Leads continuous improvement initiatives and liaises with other bank departments as needed for system and programing issues.
  6. Oversees the unit's systems, such as CRM, telephony, or IVR (voicemail) platforms. Collaborates with other departments to implement system upgrades.
  7. Collaborates with branch administration, digital banking, compliance, and IT to improve customer experience and service offering.
  8. Ensures adherence to banking regulations, internal policies, data privacy laws, and security standards. Partners with compliance and other administrative teams to implement controls and audit readiness.
  9. Ensures team is strictly adhering to the bank's security procedures for customer identification and red flag identification. Notifies appropriate areas and takes immediate action if fraud is suspected or identified.
  10. Keeps current with pertinent banking laws and regulations, including but not limited to Reg. DD, Reg. CC, Reg. E, Bank Secrecy Act, Community Reinvestment Act, and Right to Financial Privacy Act, FDIC deposit insurance, and Reg. Z.
  11. Performs other work-related duties as assigned by supervisor.
COMPLIANCE EXPECTATIONS
  • Ensure business unit's operations comply with bank policy, procedures, and banking regulations (for business unit heads).
  • Ensure you and your delegates have adequate and current compliance training, and ensure training is completed on time.
  • Stay updated on relevant laws and regulations.
  • Ensure you and your delegates comply with the bank's policies, procedures, laws and regulations.
  • Maintain customer confidence and protect the bank's operations by you and your delegates identifying and protecting confidential information.
SUPERVISORY RESPONSIBILITIES
Manages the Contact Center Unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and making recommendations regarding the hiring and terminating of employees.

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