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Vice President Call Center Operations Jobs (NOW HIRING)

Modaxo - Elovate

Call Center Supervisor

El Paso, TX · On-site

Call Center Supervisor Department Operations / Customer Support Reports To VP, Operations Location El Paso, TX Travel Minimal FLSA Status Exempt (Salaried) Role Summary The Call Center Supervisor ...

Modaxo - Elovate

Call Center Supervisor

El Paso, TX

Call Center Supervisor Department Operations / Customer Support Reports To VP, Operations Location El Paso, TX Travel Minimal FLSA Status Exempt (Salaried) Role Summary The Call Center Supervisor ...

MUSC

Manager, Call Center Operations

Charleston, SC · On-site

Summary The Manager of Call Center Operations reports to the Director, Call Center Operations (Ambulatory). Under limited supervision, the Manager of Call Center Operations provides visible and ...

TalentRemedy

VP of Logistics & Operations

Atlanta, GA · On-site

Vice President Of Logistics & Operations Company Overview: Family-owned and rooted in purpose for ... This individual will split time between the company's main office and its distribution center ...

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Director, Call Center Operations

Charlotte, NC · On-site

Call Center Operations Director Hours : Full Time - Hybrid, onsite Mon - Thurs Location: Charlotte NC Compensation: We pay competitive market rates dependant on experience and qualifications Includes:

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Director, Call Center Operations

Charlotte, NC · On-site

Call Center Operations Director Hours : Full Time - Hybrid, onsite Mon - Thurs Location: Charlotte NC Compensation: We pay competitive market rates dependant on experience and qualifications Includes:

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Director, Call Center Operations

Charlotte, NC · On-site

Call Center Operations Director Hours : Full Time - Hybrid, onsite Mon - Thurs Location: Charlotte NC Compensation: We pay competitive market rates dependant on experience and qualifications Includes:

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How much do vice president call center operations jobs pay per year?

As of Jul 4, 2026, the average yearly pay for vice president call center operations in the United States is $155,780.00, according to ZipRecruiter salary data. Most workers in this role earn between $115,500.00 and $185,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Vice President Call Center Operations, and why are they important?

To thrive as a Vice President Call Center Operations, you need extensive experience in call center management, strategic planning, and a strong understanding of customer service metrics, often supported by a bachelor's or master's degree in business or a related field. Familiarity with workforce management systems, CRM platforms, quality monitoring tools, and Six Sigma or similar process improvement certifications is highly valued. Exceptional leadership, analytical thinking, and communication skills enable effective team management and cross-functional collaboration. These skills ensure efficient call center performance, high customer satisfaction, and alignment with organizational goals.

What does a Vice President of Call Center Operations do?

A Vice President of Call Center Operations oversees the overall strategy, management, and performance of a company's call center or customer service operations. They are responsible for setting goals, implementing process improvements, ensuring customer satisfaction, managing budgets, and leading teams of managers and agents. This role often involves analyzing data to optimize efficiency and developing training programs to enhance service quality. The VP also collaborates with other departments to align call center objectives with broader company goals.

What are some common challenges faced by a Vice President of Call Center Operations, and how can they be addressed?

A Vice President of Call Center Operations often faces challenges such as managing large, diverse teams across multiple locations, maintaining high customer satisfaction while optimizing costs, and implementing new technologies to improve efficiency. Addressing these challenges requires strong leadership, clear communication, and the ability to drive change management initiatives. Building a culture of continuous improvement and investing in staff training can help ensure the team adapts to evolving customer needs and organizational goals.
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Vice President Call Center Operations jobs near you

Call Center Supervisor

Modaxo - Elovate

El Paso, TX • On-site

Full-time

Posted 16 days ago

Job description

Job Summary:
Please enter your job advertisement. If you are using Workday recruitment this is what will be published on the website above the job description. This cannot be formatted with bullet points etc. so please use reader friendly paragraphs.
Job Description:
JOB DESCRIPTION
Call Center Supervisor
Department
Operations / Customer Support
Reports To
VP, Operations
Location
El Paso, TX
Travel
Minimal
FLSA Status
Exempt (Salaried)
Role Summary
The Call Center Supervisor supports the daily operation of Elovate's centralized call center and client help desk. This role provides frontline leadership for Call Center Associates and Help Desk staff, ensuring service levels, quality standards, and client commitments are met. The Supervisor focuses on real-time performance management of Tier 1 and Tier 2 client support function, coaching, and issue resolution, while escalating broader operational risks or systemic issues to Call Center Management.
Responsibilities
Call Center Operations
  • Supervise the day-to-day activities of Call Center Associates and Help Desk staff to ensure consistent, high-quality service delivery.
  • Monitor real-time queues, call volumes, and ticket flow to support SLA attainment.
  • Support schedule adherence and notify management of coverage risks or volume anomalies.
  • Enforce established standard operating procedures and escalation paths.
  • Act as a first-level escalation point for complex or sensitive customer and client contacts.
  • Ensure team compliance with client contracts, program requirements, and applicable regulations.
Help Desk & Client Support (Tier 1 / Tier 2)
  • Oversee intake, triage, and resolution of Tier 1 support requests.
  • Ensure Tier 2 issues are clearly documented and escalated per defined procedures.
  • Track ticket status and aging, following up to prevent SLA breaches.
  • Coordinate with internal teams (Product, Operations, Field Service) to support timely resolution of client issues.
  • Communicate status updates to management on high-priority or at-risk issues.
Team Supervision & Coaching
  • Provide daily guidance, support, and direction to assigned associates.
  • Conduct routine coaching, side-by-sides, and quality feedback sessions.
  • Reinforce performance expectations tied to SLAs, quality standards, and productivity goals.
  • Assist with onboarding and training of new hires.
  • Escalate performance, attendance, or conduct concerns to management and HR as needed.
Quality Assurance & Performance Monitoring
  • Participate in call, ticket, and interaction quality reviews.
  • Identify individual performance gaps and recommend coaching actions.
  • Ensure associates follow quality and documentation standards consistently.
  • Support calibration efforts and adoption of quality initiatives.
Reporting & Communication
  • Participate in call, ticket, and interaction quality reviews.
  • Identify individual performance gaps and recommend coaching actions.
  • Contribute to supplying call center and help desk performance analysis reports.
  • Surface customer concerns, staffing concerns, or SLA threats early and propose solutions.
  • Provide operational updates to Call Center Management, including volume trends, staffing, issues, and escalations.
  • Document notable incidents, client concerns, or repeat issues.
  • Contribute to operational discussions with data and frontline insights.
Continuous Improvement
  • Contribute to cross-functional initiatives that improve customer and client experience.
  • Contribute and provide feedback to ensure onboarding and learning programs keep pace with growth.
  • Identify recurring issues or workflow inefficiencies and recommend improvements.
  • Support and contribute to rollout of new processes, tools, or program requirements.
  • Reinforce adoption of best practices and procedural updates with the team.

Requirements
  • 2-4 years of experience in a call center or customer support environment.
  • Prior experience in a lead, senior associate, or supervisory role preferred.
  • Strong working knowledge of call center metrics, SLAs, and quality standards.
  • Demonstrated coaching and people-leadership skills.
  • Ability to manage multiple priorities in a fast-paced, performance-driven environment.
  • Proficiency with call center platforms, CRM/ticketing systems, and Microsoft Office.
  • Strong communication, documentation, and problem-solving skills.

Nice to Haves
  • Experience supervising Tier 1-2 support teams or customer help desks.
  • Exposure to government services, public sector programs, compliance-driven environments, or automated traffic enforcement.
  • Familiarity with escalation frameworks and incident management.
  • Experience supporting multi-program or multi-site operations.
  • Familiarity with citation management systems or payment processing platforms.

AI & Technology
Elovate actively embraces AI tools to improve operations and service delivery and encourages the responsible use of AI tools to support daily operations and service quality.
  • Utilize AI-enabled tools for interaction review, documentation assistance, and performance insights as directed.
  • Reinforce team adherence to AI usage standards and escalation guidelines.
  • Provide feedback to management on AI tools' effectiveness and improvement opportunities.
  • Provide feedback to management on AI Tools' effectiveness and improvement opportunities.

About Elovate
Elovate, a Modaxo company, has been a trusted partner to municipalities and state agencies for over 30 years. We deliver data-driven automated traffic enforcement solutions - covering speed, red light, school zone, and work zone safety - designed to prevent dangerous driving behaviors before they lead to incidents. Our mission is simple: protect lives and create safer roads for the communities we serve. As part of Modaxo, a global collective of people-movement technology companies, we combine deep industry expertise with innovative technology to make meaningful, lasting impact.
Worker Type:
Regular
Number of Openings Available:
1

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