Call Center Manager Jobs in Wakefield, MA

A Call Center Manager is a key figure in the customer service industry, responsible for overseeing and managing the daily operations of a call center. They ensure proper functioning of all call center operations, monitor employee performance, develop and implement policies, handle escalated customer service issues, and drive the achievement of customer service targets. In addition, they are responsible for hiring and training new staff, managing budgets, tracking call center metrics, and ensuring compliance with industry regulations and company policies. They play a pivotal role in maintaining customer satisfaction and loyalty by providing excellent customer service and resolving customer complaints effectively.

Important skills for a Call Center Manager to possess include excellent communication skills, both verbal and written, strong leadership and management skills, decision-making skills, problem-solving abilities, and proficiency in relevant computer software. Certifications such as Certified Call Center Manager (e.g., by ICMI) or other relevant qualifications in business administration can be advantageous. Prior to becoming a Call Center Manager, a person may have roles such as Customer Service Representative, Call Center Supervisor, or Team Lead within a call center setting. These roles provide the necessary experience in handling customer queries, managing teams, and understanding the workings of call center operations.

1-10 of 10 Jobs

Customer Experience Supervisor

  • Wakefield, MA
  • 6 days ago
  • Wakefield, MA
  • 6 days ago

Customer Experience Supervisor Opportunity Summary: Customer Experience Supervisor is responsible for assisting in the operation of managing a profitable service department through productive...

Practice Access Coordinator/Call center position

  • Boston, MA (9 miles from Wakefield, MA)
  • 9 days ago
  • Boston, MA (9 miles from Wakefield, MA)
  • 9 days ago

Site: The Brigham and Women's Hospital, Inc. Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems...

Contact Center Supervisor - Senior

  • Boston, MA (9 miles from Wakefield, MA)
  • 13 days ago
  • Boston, MA (9 miles from Wakefield, MA)
  • 13 days ago

Responsible for supervising direct reports who provide assistance, services, resources, referrals, and consultation on various Non-Medical Counseling (NMC)/Employee Assistance Programs (EAP) and...

Contact Center Supervisor - Journeyman

  • Boston, MA (9 miles from Wakefield, MA)
  • 26 days ago
  • Boston, MA (9 miles from Wakefield, MA)
  • 26 days ago

Responsible for supervising direct reports who provide assistance, services, resources, referrals, and consultation on various Non-Medical Counseling (NMC)/Employee Assistance Programs (EAP) and...

Contact Center Supervisor - Senior (Bilingual)

  • Boston, MA (9 miles from Wakefield, MA)
  • 26 days ago
  • Boston, MA (9 miles from Wakefield, MA)
  • 26 days ago

Responsible for supervising direct reports who provide assistance, services, resources, referrals, and consultation on various Non-Medical Counseling (NMC)/Employee Assistance Programs (EAP) and...

Customer Experience Supervisor- Part Time

  • Woburn, MA (4 miles from Wakefield, MA)
  • 27 days ago
  • Woburn, MA (4 miles from Wakefield, MA)
  • 27 days ago

TJ Maxx At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. Youll be part of our vibrant team that embraces diversity, fosters collaboration, and...

Customer Experience Supervisor

  • Woburn, MA (4 miles from Wakefield, MA)
  • 27 days ago
  • Woburn, MA (4 miles from Wakefield, MA)
  • 27 days ago

TJX Companies At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. Youll be part of our vibrant team that embraces diversity, fosters collaboration, and...

Patient Dining Call Center Manager

  • Boston, MA (9 miles from Wakefield, MA)
  • 30+ days ago
  • Boston, MA (9 miles from Wakefield, MA)
  • 30+ days ago

Role Overview Sodexo is hiring a for a full time Patient Dining Call Center Manager position at Brigham & Womens Hospital, located in Boston, MA....

Call Center Supervisor- Remote- Massachusetts Only

  • Norwood, MA (23 miles from Wakefield, MA)
  • 45+ days ago
  • Norwood, MA (23 miles from Wakefield, MA)
  • 45+ days ago

Call Center Supervisor- Remote- Massachusetts Only (part of UnitedHealth Group) 3.6 3.6 out of 5 stars Norwood, MA Remote Call Center Supervisor- Remote- Massachusetts Only - (125338) Atrius...

Remote Work

Call Center Team Lead Level III

  • Dorchester, MA (13 miles from Wakefield, MA)
  • 60+ days ago
  • Dorchester, MA (13 miles from Wakefield, MA)
  • 60+ days ago

Position Title: Call Center Team Lead Level III Department: Call Center Supervisor: Call Center Supervisor Status/Hours per week: Non-exempt / 40 hours Primary Function: Provide exceptional and...

Demographic Data for Wakefield, MA

Moving to Wakefield, MA? Find some basic demographic data about Wakefield, MA below.

Local
National
27,071
922
Medium

Call Center Manager Online Courses and Training Opportunities

iHireCustomerService curates thousands of courses in order to recommend the best ones to help further your career. If you register for a course using the links on our site, we may receive a small commission.
John Academy
Entrenamiento Para Call Center - Training for Call Center
Para quien es el curso? Artistas o pintores que quieren pinturas caseros como un negocio. Las personas que tienen un interes en la pintura profesional Requisito de entrada: Este curso esta...
Udemy
Call Center Training
Phone skills are a highly valuable tool to have in an employee's skill-set, and Call Center Training will help provide those skills. This course will help you improve your phone skills which will...
FutureLearn
Effective Questioning for Call Handlers
How an organisation handles phone calls can have a direct impact on its success - a badly handled call can mean limited information that might affect service delivery, customer satisfaction and...
Register to search for more online courses. >>>

Salary for Call Center Manager Jobs in Wakefield, MA

Estimated salary range based on data from US Bureau of Labor Statistics (BLS) and iHireCustomerService research efforts.

Highest Education Level

Call Center Managers in Wakefield, MA offer the following education background
Bachelor's Degree
37.7%
High School or GED
19.4%
Associate's Degree
14.6%
Master's Degree
12.6%
Vocational Degree or Certification
11.3%
Some College
3.1%
Doctorate Degree
0.9%
Some High School
0.4%
Average Work Experience
Here's a breakdown of the number of years' experience offered by Call Center Managers in Wakefield, MA
1-2 years
42.9%
Less than 1 year
38.0%
None
6.9%
2-4 years
6.8%
4-6 years
4.1%
6-8 years
1.1%
8-10 years
0.2%

Qualifications / Skill Sets

The following top skills are often required or desired to land a Call Center Manager position

In-Demand skills () are the most popular among employers according to the current jobs in our database. Last updated today!

Other Career Titles

Here are some other career titles that require similar skills

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