Call Center Manager Jobs in Massachusetts
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.
Customer Service Team Leader (Front End Support Manager)
- Lynnfield, MA
- 4 days ago
- Lynnfield, MA
- 4 days ago
A career at Whole Foods Market is more than just the work you do- it's about your personal growth and creating meaningful change. Our purpose is to nourish people and the planet. That means...
General Description: As the Customer Experience Supervisor I - You are accountable for driving profitable sales growth by leading and engaging associates, coaching associates on customer service,...
Job Listing ID: 4326536 Job Title: Sr Call Center Coord Application Deadline: Open Until FilledJob Location: Salem Date Posted: 08/09/2025Hours Worked Per Week: Not Provided Shift: Not Provided...
Prior customer service or call center experience. Proficient computer and typing skills. Excellent verbal and communication skills....
Remote WorkOverview We're looking for a Call Center Supervisor to join our Inside Sales team! As a Call Center Supervisor for Esler Companies - Renewal by Andersen you will work hands on with a team of...
Position Summary: The Pharmacy Call Center Coordinator serves as the primary telephone contact point between patients and the pharmacy care team. This position is responsible for managing patient...
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...
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...
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 Massachusetts
Moving to Massachusetts? Find some basic demographic data about Massachusetts below.
Call Center Manager Online Courses and Training Opportunities
Salary for Call Center Manager Jobs in Massachusetts
Highest Education Level
Call Center Managers in Massachusetts offer the following education backgroundQualifications / Skill Sets
The following top skills are often required or desired to land a Call Center Manager position
- Talent Development
- Retail Management
- Call Monitoring
- One Call Resolution
- Call Center Experience
- Inbound
- Customer Service Management
- Service Standards
- Service Sales
- New Hire Training
- Call Center Management
- Expediting
- Workforce Management
- Courteous
- Resolution
- Point-of-Sale System
- Claims
- Customer Satisfaction
- Team Leading
- Performance Management
- People Management
- Calendar Management
- Problem Resolution
- Merchandising
- Accounts Receivable
- Cashier Skills
- Referrals
- Collections
- Staffing
- Listening
- Retail
- Decision Making
- High School Diploma
- Military Background
- Telephone Skills
- Customer Relationship Management
- Driving
- Coaching
- Mentoring
- Investigation
- Critical Thinking
- Collaboration
- Multitasking
- Policy Development
- Team Building
- Problem Solving
- Sales
- Teamwork
- Staff Supervision
- Organization
- Customer Service
- Scheduling
- Leadership
- Communication Skills
Other Career Titles
Here are some other career titles that require similar skills
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