Top 8 Call center supervisor Jobs in Albany Ny

Call Center Manager
Capital District Transportation Authority-CDTA —Albany, NY
- $66,669 - $82,002 a year
- Full-time
- Analysis skills
- Bachelor's degree
- Business Administration
- Health insurance
- Dental insurance
8d
Supervisor, Customer Service - Hybrid (Albany, New York)
EmblemHealth —Albany, NY
- $56,160 - $99,360 a year
- Microsoft Outlook
- HIPAA
- Mid-level
Customer Experience & Service Transformation Advisory Manager
Accenture —Albany, NY
- $87,400 - $293,800 a year
- Full-time
- Hybrid work
- Computer Science
- Engineering
- Office
- Paid holidays
- Disability insurance
Distribution Center Outbound Operations Supervisor
NAPA —Latham, NY
- $66,000 a year
- Overtime
- Ability to walk for extended periods
- Computer literacy
- Mid-level
- Employee stock purchase plan
- Health insurance
Quick Apply
1d

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Supervisor, Customer Service - Hybrid (Albany, New York)
EmblemHealth —Albany, NY
Serve as point/escalation person to answer the most complex telephone inquiries. Manage the day-to-day responsibilities of telephone performance, coaching/…
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Junior Research Administrator (R26-40) *Hybrid*
Research Foundation for SUNY —Albany, NY
Professional experience in higher education, research, contract administration or a related field. The JRA ensures compliance with University, Research…
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It is the policy of IGS Energy to ensure equal employment opportunity in accordance with all applicable federal and state regulations and guidelines.
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Patient Access Supervisor - Hospital Team
Ohio Gastro —Columbus, OH
Answer/screen/triage incoming phone calls in a timely and courteous manner. Creates action plans designed to improve the quality of calls.
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Call Center Manager

Capital District Transportation Authority-CDTA
Albany, NY

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Job Details

Full-time
$66,669 - $82,002 a year
8 days ago

Benefits

Health insurance
Dental insurance
Paid time off
Pension plan
Vision insurance
Life insurance

Qualifications

Customer communication
Team leadership
Anti-discrimination law
Workplace dispute resolution
Bachelor's degree
Call center management
Analytics

Full Job Description

CDTA is seeking a strategic and service-driven Call Center Manager to lead daily operations of its Customer Service Center and ensure a high-quality, customer-focused experience on behalf of the Authority.
This role oversees staff, systems, and performance across a multi-channel environment supporting fixed-route services, FLEX On Demand, STAR paratransit, DRIVE, and other customer-facing programs. The Manager is responsible for optimizing service delivery, leveraging technology, and driving continuous improvement in customer satisfaction, accessibility, and operational efficiency.

Duties and Responsibilities

Lead, coach, and supervise Call Center Team Leader(s) and Customer Service Representatives, ensuring consistent adherence to CDTA policies, service standards, and performance expectations
Oversee workforce planning, scheduling, and real-time staffing to support fluctuating call volumes
Serve as the escalation point for complex or sensitive customer issues, ensuring timely and professional resolution
Oversee staff performance management, including coaching, corrective action, and formal evaluations
Provide operational oversight of the STAR Debit Program, including billing accuracy, customer communication, and account follow-up
Support ADA certification processes by coordinating with internal teams and ensuring timely customer communication
Promote equitable access and compliance with ADA and Title VI requirements across all customer interactions
Develop, monitor and analyze key performance indicators (KPIs), including call volume, wait times, resolution rates, and customer satisfaction
Identify trends and implement process improvements to enhance efficiency and service quality
Support implementation and ongoing optimization of call center systems, CRM tools, scheduling platforms, and mobility applications
Provide feedback on system enhancements to improve usability for both staff and customers
Collaborate with Training & Development staff to design and deliver onboarding and ongoing training programs
Ensure staff are equipped to support all CDTA services, platforms, and customer needs, including individuals with disabilities and limited mobility
Foster a positive, team-oriented work environment focused on accountability and customer service excellence
Ensure compliance with CDTA policies, industry regulations, and record retention requirements
Elevate safety-related concerns and ensure documentation for incident review and follow-up
Remain on-call during operating hours to ensure continuity of operations

Qualifications

Bachelor’s degree in Public Administration, Business Administration, or a related field
Minimum of 5 years of call center or customer operations leadership experience
Experience in transportation, mobility management, or dispatch/scheduling environments strongly preferred
Familiarity with ADA compliance, Title VI, and equitable service delivery principles
Strong analytical skills with experience tracking and improving performance metrics
Proficiency with Microsoft Office and customer service technology platforms
Excellent communication, leadership, and conflict resolution skills

Compensation
Grade 616 ($66,669- $82,002)

Benefits
CDTA offers medical, dental and vision coverage along with a pension plan, life insurance coverage and paid time off.

At CDTA, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. CDTA believes that diversity and inclusion among our employees is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Apply Now

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call center supervisor jobs in albany ny

Call Center Manager

Supervisor, Customer Service - Hybrid (Albany, New York)

Customer Experience & Service Transformation Advisory Manager

Distribution Center Outbound Operations Supervisor

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