Call Center Manager

Cockeysville, MD 21030

Posted: 09/27/23 Employment Type: Full-time Job Category: Customer Service Job Number: 105330 Pay Rate: $21-$24/hr

Job Description

IMMEDIATE career opportunity for a customer service expert to manage a department of a major call center facility in Hunt Valley. The Call Center Supervisor is responsible for the day-to-day and long-term operations and production levels of the assigned department. This position will be responsible for building and developing a strong team of customer service representatives.



  • Trains, develops, and motivates the department staff on strategies and techniques, applicable laws and regulations, and company policies and procedures.
  • Sets individual and group goals in accordance with Company objectives.
  • Using various reports and statistics, regularly monitors and evaluates individual and group performance toward achievement of goals; makes adjustments in goal attainment strategies.
  • Takes appropriate disciplinary action as necessary.
  • Analyzes and resolves work problems.
  • Performs personnel actions such as hiring, promotions, transfers, merit increases, and performance appraisals.
  • Works the account review file daily.
  • Analyzes past and present call patterns and volumes to determine future staffing levels. Works with Director of Quality Assurance to recruit needed staff.
  • Acts as a backup, when needed, to customer service representatives to assist when call volume dictates.
  • Throughout the day, monitors call volume in each queue to determine if any adjustments in staffing are needed.
  • On a timely basis, proactively communicates with assigned client staff to ensure the best possible business relationship with client.


Job Requirements

  • Associate or bachelor degree desirable.
  • Supervisory experience in customer service and/or call center environment is required.
  • One year of management/supervisory experience is required.

Meet Your Recruiter

Parker Medica
Project Manager

Pittsburgh born and raised, and a huge sports fan. I love the outdoors, motorcycles, and traveling around the world. Extremely passionate about building strong relationships with people and helping them discover good careers. 

Apply Online

Send an email reminder to:

Refer A Friend

Share This Job:

Related Jobs:

Login to save this search and get notified of similar positions.