Call Center Supervisor

Hunt Valley, MD 21030

Posted: 09/27/23 Employment Type: Full-time Job Category: Customer Service Job Number: 105331 Pay Rate: $16-$18/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 operations of the department.



  • Trains, develops, and motivates the staff in strategies and techniques, the use of the production system, applicable laws and regulations, and company policies and procedures.
  • Assists in setting individual and group service goals in accordance with company profit objectives.
  • Using various reports and statistics regularly monitors and evaluates individual and group performance toward the achievement of quotas and goals; takes remedial action as necessary.
  • Analyzes and resolves work problems or assists workers in solving work problems.
  • Handles unresolved consumer complaints.
  • Assists management with recommended personnel actions such as hiring, promotions, transfers, merit increases, performance appraisal, and disciplinary action.
  • Completes account reviews daily.
  • Monitors customer service representative calls daily and makes necessary adjustments based on volumes and staff productivity.
  • Spends 25% to 50% of their time taking calls as a customer service representative. 
  • Acts as a backup to customer service representatives when positions are vacant, or volumes dictate.
  • May interact by phone, written communication, or in-person with clients.


Job Requirements

  • High school diploma or GED equivalent.
  • College studies or degree is a plus.
  • Two or more year’s progressive experience in receivables management and/or customer service required.
  • Experience as a team lead or 2-3 years of Supervisor experience.
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