Top 64 Center manager Jobs in Hagerstown, Md

Call Center Quality Manager (4764)
Three Saints Bay, LLC —Martinsburg, WV
- Full-time
- Background check
- HIPAA
- Team management
Quick Apply
Data Center Logistics Manager
Amazon Data Services, Inc. —Frederick, MD
- $65,000 - $113,800 a year
- Full-time
- Microsoft Word
- Mid-level
- High school diploma or GED
- AD&D insurance
- Health insurance
PACE Center Manager (Albright LIFE - Franklin County)
Kinship Health PACE —Chambersburg, PA
- Full-time
- Background check
- Nursing
- Ability to walk for extended periods
- Health insurance
- Dental insurance
Quick Apply
21h
RN Nursing Unit Manager
Martinsburg Healthcare Center —Martinsburg, WV
- Full-time
- RN License
- Mid-level
- 2 years
- Disability insurance
- Health insurance
DIRECTOR OF EMERGENCY MANAGEMENT
Berkeley County Commision —Martinsburg, WV
- $90,000 - $110,000 a year
- Weekends as needed
- Word processing
- Public speaking
- Driver's License
3d
Security Site Manager - Data Center
Prosegur —Frederick, MD
- $70,000 a year
- Weekends as needed
- Hospitality
- Ability to walk for extended periods
- Mid-level
Quick Apply
2d
RN Manager - Robinwood Endoscopy Center
Meritus Medical Center Inc —Hagerstown, MD
- $90,896 - $145,392 a year
- Nursing
- RN License
- BLS Certification
- Health savings account
- Disability insurance
Quick Apply
Part Time - Wiestling Student Center - Manager
Penn State University —Mont Alto, PA
- $18 an hour
- Part-time
- Background check
- Maintenance
- Driver's License
Mobile Treatment Case Manager
The Mental Health Center of Western MD —Hagerstown, MD
- Full-time
- Background check
- Mid-level
- Driver's License
Campaign Manager
Washington Co. Museum of Fine Arts —Hagerstown, MD
- $64,000 - $80,000 a year
- Temporary
- Hybrid work
- Background check
- Research
- Mid-level
Quick Apply
7d
Manager, Critical Operations
Rowan Digital Infrastructure —Frederick, MD
- $126,000 - $150,000 a year
- Full-time
- Hybrid work
- 7 years
- Plumbing
- Travel
- Health insurance
- 401(k)
Trauma Program Manager
Meritus Medical Center Inc —Hagerstown, MD
- $79,102.40 - $126,609.60 a year
- CPR Certification
- Nursing
- RN License
- Disability insurance
- Health insurance
Quick Apply
8d
Customer Support Specialist
JLG —McConnellsburg, PA
- $51,400 - $79,200 a year
- Full-time
- Marketing
- ERP systems
- Research
9d
Shelter Client Services Manager
Eastern Panhandle Empowerment Center —Martinsburg, WV
- $46,000 a year
- Weekends as needed
- Clean driving record
- Writing skills
- Mid-level
- Paid holidays
- Health insurance
Quick Apply
Psychiatric Rehabilitation Case Manager
The Mental Health Center of Western MD —Hagerstown, MD
- Full-time
- Background check
- Psychiatry
- Mid-level
Sales Manager
NVR, Inc —Frederick, MD
- $135,000 - $150,000 a year
- Mid-level
- 3 years
- Bachelor's degree
- Profit sharing
- Disability insurance
19h
Manager of Facilities Maintenance
Washington County Public Schools —Hagerstown, MD
- $87,409 - $139,735 a year
- 5 years
- Engineering
- Office
Care Manager RN Outpatient
Meritus Medical Center Inc —Hagerstown, MD
- $67,891.20 - $101,899.20 a year
- CPR Certification
- Nursing
- RN License
- Disability insurance
- Health insurance
Quick Apply
8d
Mgr, Technical Operations (Network Operations Manager)
Govcio LLC —Martinsburg, WV
- $115,200 - $137,000 a year
- Full-time
- Computer science
- Computer Science
- 5 years
13d
Assistant Clinical Manager - Brook Lane - Full Time - Nightshift
Meritus Medical Center Inc —Hagerstown, MD
- $39.52 - $59.28 an hour
- Full-time
- Acute care
- Nursing
- RN License
- Health savings account
- Disability insurance
Quick Apply

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Call Center Quality Manager (4764)

Three Saints Bay, LLC -
Martinsburg, WV

Quick Apply

Job Details

Full-time

Qualifications

ISO standards

Full Job Description

Eagle Harbor, a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a Call Center Quality Manager.

POSITION RESPONSIBILITIES:

Oversees the quality assurance and performance monitoring functions for the contact center, ensuring all customer service operations meet the stringent standards outlined in the Performance Work Statement.
Responsible for developing, implementing, and maintaining a comprehensive Quality Control Plan (QCP), which details inspection schedules, methods, and corrective actions to achieve 99% compliance in professional and courteous responses and 80% content accuracy.
Monitor an average of 1,550 daily contacts (e.g., 825 calls, 400 emails, 250 chats) to maintain an Abandoned Call Rate of no more than 5% and ensure 90% of calls are answered within 60 seconds, conducting regular quality control inspections using the Avaya Aura Contact Center system and MMLD database to track performance metrics such as handle time, wait times, and first-level call resolution rates, and documenting results in weekly and monthly report.
Perform detailed quality assessments of customer interactions, reviewing a sample of calls, emails, and chats to ensure adherence to Mission Management System (MMS) guidelines, HIPAA compliance for medical queries, and Section 508 accessibility standards, identifying areas for improvement and implementing corrective actions to address deficiencies, such as retraining staff on proper escalation procedures for complex inquiries.
Recommend process improvements based on call trends, customer feedback, and quality inspection outcomes, proposing updates to MMS documents to enhance accuracy and reduce processing times, and presenting these recommendations in monthly progress reports.
Ensure all personnel maintain required training levels (e.g., one hour per week), coordinating with the On-Site Supervisor to schedule government-provided training sessions, particularly for Level 3 personnel handling escalated contacts and quality control tasks, ensuring proficiency in handling medical-related queries and Spanish interpretation services.
Maintain a file of all quality control inspections, corrective actions, and training records, making them available for government audits as part of the Quality Assurance Surveillance Plan (QASP), and collaborate with the COR during monthly status meetings to discuss quality performance, resolve issues, and align with USCG objectives.
Ensure compliance with security protocols, safeguarding sensitive information under the Privacy Act and DHS MD 11042.1, and verify that all staff adhere to professional conduct standards, reporting any misconduct to the On Site Supervisor for immediate action.

POSITION REQUIREMENTS:
2 years of quality control experience working with ISO 9001:2000 quality standards systems (QSS)
2 years of contact center management experience; or 5 years of experience working within a contact center environment.

VEVRAA Federal Contractor

Three Saints Bay, LLC and its subsidiaries offer a team-oriented working environment and the opportunity to work with exceptional, dedicated industry professionals. We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international.

We are an Equal Opportunity Employer. We invite resumes from all interested parties without regard to race, color, sex, sexual preference, religion, creed, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.

Job Type: Full-time

Work Location: In person

Quick Apply

Refine Your Search

center manager jobs in hagerstown, md

Call Center Quality Manager (4764)

Data Center Logistics Manager

PACE Center Manager (Albright LIFE - Franklin County)

RN Nursing Unit Manager

DIRECTOR OF EMERGENCY MANAGEMENT

Security Site Manager - Data Center

RN Manager - Robinwood Endoscopy Center

Part Time - Wiestling Student Center - Manager

Mobile Treatment Case Manager

Campaign Manager

Manager, Critical Operations

Trauma Program Manager

Customer Support Specialist

Shelter Client Services Manager

Psychiatric Rehabilitation Case Manager

Sales Manager

Manager of Facilities Maintenance

Care Manager RN Outpatient

Mgr, Technical Operations (Network Operations Manager)

Assistant Clinical Manager - Brook Lane - Full Time - Nightshift

I want to receive the latest job alert for center manager in hagerstown, md

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