Top 17 Call center manager Jobs in Hanover, Md

Call Center Manager
ASPEN OF DC INC —Washington, DC
- $43.27 an hour
- Part-time
- 5 years
- HIPAA
- Analysis skills
Quick Apply
Call Center (Tier 1) Manager
ActioNet —Rockville, MD
- Up to $255,000 a year
- Full-time
- Bachelor's degree
- Senior level
- Business
- AD&D insurance
- Paid holidays
Quick Apply
3d
Contact Center Supervisor
La Clinica Del Pueblo Inc —Hyattsville, MD
- $28.00 - $31.74 an hour
- Full-time
- Microsoft Excel
- HIPAA
- Mid-level
Quick Apply
Manager, Member Service Center
Johns Hopkins Credit Union —Baltimore, MD
- $73,807.76 - $92,259.70 a year
- Full-time
- Hybrid work
- 3 years
- Bachelor's degree
- Senior level
Quick Apply
Director of Call Center Operations
Center for Vein Restoration —Greenbelt, MD
- $110,000 - $125,000 a year
- Full-time
- High school diploma or GED
- Bachelor's degree
- Organizational skills
Quick Apply
Contact Center Supervisor
Immersion Consulting, LLC —Annapolis, MD
- Mid-level
- High school diploma or GED
- 1 year
Quick Apply
Member Services Supervisor
Lafayette Federal Credit Union —Rockville, MD
- $64,000 - $69,000 a year
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Mid-level
- Profit sharing
- Commuter assistance
Quick Apply
Contact Center Manager (Inside Sales)
Long Home —Savage, MD
- $75,000 - $110,000 a year
- Call employer
- Writing skills
- Mid-level
- High school diploma or GED
Quick Apply
4d
Service Drive Acquisition Manager
Fitzgerald Auto Mall of Annapolis —Annapolis, MD
- $60,000 - $80,000 a year
- Urgently hiring
- Dealership
- Mid-level
- Driver's License
- Dental insurance
- 401(k)
Quick Apply
Project Manager, Client Services
Titan Technologies —Derwood, MD
- Hybrid work
- Computer Science
- Inventory management
- Windows
Quick Apply
Contact Center Supervisor
Long Home Products —Savage, MD
- $48,000 - $55,000 a year
- Writing skills
- Mid-level
- Analysis skills
Quick Apply
4d
Assistant Service Manager
AUTO SENSE —Millersville, MD
- Email
- Spanish
- Sales
- English
- Paid holidays
- Health insurance
Quick Apply
Manager, Contact Center Automation Analytics
Sirius XM —Washington, DC
- $97,000 - $115,000 a year
- Full-time
- 5 years
- Master's degree
- SQL
Commercial Roofing Service Manager
TeamCraft Roofing —Millersville, MD
- $90,000 - $125,000 a year
- Full-time
- Construction site
- Basic math
- English
- Fuel card
- Paid holidays
Quick Apply
Contact Center Operations and Transformation Functional Manager
Deloitte —Baltimore, MD
- $144,000 - $241,000 a year
- Full-time
- Computer science
- Computer Science
- Up to 50% travel

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Call Center (Tier 1) Manager
ActioNet —Rockville, MD
Bachelor's degree in Information Technology, Business, or a related field. Promote continuous service improvement through customer feedback, performance…
Up to $255,000 a year
Quick Apply
3d
Service Delivery Manager
NORTH STONE LLC —Washington, DC
The Service Delivery Manager leads day-to-day Service Desk activities for a federal IT support program serving approximately 700 users across headquarters and…
$100,000 - $140,000 a year
Quick Apply
9d

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Shared Services Manager
Equitas Health, Inc. —Columbus, OH
Must have reliable transportation and valid driver’s license. The manager leads call center agents, referral specialists, prior authorization specialists, pre-…
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Supervisor, IT Service Center
Cardinal Health —Dublin, OH
Monitor call queue statistics (calls-in-queue, speed-to-answer, talk time, etc.) and inform leadership of any issues. Medical, dental and vision coverage.
$67,500 - $111,710 a year

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Call Center Manager

ASPEN OF DC INC
Washington, DC

Quick Apply

Job Details

Part-time | Full-time
$43.27 an hour

Qualifications

Statistics
Staff supervision
Statistics
Managing teams in a customer support role
Coaching
Staff scheduling
Operations coordination planning
HIPAA
Employee relationship building
Team scheduling
Talent development
Frontline customer support management
Statistical analysis
Bachelor's degree
Healthcare privacy protection
Resource scheduling coordination
Project management experience in healthcare
Forecasting
Health information regulatory compliance
Schedule creation
Managing projects
Medicaid regulations
Medicaid
Customer satisfaction improvement
Call center management
Staffing management
Operations planning
Strategic workforce planning

Full Job Description

Responsible for managing and optimizing call center operations through effective scheduling, real-time workforce management, and the strategic use of human and automated resources to achieve customer satisfaction, productivity, schedule adherence, and financial performance goals. Provides leadership in the development and implementation of systems and procedures to enhance operational efficiency and service quality. Holds full accountability for overall call center performance, including Beneficiary enrollment and Customer Service Hotline operations, with authority over assigned staff and all activities related to Beneficiary service delivery and fiduciary responsibilities.

ESSENTIAL FUNCTIONS:

Oversees daily activities of Call Center Scheduling and Call Center Operations to maximize scheduling and real-time utilization of resources; analyzes and recommends part-time, flexible, and full-time employee mix for the site.
Interfaces with Operations management to ensure smooth coordination of scheduling and maximization of schedule adherence; provides input on local conditions, identifies needs, and receives direction on real-time staffing increases or decreases.
Ensures Call Center Supervisors manage schedule adherence notifying and escalating within the site and within the Network as warranted; ensures communication of real-time staffing changes to Network Operations Coordinators.
Enacts contingency plans as needed; escalates and directs activities during systems problems, disasters, etc.; identifies potential problems, troubleshoots, escalates issues to local and network management, and participates in post-mortem analysis of problems providing input for future process improvements.
Approves schedules developed by Call Center Supervisors and works with local management to communicate and fill schedules and handle exceptions.
Review of ongoing performance results for targets. takes corrective measures with authorization, escalating as needed.
Participates in daily, weekly, monthly, and annual planning process as appropriate.
Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position.
Maintains a favorable working relationship with all other company employees to foster aid promote a cooperative and harmonious working climate which will be conducive to maximum employee morale, productivity, and efficiency/effectiveness.
Projects a favorable image of the companies to promote its aims and objectives and foster and enhance public recognition and acceptance of all its areas of endeavor.
Keeps immediate superior promptly and fully formed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.
Performs all necessary supervisory functions to effectively and efficiently manage the personnel assigned:
Maintains a qualified staff
Communicates areas of accountability and performance expected of personnel assigned
Determines standards of performance as a basis for reviewing the progress of personnel assigned
Ensures proper training of personnel assigned
Fosters a cooperative and harmonious working climate conducive to maximizing employee morale and productivity
Develop individuals for future advancement.
Performs other duties and responsibilities as required or requested.

QUALIFICATIONS REQUIRED:

Working knowledge of the medical transportation industry preferred
Analytical skills and statistical background
Experience in a production or call center environment, including implementing and managing call center performance metrics, including Average Speed of Answer (ASA), abandonment rate and First Call Resolution (FCR).
Experience working with healthcare regulations, including HIPAA compliance and the handling of Protected Health Information (PHI), with knowledge of healthcare systems and Medicaid programs, including service delivery models for low-income populations.
Demonstrated project management and leadership experience in a supervisory or management capacity, including experience supervising, coaching, and developing staff, with the ability to plan, execute, and oversee operational initiatives.

MINIMUM REQUIRED EDUCATION:

Bachelor's degree in Communications, Statistics, Operations Management, Business Management, Social Work, Health Administration or a related field.
Approximately 5 - 7 years of previous operations management experience, including

forecasting, scheduling, and real-time operations management

Quick Apply

Refine Your Search

call center manager jobs in hanover, md

Call Center Manager

Call Center (Tier 1) Manager

Contact Center Supervisor

Manager, Member Service Center

Director of Call Center Operations

Contact Center Supervisor

Member Services Supervisor

Contact Center Manager (Inside Sales)

Service Drive Acquisition Manager

Project Manager, Client Services

Contact Center Supervisor

Assistant Service Manager

Manager, Contact Center Automation Analytics

Commercial Roofing Service Manager

Contact Center Operations and Transformation Functional Manager

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