Call Center Manager Jobs in Annapolis Junction, MD
A Call Center Manager is a key figure in the customer service industry, responsible for overseeing and managing the daily operations of a call center. They ensure proper functioning of all call center operations, monitor employee performance, develop and implement policies, handle escalated customer service issues, and drive the achievement of customer service targets. In addition, they are responsible for hiring and training new staff, managing budgets, tracking call center metrics, and ensuring compliance with industry regulations and company policies. They play a pivotal role in maintaining customer satisfaction and loyalty by providing excellent customer service and resolving customer complaints effectively.
Important skills for a Call Center Manager to possess include excellent communication skills, both verbal and written, strong leadership and management skills, decision-making skills, problem-solving abilities, and proficiency in relevant computer software. Certifications such as Certified Call Center Manager (e.g., by ICMI) or other relevant qualifications in business administration can be advantageous. Prior to becoming a Call Center Manager, a person may have roles such as Customer Service Representative, Call Center Supervisor, or Team Lead within a call center setting. These roles provide the necessary experience in handling customer queries, managing teams, and understanding the workings of call center operations.
Manager, Call Center Operations, Downtown
- Baltimore, MD (14 miles from Annapolis Junction, MD)
- 5 days ago
- Baltimore, MD (14 miles from Annapolis Junction, MD)
- 5 days ago
Knowledge, Skills, & Abilities Advanced knowledge of call center operations, including workforce management, service level optimization, and emergency response protocols....
Manager, Call Center Operations, Midtown
- Baltimore, MD (14 miles from Annapolis Junction, MD)
- 5 days ago
- Baltimore, MD (14 miles from Annapolis Junction, MD)
- 5 days ago
Knowledge, Skills, & Abilities Advanced knowledge of call center operations, including workforce management, service level optimization, and emergency response protocols....
Customer Experience Supervisor I - Wheaton Plaza
- Wheaton, MD (15 miles from Annapolis Junction, MD)
- 5 days ago
- Wheaton, MD (15 miles from Annapolis Junction, MD)
- 5 days ago
General Description: As the Customer Experience Supervisor I - You are accountable for driving profitable sales growth by leading and engaging associates, coaching associates on customer service,...
- Annapolis, MD (16 miles from Annapolis Junction, MD)
- 12 days ago
- Annapolis, MD (16 miles from Annapolis Junction, MD)
- 12 days ago
Company : Highmark Inc. Job Description : GENERAL OVERVIEW: Primary accountability is to perform Command Center support to call center teams and provide evaluation and assistance of...
IT Service Manager(Call Center Operations, Jira, ServiceNow)
- Washington, DC (20 miles from Annapolis Junction, MD)
- 15 days ago
- Washington, DC (20 miles from Annapolis Junction, MD)
- 15 days ago
IT Service Manager(Call Center Operations, Jira, ServiceNow) Description : Job Description: Our client, a leading professional services organization, is seeking a Senior Manager, IT Service Operations...
Call Center Operations Manager
- New Carrollton, MD (13 miles from Annapolis Junction, MD)
- 16 days ago
- New Carrollton, MD (13 miles from Annapolis Junction, MD)
- 16 days ago
Call Center Operations Manager Transdev in the greater Washington DC area at our WMATA contract is hiring for a Call Center Operations Manager....
Operations Manager, Call Center
- Arlington, VA (23 miles from Annapolis Junction, MD)
- 90+ days ago
- Arlington, VA (23 miles from Annapolis Junction, MD)
- 90+ days ago
Operations Manager The Operations Manager reports directly to the General Manager in fulfilling daily operations including but not limited to route supervision, staff and operator supervision,...
Call Center Supervisor/Team Lead
- Annapolis Junction, MD
- 90+ days ago
- Annapolis Junction, MD
- 90+ days ago
Systems Integration, Inc. (SII) is a leading provider of turnkey contact center infrastructure solutions and IT services. With decades of combined experience in IT and systems integration, we have...
Call Center Manager Online Courses and Training Opportunities
Salary for Call Center Manager Jobs in Annapolis Junction, MD
Highest Education Level
Call Center Managers in Annapolis Junction, MD offer the following education backgroundQualifications / Skill Sets
The following top skills are often required or desired to land a Call Center Manager position
- Talent Development
- Retail Management
- Call Monitoring
- One Call Resolution
- Call Center Experience
- Inbound
- Escalation Management
- Service Standards
- Service Sales
- New Hire Training
- Call Center Management
- Expediting
- Workforce Management
- Courteous
- Resolution
- Point-of-Sale System
- Claims
- Customer Satisfaction
- Team Leading
- Performance Management
- People Management
- Calendar Management
- Problem Resolution
- Merchandising
- Accounts Receivable
- Cashier Skills
- Referrals
- Collections
- Staffing
- Listening
- Retail
- Decision Making
- High School Diploma
- Military Background
- Telephone Skills
- Customer Relationship Management
- Driving
- Coaching
- Mentoring
- Investigation
- Critical Thinking
- Collaboration
- Multitasking
- Policy Development
- Team Building
- Problem Solving
- Sales
- Teamwork
- Staff Supervision
- Organization
- Customer Service
- Scheduling
- Leadership
- Communication Skills
Other Career Titles
Here are some other career titles that require similar skills
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