Call Center Manager
Call Center Manager
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$ 95000 - 110000
1 Vacancy
Job Description
We have built our reputation on partnering with our clients and candidates to achieve the desired results. Our recruiting professionals have extensive experience matching the right candidate to the right client for the right position. We provide the best opportunities to the most talented candidates in a multitude of industries.
MMC is a privately owned business with corporate headquarters in Irving Texas. With 2000 employees working in 40 states MMC is able to support all United States locations and some international locations.
We appreciate your interest in reviewing this particular position and we encourage you to visit our website where you can always search and apply for opportunities at
MMC strives to ensure all job posting confirm details of the position the rate of pay and acknowledge medical benefits are offered.
Get started on your career journey today! Apply to become a part of the MMC Team!
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law. In compliance with federal law all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
Job Title: Call Center Manager
Location:Onsite - Baltimore MD
Salary Range:$95000 - $110000 annually (based on experience)
Work Type: Full-Time Onsite Direct Hire
Position Overview:
We are seeking an experienced Call Center Manager to lead daily operations at our Baltimore MD facility. This role is responsible for driving performance ensuring compliance with internal and external standards and managing a team dedicated to delivering outstanding service. The ideal candidate will bring proven leadership in a call center environment and a strong track record of operational excellence.
Key Responsibilities:
- Oversee day-to-day operations of the onsite call center team to meet performance goals.
- Maintain thorough understanding of call center policies procedures and performance metrics and ensure consistent communication to staff.
- Evaluate staff training needs and coordinate ongoing education across multiple programs.
- Partner with supervisors to monitor call quality and implement corrective actions where necessary.
- Track operational performance and compile daily and weekly reporting for leadership.
- Communicate department updates challenges and successes to senior management.
- Ensure compliance with applicable laws policies and internal quality standards including ISO if applicable.
- Address escalated customer issues and staff concerns in a timely and professional manner.
- Manage employee performance evaluations and implement coaching or disciplinary action as needed.
- Propose policy enhancements and lead process improvement initiatives.
- Maintain standard operating procedures and ensure accuracy in documentation.
- Coordinate operational escalations and verify that client referrals are handled appropriately.
- Collaborate with other department leaders to ensure key issues and feedback are incorporated into external communications and staff training.
- Participate in client-facing meetings and represent operational updates as needed.
Qualifications:
- Bachelors degree in a related field OR equivalent combination of education and relevant professional experience.
- 5 years of experience in a call center leadership role.
- Strong leadership and people management skills with the ability to motivate and develop high-performing teams.
- Demonstrated success managing to performance metrics in a contact center environment.
- Excellent communication analytical and problem-solving skills.
- Proficient in call center technology reporting tools and Microsoft Office applications.
- Experience managing performance improvement plans quality assurance processes and training initiatives.
This is a fully onsite position in our Baltimore MD location.Candidates must be local or willing to relocate.
If youre a proactive leader who thrives in a fast-paced call center environment we encourage you to apply and help drive service excellence for our team and the customers we serve.
Required Experience:
Manager
Employment Type
Full-Time
