Call Center Manager
6514 Meadowridge Road Elkridge, MD 21075 US
Job Description
We are looking for an experienced Call Center Manager to lead a team of Customer Service Representatives (CSRs), overseeing office operations, managing team performance, and ensuring a high-quality customer experience. This role focuses on achieving organizational Key Performance Indicators (KPIs) while identifying and addressing trends or challenges that impact customer satisfaction.
RESPONSIBILITIES/COMPANY HIGHLIGHTS:
- Lead and coordinate the activities of the customer service team to enhance customer relationships and meet organizational goals.
- Oversee office administration, ensuring smooth operations and adherence to contract requirements and service level agreements (SLAs).
- Identify customer trends and collaborate with leadership to address concerns, streamline processes, and improve efficiency.
- Ensure compliance with all regulatory guidelines, specifically within health and human services industry.
QUALIFICATIONS:
- Bachelor’s degree required.
- 8-10 years of leadership experience, preferably in Health and Human Services.
- 5-7 years of experience working with Medicaid requirements, with a strong understanding of Maryland Medicaid regulations and trends.
Meet Your Recruiter
Tracy Gold
Division Vice President (Baltimore)
Tracy is Top Stack’s Vice President, overseeing the operations of our Baltimore office.
Tracy started her career in sales and business development for a global test delivery firm. She then transitioned to find her passion in the staffing industry with a large national firm where she held positions in sales and business development on the finance and accounting division. Now with a combined background in both tech and staffing, a previous boss and mentor encouraged Tracy to continue her career in the IT recruiting space.
Tracy now calls Top Stack home, where she plays an integral role in driving the success of the IT Division. Tracy enjoys meeting new people and fostering meaningful relationships with clients and candidates and loves to see how the work she does has an impact on them both personally and professionally. She also relishes in the fact that no two days are ever the same in her field. With constant innovations in technology, she is learning each and every day about the latest trends. Tracy thoroughly enjoys learning about her customers’ special projects and strategic initiatives, and about where companies are focusing—which typically involves investments in their technology platforms.
Tracy has been recognized as a top performer throughout her career. She has earned the ranks of Performance Incentive Plan Winner twice—specifically falling into the 1% of the firm’s top producers in 2017, as well as Mentor of the Quarter. Tracy holds a Bachelor of Arts in Psychology from Loyola University.
Tracy is originally from Long Island, NY (Go Giants!) but now resides in Maryland with her husband and daughter. She is an avid fan of the Peloton—especially Cody’s classes, enjoys a glass of wine while relaxing with her family and friends, likes spending time honing her chalk art skills, and loves playing with Bailey Rose, the cutest Zuchon in existence. Tracy has big plans to travel across the US in an RV one day.
