Call Center/Project Manager

Elkridge, MD 21075

Posted: 11/02/24 Employment Type: Direct Hire Position: Program / Project Management - Management Job Number: 17728 Work Location: Onsite

Job Description

Top Stack is working with a client in the Elkridge, MD area that is seeking a Call Center Manager to join their team.  He/She will be responsible for leadership of large team of Call Center Reps.  Must adhere to SLA's and contract requirements for project.  This position is on site M-F.
  • The Call Center Manager leads a team of Customer Service Representatives (CSRs) to deliver high-quality customer service experience, oversees all administrative duties in the office, and ensures organizational Key Performance Indicators (KPIs) are met
  • Plan, coordinate, and oversee the activities of the Customer Service Representative(s) to maintain and enhance customer relationships and meet organizational and operational objectives
  • Identify trends and areas of concern for customers, collaborating with local and central leadership to reduce customer irritants and operational inefficiencies
  • Experience with Maryland Medicaid regulations and trends
  • 8-10 years of prior leadership experience 
  • 5-7 years of experience with Medicaid
  • Leadsership within Health and Human Services
  • BA degree

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.

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About Elkridge, MD

Start your journey towards an exciting career in Elkridge, Maryland! Nestled in the heart of Howard County, Elkridge offers a perfect blend of historic charm and modern amenities, making it an ideal location for job seekers. With easy access to renowned sites such as Patapsco Valley State Park and the Thomas Viaduct, as well as being just a short drive from Baltimore's vibrant Inner Harbor and Camden Yards, Elkridge provides a unique backdrop for professional growth. Explore job opportunities in this dynamic area, known for its diverse cuisine, top-rated schools, and thriving arts scene. Join us in discovering the endless possibilities that Elkridge, Maryland has to offer!