Call Center Operations Manager Jobs in Baltimore, MD

Description MARYLAND TRANSIT ADMINISTRATION Join the Team That Moves Maryland. Now Hiring: Mobility Call Center Supervisor (Administrator II, 2587) Are you ready to take on a career where your work directly impacts the lives of thousands of Marylanders every day. Do you thrive in fast-paced environments, enjoy solving real-time challenges, and feel motivated by meaningful public service.

If so, the Maryland Transit Administration (MTA) wants you on our team. The Maryland Transit Administration (MTA) is seeking a Mobility Call Center Supervisor. This position is responsible for overseeing a team of Mobility Reservation Agents in delivering exceptional customer service.

In this role, you will be responsible for the day-to-day supervision of call center operations, ensuring employees provide accurate, timely, and professional service while meeting established performance standards. The successful candidate will foster a positive work environment through coaching, mentoring, and employee development, while partnering with leadership to improve operational efficiency and enhance both the employee and customer experience. This is first-level supervisory work directing, coordinating, and monitoring call center operations for the Maryland Transit Administration (MTA).

Key Responsibilities: Supervise the daily activities of Mobility Reservation Agents in a unionized environment. Monitor daily call center operations to ensure service level, productivity, performance metrics and customer service goals are achieved. Coach, mentor, train, and evaluate employees.

Redistribute staffing resources and balance workloads to maintain adequate manpower during peak call volumes and operational emergencies. Ensure employees provide professional, courteous, and accurate customer service in all phone interactions. Resolve escalated customer concerns and issues impacting Mobility customers.

Collaborate with management and cross-functional teams to identify process improvements and implement best practices. Promote a positive, collaborative, and customer-focused work environment while fostering teamwork and employee engagement. Location: Baltimore City Qualifications Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Five (5) years of experience in a transit system, transportation operation, call center or customer service environment. *Two (2) years of experience must have been in a supervisory capacity. *This statement contains a selective qualification, which is more focused in scope than the minimum qualifications for this classification.

Selective qualifications are utilized when the position requires specific or additional bona fide occupational qualifications (i.e., knowledge, skill, or ability). Notes: Candidates may substitute 30 credit hours from an accredited college or university for each year up to four years of the required experience. Candidates may substitute the possession of a bachelor's degree from an accredited college or university and one year of experience in administrative staff or professional work for the required experience

Candidates may substitute the possession of a master's degree from an accredited college or university for the required experience. Candidates may substitute U.S. Armed Forces military service experience involving staff work related to the administration of rules, regulations, policies, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher-ranking commissioned officer on a year-for-year basis for the required experience

Special Requirements: Employees are subject to call-in 24 hours a day and will be required to maintain a reliable communication link for the purpose of emergency callback requirements. Employees are required to work shifts, evenings, holidays, and weekends. Employees are required to travel to various locations throughout the MTA service area.

Employees in this classification are subject to substance abuse testing in accordance with the Code of Federal Regulations 49- Federal Department of Transportation Drug Alcohol Testing Protocols and Federal Transit Administration Alcohol Testing Rules. Licenses & Certifications Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland.

Additional Information Employees should adhere to all safety rules, policies, regulations, and personal protective equipment requirements to support a safe and healthy working environment. Employees may attend and participate in safety meetings and should report hazards, unsafe acts, near misses, injuries, and accidents immediately to the Office of Safety and supervision. To support a safe and healthy work environment, employees must refrain from willful violations of safety rules and procedures, reckless and negligent behavior, involvement in criminal activities, and the misuse of drugs or alcohol.

Failure to adhere to this requirement may be subject to disciplinary action up to and including termination. May only perform work for which they have the appropriate safety training. To Apply: You must complete a Maryland Department of Transportation (MDOT) application (Form DTS-1) to be considered for this recruitment.

Resumes may not be substituted for the application. Consideration for employment may be based solely on the contents of your application; therefore, it is essential that the application is filled out completely and accurately, listing all relevant experience in detail and addressing the specific requirements shown above. Please include all relevant experience on your application.

This includes, but is not limited to, full or part time, volunteer, military, acting capacity, or any other experience that is relevant to the position you are applying for within MDOT, one of the Transportation Business Units, or the Authority. Selected candidates may be subject to background and reference checks. Note: Applications not completely filled out will not be considered.

The selected candidate may be subject to background and reference checks. Employees are subject to the State Substance Abuse Policy to include possible drug testing. It is highly recommended that applications be completed and submitted online by registering at www.mdot.maryland.gov/employment

Make sure you meet the minimum and selective qualifications and follow the instructions on MDOT's Online Employment Center website. Applicants with degrees granted outside of the United States will be required to provide a written evaluation of education documentation by a credentialing organization such as: International Credential Evaluation (WES), https://www.wes.org/. Reasonable accommodation for persons with disabilities will be provided as requested

The Maryland Department of Transportation is not sponsoring new employees in application of the H-18 Visa at this time due to budgetary constraints. All applicants must be legally authorized to work in the United States under the Immigration Reform and Control Act of 1986. Federal regulations prohibit H1B Visa candidates from paying sponsorship fees; all sponsorship fees must be assumed by the potential employer.

TTY call 711 TTY Users May Also Call Their Telecommunications Relay Service WE ARE AN EQUAL OPPORTUNITY EMPLOYER MTA does not discriminate based on age, ancestry, color, creed, gender identity or expression, genetic information, marital status, mental or physical disability, national origin, race, religious affiliation, belief or opinion, sex, or sexual orientation, or any other protected status. Issue Date: 07/15/2026