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Call Center Operations Manager Jobs in Baltimore, MD

VECra Inc.

Customer Service Call Center Agent

Lanham, MD · On-site

$18.50/hr

Call Center Agent (Full-Time, Remote) Location: Remote Company Overview VECRA, Inc. is a service ... VECRA's experience spans innovative software applications, reporting systems, program management ...

VECra Inc.

Customer Service Call Center Agent

Lanham, MD · On-site

$18.50/hr

Call Center Agent (Full-Time, Remote) Location: Remote Company Overview VECRA, Inc. is a service ... VECRA's experience spans innovative software applications, reporting systems, program management ...

Soar Autism Center

Center Operations Director

Greenbelt, MD · On-site

$80K - $100K/yr

The Center Operations Director (COD) role is a high-impact leadership position for someone early-to ... Managing the front desk and providing a warm welcome to clients, prospective clients and teammates

Soar Autism Center

Center Operations Director

Greenbelt, MD · On-site

$80K - $100K/yr

The Center Operations Director (COD) role is a high-impact leadership position for someone early-to ... Managing the front desk and providing a warm welcome to clients, prospective clients and teammates

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All JobsCall Center Operations JobsCall Center Operations Manager JobsCall Center Operations Manager Jobs in Baltimore, MD

Call Center Operations Manager information

See Baltimore, MD salary details

$31.3K

$73.2K

$134.6K

How much do call center operations manager jobs pay per year?

As of Aug 8, 2026, the average yearly pay for call center operations manager in Baltimore, MD is $73,219.00, according to ZipRecruiter salary data. Most workers in this role earn between $52,200.00 and $90,400.00 per year, depending on experience, location, and employer.

What are some common challenges faced by call center operations managers, and how can they be addressed?

Call Center Operations Managers often face challenges such as high employee turnover, maintaining consistent service quality, and adapting to fluctuating call volumes. To address these, it's important to focus on robust training programs, establish clear performance metrics, and foster a positive team culture. Leveraging technology for real-time monitoring and workforce management can also help streamline operations and improve both agent and customer satisfaction. Proactive communication with team members and continuous process improvement are key strategies for success in this role.

What is the difference between Call Center Operations Manager vs Call Center Supervisor?

AspectCall Center Operations ManagerCall Center Supervisor
ResponsibilitiesOversees overall call center operations, strategic planning, and team managementManages daily team activities, monitors performance, and handles escalations
Required CredentialsBachelor's degree, experience in call center management, leadership skillsHigh school diploma or equivalent, experience in customer service, team supervision
Work EnvironmentOffice-based, strategic meetings, cross-department collaborationOffice or call center floor, direct team supervision
Industry UsageCommon in large call centers, BPOs, and corporate customer serviceFound in smaller call centers, retail, and service industries

The Call Center Operations Manager focuses on strategic oversight and overall performance, while the Call Center Supervisor handles daily team management and immediate customer service issues. Both roles are essential but differ in scope and responsibilities.

What does a call center operations manager do?

A Call Center Operations Manager oversees the daily operations of a call center to ensure high performance and customer satisfaction. They manage staff, implement policies, monitor key metrics, and work to improve efficiency and service quality. Their responsibilities include training employees, handling escalated issues, and ensuring compliance with company standards. Ultimately, they play a crucial role in achieving organizational goals by optimizing call center processes.

What are the key skills and qualifications needed to thrive as a call center operations manager?

To thrive as a Call Center Operations Manager, you need strong leadership, analytical, and process optimization skills, often backed by a degree in business or management and relevant call center experience. Familiarity with workforce management software, CRM systems, and quality assurance tools is typically required. Exceptional communication, conflict resolution, and motivational abilities help drive team performance and maintain staff engagement. These qualities are essential for ensuring operational efficiency, high customer satisfaction, and the achievement of organizational targets.
What are the most commonly searched types of Call Center Operations jobs in Baltimore, MD? The most popular types of Call Center Operations jobs in Baltimore, MD are:
What are popular job titles related to Call Center Operations Manager jobs in Baltimore, MD? For Call Center Operations Manager jobs in Baltimore, MD, the most frequently searched job titles are:
What job categories do people searching Call Center Operations Manager jobs in Baltimore, MD look for? The top searched job categories for Call Center Operations Manager jobs in Baltimore, MD are:
What cities near Baltimore, MD are hiring for Call Center Operations Manager jobs? Cities near Baltimore, MD with the most Call Center Operations Manager job openings:
Call Center Operations Manager jobs near you
Infographic showing various Call Center Operations Manager job openings in Baltimore, MD as of August 2026, with employment types broken down into 83% Full Time, 13% Part Time, 1% Temporary, and 3% Contract. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution, with an average salary of $73,219 per year, or $35.2 per hour.

Customer Service Call Center Agent

VECra Inc.

Lanham, MD • On-site

$18.50/hr

Full-time

Medical, Dental, PTO

Re-posted 18 days ago

Job description

Job Title: Call Center Agent (Full-Time, Remote)
Location: Remote
Company Overview
VECRA, Inc. is a service-disabled veteran-owned, woman-owned, and minority business enterprise (SDVOSB, WOSB, MBE) consulting firm. We specialize in helping clients drive growth, transform businesses, and innovate through proven methodologies. VECRA's experience spans innovative software applications, reporting systems, program management, facilities, and supply chain management. Our services are always:
  • Vigilant Efficient Collaborative Responsive Accurate (VECRA)

Job Description
VECRA is seeking remote Call Center Agents to provide support for the Maryland Health Benefits Exchange. Agents will assist Maryland residents with healthcare benefits, handling an average of 30-35 inbound calls per day (with higher call volume during open enrollment). This position requires 7 weeks of paid training. Agents must provide their own computer/laptop (Chromebooks and iPads are not permitted) and headset.
Key Responsibilities
  • Answer inbound calls from consumers, prospective enrollees, and those acting on their behalf, providing information on policies, procedures, and privacy protocols.
  • Track and document all inquiries using the designated systems.
  • Complete tasks according to established guidelines and quality assurance metrics.
  • Assist consumers with changes to their applications and reset passwords for self-service.
  • Check application status and verify coverage effectiveness.
  • Escalate calls or issues to appropriate staff when needed.
  • Facilitate translation services for non-English speaking callers.
  • Attend training and meetings to maintain up-to-date knowledge of all programs and systems.

Qualifications & Required Skills
  • Must be a Maryland Resident.
  • 3+ years of call center experience.
  • Experience with high inbound call volumes and meeting/exceeding performance metrics.
  • Fast learner with the ability to work independently.
  • Strong multitasking and computer skills.
  • Excellent listening skills with the ability to understand, not just respond.
  • Punctual and self-reliant.

Education
  • High School Diploma or GED required.

Other Details
  • Work Hours: 8:00 AM - 6:00 PM (Assigned 8-hour shift within this timeframe)
  • Salary: $18.50/hour
  • Location: Remote
  • Travel: No

Benefits
VECRA offers a competitive benefits package for full-time employees, including:
  • Paid holidays
  • Paid time off
  • Medical and dental coverage

Equal Opportunity Employer
VECRA, Inc. is an Equal Opportunity and Affirmative Action employer. We are committed to administering all employment actions based on merit and free from discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. VECRA maintains a drug-free workplace and conducts pre-employment substance abuse testing and background checks, where permitted by law.

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