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Call Centre Jobs in Virginia (NOW HIRING)

Ashley

Call Center Manager

Fredericksburg, VA · On-site

This is a fully in-office position responsible for overseeing inbound call center operations, supporting team performance, and ensuring exceptional customer service experiences. What We Offer

HealthWorks

Call Center

Leesburg, VA · On-site

$19/hr

Call Center We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin ...

Mr. Rogers Windows

Call Center Agent

Chesapeake, VA · On-site

$17/hr

Are you energetic, personable, and driven to succeed? We're looking for ambitious team members with experience managing outbound and inbound calls to join our in-office call center. This is not a ...

ncmec

$15 - $18.75/hr

Call Center Specialist LOCATION : Alexandria, Virginia or Lake Park, Florida FLSA : Non-Exempt DIVISION : Missing Children Division (MCD) DEPARTMENT : Call Center TRAVEL REQUIREMENT : None HOURS and ...

Andersen

Call Center Agent

Chesapeake, VA · On-site

$17/hr

Are you energetic, personable, and driven to succeed? We're looking for ambitious team members with experience managing outbound and inbound calls to join our in-office call center. This is not a ...

Mr. Rogers Windows/Renewal by Andersen

Be Seen First

Call Center Agent

Chesapeake, VA · On-site

$17/hr

Are you energetic, personable, and driven to succeed? We're looking for ambitious team members with experience managing outbound and inbound calls to join our in-office call center. This is not a ...

Massanutten

Call Center Agent

Mcgaheysville, VA · On-site

$12.77/hr

Massanutten Resort Job Summary The Call Center Agent position serves as the primary point of contact for the Resort's onsite and offsite guests at our Call Center. The Agent strives to provide the ...

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Call Centre information

What is a call centre agent?

Call centre jobs involve working in a centralized office where employees handle incoming or outgoing customer communications, usually by phone, but sometimes via email, chat, or social media. Call centre agents assist customers with inquiries, provide support, process orders, resolve complaints, and may conduct surveys or telemarketing. These roles require good communication skills, patience, and the ability to work in a fast-paced environment. Some call centres focus on customer service, while others may specialize in technical support or sales. The work can be done onsite or remotely, depending on the employer.

What are the key skills and qualifications needed to thrive as a call centre agent?

To thrive as a Call Centre Agent, you need strong communication skills, problem-solving abilities, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) systems, call management software, and sometimes basic data entry tools is important. Patience, resilience, and active listening are essential soft skills for managing customer interactions and resolving issues effectively. These competencies ensure high-quality customer service, efficient issue resolution, and positive client experiences in a high-volume environment.

What are some common challenges faced by call centre agents, and how can they be managed effectively?

Call centre agents often face challenges such as handling high call volumes, managing difficult customer interactions, and meeting strict performance targets. These can be effectively managed by developing strong communication and stress management skills, utilizing available scripts and resources, and seeking support from supervisors or team leads when needed. Many call centres also provide regular training sessions and encourage collaboration among team members to share best practices, which helps agents continuously improve and maintain job satisfaction.

What is the difference between Call Centre vs Customer Service Representative?

AspectCall CentreCustomer Service Representative
Required CredentialsHigh school diploma or equivalent; training providedHigh school diploma or equivalent; training provided
Work EnvironmentCall centers, often in a shared space with multiple agentsOffice or remote, interacting directly with customers via phone or online
Employer & Industry UsageCustomer support, telecommunication, salesRetail, banking, tech support, hospitality
Common Search & ComparisonOften compared for roles involving inbound/outbound callsCompared for direct customer interaction roles

The main difference between a Call Centre and a Customer Service Representative is that a Call Centre is a facility or environment where multiple agents handle calls, while a Customer Service Representative is an individual role that may work in a call center or other customer-facing settings. Both roles require similar skills and training but differ in scope and work environment.

What do you do in a call centre job?

A call centre job involves handling inbound or outbound phone calls to assist customers, answer questions, resolve issues, or promote products and services. Employees often use customer service skills, follow scripts, and utilize computer systems to document interactions. The role may require good communication, patience, and familiarity with call centre software.

What qualifications do you need to work at a call centre?

To work as a call centre agent, typically a high school diploma or equivalent is required. Strong communication skills, basic computer literacy, and the ability to handle customer inquiries are important; some roles may also require training on specific customer service software or tools.

What cities in Virginia are hiring for Call Centre jobs?

Cities in Virginia with the most Call Centre job openings:

Call Centre jobs near you
Infographic showing various Call Centre job openings in Virginia as of August 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 78% Full Time, 14% Part Time, and 6% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution.

Call Center Manager

Ashley

Fredericksburg, VA • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 8 days ago

Ashley Furniture rating

6.1

Company rating: 6.1 out of 10

Based on 293 frontline employees who took The Breakroom Quiz

39th of 52 rated furniture manufacturers

Job description

Ashley, the #1 Furniture and Mattress Retailer, is seeking an experienced and motivated Call Center Supervisor to join our team in Fredericksburg, VA. This is a fully in-office position responsible for overseeing inbound call center operations, supporting team performance, and ensuring exceptional customer service experiences.

What We Offer

  • Competitive salary: $50,000–$65,000

  • Weekly pay

  • Paid Time Off

  • Comprehensive medical, dental, and vision insurance

  • 401(k) with 4% company match

  • Life insurance, short-term and long-term disability, and hospital indemnity coverage

  • Employee furniture discounts

  • Extensive training and professional development opportunities

  • Career advancement opportunities within a growing company

Position Summary

The Customer Care Manager is responsible for providing day-to-day leadership, operational oversight, coaching, and support for Level 1 and Level 2 call center representatives. This role ensures proper phone coverage, adherence to company policies and procedures, and a high level of customer satisfaction through effective communication and problem resolution.

Core Knowledge & Qualifications

  • Strong understanding of call center operations and workflow management

  • Knowledge of how call center functions impact overall business performance

  • Furniture industry knowledge and repair terminology preferred

  • Ability to build relationships and collaborate with leadership and cross-functional teams

  • Strong analytical, organizational, and communication skills

Key Responsibilities

  • Provide real-time coaching, mentorship, and support to Level 1 and Level 2 representatives

  • Monitor call center activity, including agent availability, hold times, escalations, and scheduling

  • Ensure adequate phone coverage by managing breaks, lunches, and schedule adjustments

  • Handle Level 3 customer escalations using established de-escalation procedures

  • Conduct team huddles, refresher training, and product training sessions

  • Accurately perform all operational functions within the call center

  • Complete required reports and operational documentation

  • Communicate personnel, workflow, morale, or process concerns to the Call Center Manager

  • Participate in leadership meetings, quality assurance reviews, and process improvement initiatives

  • Provide immediate coaching and corrective feedback when necessary

  • Mentor Level 2 team members in preparation for future leadership opportunities

  • Remain available to support staff throughout operating hours

  • Perform additional duties as assigned

 

Required Skills & Competencies

Leadership & Supervision

  • Ability to lead, motivate, and coach a team in a positive and professional manner

  • Skilled in providing real-time operational guidance and support

  • Leads by example while fostering a collaborative and growth-oriented environment

Customer Service & Conflict Resolution

  • Strong customer service background with the ability to professionally manage escalated customer concerns

  • Effective negotiation and de-escalation skills while maintaining company standards and customer satisfaction

Communication

  • Excellent verbal and written communication skills

  • Ability to research issues, validate concerns, and communicate findings and recommendations clearly to leadership

Time Management & Organization

  • Ability to effectively manage schedules, staffing coverage, and workflow priorities in a fast-paced environment

  • Strong attention to detail and ability to adapt quickly to changing business needs

Continuous Improvement

  • Ability to identify operational or personnel trends that require review and collaborate with management on action plans and process improvements

Technology Skills

Basic knowledge of, or ability to learn:

  • Microsoft Office Suite and Microsoft 365

  • SharePoint, Outlook, and Teams

  • RingCentral and RingCX

  • Paycom, iConnect, and Storis

Authority & Decision-Making

  • Act on behalf of the Call Center Manager during manager absences for customer-related concerns

  • Provide immediate operational coaching and guidance to staff

  • Deliver verbal warnings in coordination with the Call Center Manager

  • Adjust call center schedules as needed to maintain adequate coverage

T&T Distribution and Ashley Furniture are committed to providing a safe, inclusive, and supportive workplace for all employees. We value professional growth and offer competitive compensation, strong benefits, and opportunities for advancement.

If you are passionate about leadership, customer service, and team development, we encourage you to apply today. Please submit your resume and cover letter outlining your relevant experience and qualifications.

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