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Call Transfer Jobs in Alabama (NOW HIRING)

Brook Valley Management

Call Center Manager

Birmingham, AL · On-site

$65K - $80K/yr

Call Center Manager Common Threads Charitable Donation Services Reports To: Director of Logistics ... Ensure every case transferred from the AI scheduling system receives appropriate follow-up and ...

Medasource

Contact Center Specialist

Birmingham, AL · On-site

$20 - $22/hr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Handle call transfers, messages, callbacks, holds, and interruptions using a professional approach * Communicate claim status for DBL and PFL clearly and accurately * Document all calls in the ...

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Showing results 21-40

All JobsCall Transfer JobsCall Transfer Jobs in Alabama

Call Transfer information

See Alabama salary details

$9

$16

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How much do call transfer jobs pay per hour?

As of Aug 18, 2026, the average hourly pay for call transfer in Alabama is $16.24, according to ZipRecruiter salary data. Most workers in this role earn between $13.94 and $17.45 per hour, depending on experience, location, and employer.

What is a call transfer?

A Call Transfer job involves answering incoming calls and redirecting them to the appropriate department, representative, or external contact. The role requires strong communication skills and the ability to quickly assess caller needs. Agents may work in customer service, sales, or technical support environments, ensuring smooth call transitions. Excellent multitasking and problem-solving abilities are essential for handling high call volumes efficiently.

What are the key skills and qualifications needed to thrive in the call transfer position?

To thrive as a Call Transfer specialist, you need strong verbal communication, active listening, and attention to detail, typically with a high school diploma or equivalent. Familiarity with call center software, multi-line phone systems, and customer relationship management (CRM) platforms is often required. Patience, professionalism, and a customer-service mindset are soft skills that help you excel in this role. These abilities are crucial for ensuring accurate call routing, maintaining customer satisfaction, and supporting smooth operations in fast-paced contact center environments.

What are the typical challenges someone might face as a call transfer specialist?

As a Call Transfer specialist, you may encounter high call volumes, difficult callers, and the need to quickly understand and route inquiries to the appropriate departments. Multitasking is often required, as you'll manage multiple systems and ensure each caller’s information is accurately recorded for seamless handoffs. Working under time pressure while maintaining a positive and professional attitude can be demanding, but you are supported by supervisors and team resources. Over time, you’ll gain valuable communication and problem-solving skills, which can open up further opportunities in customer service, team leadership, or specialized support roles.

How do you do a call transfer?

A call transfer in a call transfer role involves connecting an ongoing call to another person or department. To do this, you typically place the caller on hold, dial the recipient, and then complete the transfer by merging the calls or hanging up after the transfer is accepted. Using phone system features like transfer buttons or software tools can streamline this process and ensure a smooth handoff.

What are popular job titles related to Call Transfer jobs in Alabama?

For Call Transfer jobs in Alabama, the most frequently searched job titles are:

What job categories do people searching Call Transfer jobs in Alabama look for?

The top searched job categories for Call Transfer jobs in Alabama are:

Call Transfer jobs near you
Infographic showing various Call Transfer job openings in Alabama as of August 2026, with employment types broken down into 67% Full Time, and 33% Part Time. Highlights an 100% In-person job distribution, with an average salary of $33,769 per year, or $16.2 per hour.

Call Center Manager

Brook Valley Management

Birmingham, AL • On-site

$65K - $80K/yr

Full-time

Re-posted 24 days ago

Job description

Call Center Manager
Common Threads Charitable Donation Services
Reports To: Director of Logistics & Operations Department: Customer Service & Donation Operations Location: Common Threads Charitable Donation Services (with regional field coordination) Employment Type: Full-Time, Exempt Direct Reports: Customer Service Representatives
POSITION SUMMARY
Common Threads Charitable Donation Services is seeking an experienced Call Center Manager to lead the human-supported side of a modern, technology-forward customer contact operation. Common Threads operates a primary AI-powered contact center that autonomously handles routine scheduling functions, including standard donation pickup bookings, appointment confirmations, and high-volume inbound inquiries.
The Call Center Manager is responsible for all interactions escalated beyond the AI platform's capabilities, including complex customer service issues, complaints, partner concerns, and operational challenges requiring human judgment, empathy, and accountability.
This role combines team leadership, service quality ownership, and administration of the organization's AI scheduling platform. The Call Center Manager serves as the primary business owner and super-user of Common Threads' AI contact center technology, maintaining call flows, routing logic, escalation pathways, and the knowledge base that supports donor and customer interactions. The position ensures that every contact requiring human intervention is resolved quickly, professionally, and in a manner that strengthens relationships with donors, community partners, and stakeholders.
PRIMARY RESPONSIBILITIES
Customer Service Escalations
  • Serve as the senior point of contact for escalated customer issues that cannot be resolved by the AI platform or front-line representatives.
  • Manage the escalation queue, establish response-time expectations, and personally oversee sensitive or high-impact cases through resolution.

Property Partner Relations
  • Act as the primary liaison for property managers, landlords, business partners, and site owners regarding donation bins, collection activities, and site-related concerns.
  • Investigate and resolve issues involving bin placement, overflow, servicing schedules, accessibility, and site appearance while maintaining positive partner relationships.

Donation Bin Service Management
  • Oversee the intake, prioritization, and resolution of issues involving attended and unattended donation bins, including servicing requests, relocations, repairs, overflow situations, and damage reports.
  • Coordinate with logistics and field operations teams to ensure timely resolution.

Attended Donation Center Support
  • Address customer and operational concerns arising at attended donation centers, ensuring consistent service standards and a positive donor experience.

Home Donation Pickup Resolution
  • Manage escalated donor concerns related to home donation pickups, including missed collections, delays, rescheduling requests, special handling situations, and service complaints.
  • Ensure every case transferred from the AI scheduling system receives appropriate follow-up and resolution.

AI Platform Administration
  • Serve as the primary administrator and super-user of Common Threads' AI contact center platform.
  • Configure and maintain AI call flows, routing rules, prompts, escalation pathways, and operational settings.
  • Own and regularly audit the knowledge base that supports donor communications, service area information, donation guidelines, and pickup policies to ensure accuracy and consistency.

AI Contact Center Optimization
  • Define and continuously improve handoff procedures between automated and human support.
  • Monitor AI performance, customer sentiment, and escalation trends.
  • Identify recurring issues and collaborate with leadership to improve automation effectiveness and customer experience.

Team Leadership
  • Recruit, train, schedule, coach, and develop Customer Service Representatives.
  • Establish performance expectations, conduct quality reviews, and foster a customer-focused culture aligned with Common Threads' mission and values.

Service Quality & Reporting
  • Develop and monitor key performance indicators across both AI and human-supported operations, including:
    • Resolution time
    • Escalation volume
    • Customer satisfaction
    • Complaint trends
    • AI containment rates
    • Human handoff rates
    • Donor sentiment
  • Provide regular reporting and recommendations to leadership regarding operational performance and process improvements.

QUALIFICATIONS
  • 3+ years of call center, contact center, or customer service management experience with direct supervisory responsibility.
  • Proven success managing escalations, complaints, and high-stakes customer relationships.
  • Experience administering or supporting AI-driven contact center platforms, conversational AI systems, CRM software, or scheduling technologies strongly preferred.
  • Experience serving as a platform administrator or super-user for systems such as RingCentral, Five9, Genesys, NICE CXone, or similar cloud-based contact center platforms is highly desirable.
  • Understanding of workflow automation, call routing logic, and AI knowledge base management.
  • Familiarity with donation collection operations, logistics, route scheduling, field service coordination, or property management is a plus.
  • Bachelor's degree in Business, Operations, Communications, or a related field, or equivalent professional experience.

SKILLS & COMPETENCIES
  • Exceptional written and verbal communication skills with the ability to professionally de-escalate difficult situations.
  • Strong analytical, problem-solving, and decision-making abilities.
  • Ability to manage multiple priorities and maintain service excellence in a fast-paced environment.
  • Comfortable using operational dashboards, metrics, and reporting tools to drive performance.
  • Collaborative leadership style focused on coaching, accountability, and employee development.
  • Technically proficient in administering contact center software, including configuring call flows, routing logic, automation rules, and AI prompts.

WHY COMMON THREADS CHARITABLE DONATION SERVICES
At Common Threads Charitable Donation Services, every donation, collection, and community partnership contributes to a more sustainable future. Our mission is to extend the life of reusable goods, reduce waste, and support charitable initiatives that strengthen the communities we serve.
As part of our team, you will help create an exceptional donor experience by combining innovative technology with genuine human service. When donors, partners, and community members need personal assistance, you will ensure they receive knowledgeable, compassionate, and effective support.
Common Threads Charitable Donation Services is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where all employees are respected, valued, and empowered to succeed.

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