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Queue Manager Jobs in Parkton, MD (NOW HIRING)

System One

Workforce Management Analyst I

Baltimore, MD · Remote

$32.80/hr

WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) -- REMOTE Location: Remote (U.S.) -- client ... Monitor queue activity and service levels; respond to changing conditions. * Maintain strong ...

System One

Workforce Management Analyst I

Baltimore, MD · Remote

$32.80/hr

WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) -- REMOTE Location: Remote (U.S.) -- client ... Monitor queue activity and service levels; respond to changing conditions. * Maintain strong ...

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All JobsQueue JobsQueue Manager JobsQueue Manager Jobs in Parkton, MD

Queue Manager information

See Parkton, MD salary details

$11

$19

$38

How much do queue manager jobs pay per hour?

As of Sep 7, 2026, the average hourly pay for queue manager in Parkton, MD is $19.31, according to ZipRecruiter salary data. Most workers in this role earn between $15.72 and $19.23 per hour, depending on experience, location, and employer.

What is a queue manager?

A Queue Manager is a professional responsible for overseeing and managing the flow of people, tasks, or messages in various environments, such as customer service centers, events, or IT systems. In the context of IT, a Queue Manager often refers to software that handles the communication between different applications by managing message queues, ensuring data is delivered reliably and in order. In customer-facing roles, a Queue Manager organizes waiting lines, minimizes wait times, and enhances customer experience. The specific duties can vary depending on the industry, but the core responsibility is to keep processes running smoothly and efficiently.

What are the key skills and qualifications needed to thrive as a queue manager, and why are they important?

To thrive as a Queue Manager, you need strong organizational skills, experience in customer service or operations, and often a background in business administration or hospitality. Familiarity with queue management systems, scheduling software, and sometimes CRM tools is typically required. Excellent communication, problem-solving abilities, and patience are crucial soft skills for handling high-traffic situations and ensuring customer satisfaction. These skills are important because they enable efficient crowd flow, minimize wait times, and create a positive experience for both customers and staff.

What are some common challenges queue managers face, and how can they effectively address them?

Queue Managers often encounter challenges such as balancing fluctuating customer volumes, managing wait times, and coordinating with multiple teams to maintain service efficiency. Effective communication, adaptability, and proactive monitoring of queue systems are essential to address these issues. By using data analytics to forecast busy periods and collaborating closely with staff, Queue Managers can optimize resource allocation and enhance the customer experience. Staying calm under pressure and implementing continuous process improvements also contribute to successful queue management.

What cities near Parkton, MD are hiring for Queue Manager jobs?

Cities near Parkton, MD with the most Queue Manager job openings:

Queue Manager jobs near you
Infographic showing various Queue Manager job openings in Parkton, MD as of August 2026, with employment types broken down into 92% Full Time, and 8% Contract. Highlights an 92% In-person, and 8% Remote job distribution, with an average salary of $40,160 per year, or $19.3 per hour.

988 Text and Chat Manager (11845)

Baltimore Crisis Response, INC

Baltimore, MD • Remote

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 12 days ago

Job description

988 Text and Chat Manager

Remote | Baltimore, MD| Philadelphia, PA| New York, NY
$60,000–$70,000 Salaried
Full-Time | Monday–Friday | Day Shift
Travel: Up to 10%

Lead the Team. Strengthen Crisis Response. Make Every Connection Count.About Us

CarePoint Response, Inc. (CPR) is a nationally recognized nonprofit and Baltimore’s comprehensive crisis response system. Since 1992, CPR has provided timely, community-based care for individuals and families experiencing mental health and substance use challenges.

Our mission is to deliver effective behavioral health crisis services and treatment in the least restrictive environment—meeting people where they are, when they need it most.

The Opportunity

CarePoint Response is seeking an experienced and compassionate 988 Suicide & Crisis Lifeline Call Center Manager to oversee the daily operations of our Chat and Text crisis services.

In this leadership role, you will ensure individuals experiencing emotional distress or suicidal crisis receive immediate, confidential, trauma-informed support. You will oversee staff performance, service levels, response times, queue management, staffing coverage, quality assurance, and compliance with 988 Suicide & Crisis Lifeline standards.

This position is ideal for a behavioral health leader who combines strong people-management skills with operational discipline and understands that behind every performance metric is a person seeking help during a critical moment.

What You’ll DoCall Center Operations
  • Oversee day-to-day operations of the 988 Chat and Text services.
  • Monitor service levels, response times, queue management, and staffing coverage.
  • Coordinate scheduling and workforce management to maintain appropriate coverage.
  • Ensure operations consistently meet established service expectations.
  • Partner with IT and external vendors to troubleshoot platform and technology issues.
Leadership & Staff Performance
  • Provide leadership, direction, and oversight to crisis services staff.
  • Monitor counselor performance using established quality assurance measures.
  • Establish clear expectations and reinforce accountability for service quality.
  • Develop corrective action plans and performance improvement strategies when necessary.
  • Support a professional, responsive, and trauma-informed crisis services environment.
Quality Assurance & Continuous Improvement
  • Review Chat and Text interactions to evaluate service quality and adherence to established protocols.
  • Monitor performance trends and identify opportunities to strengthen service delivery.
  • Ensure documentation standards are consistently maintained.
  • Use quality and operational information to inform coaching and performance improvement.
Compliance & 988 Standards
  • Ensure adherence to 988 Suicide & Crisis Lifeline policies, procedures, and performance standards.
  • Promote consistent application of crisis intervention protocols.
  • Maintain high standards for confidentiality, HIPAA compliance, and ethical service delivery.
  • Support organizational quality and compliance initiatives.

The position specifically includes responsibility for workforce coverage, platform functionality, transcript review, QA metrics, corrective action, documentation, and continuous service improvement.

What We’re Looking ForEducation
  • Bachelor’s degree in Counseling, Psychology, or a related field required.
  • A bachelor’s degree combined with equivalent crisis-services experience may also be considered.
Experience
  • Minimum of two (2) years of experience in crisis intervention or mental health services.
  • Minimum of one (1) year of supervisory or leadership experience.
  • Experience working in a crisis call center, 988 environment, or digital crisis-response setting is highly valued.
Skills & Competencies
  • Strong leadership and staff-management skills.
  • Excellent written communication skills.
  • Ability to effectively supervise crisis services delivered through digital communication.
  • Proficiency with digital communication platforms and electronic documentation.
  • Strong operational judgment and problem-solving abilities.
  • Ability to monitor performance metrics and translate findings into staff coaching and operational improvements.
  • Ability to remain composed and make sound decisions in high-pressure, crisis-related situations.
  • Commitment to person-centered and trauma-informed decision-making.
  • Bilingual abilities preferred.

The job description also requires flexibility to support nights and weekends when necessary despite the position's regular Monday–Friday day schedule.

Work Environment

Primarily Remote: This position operates remotely with some on-site training responsibilities.

Private Workspace: Remote work requires reliable internet connectivity and a private, quiet workspace suitable for confidential behavioral health operations.

Equipment Provided: CarePoint Response provides a laptop and headset.

Employees must maintain strict adherence to HIPAA and organizational confidentiality requirements.

Why Join CarePoint Response?

Comprehensive Benefits: Our benefits package includes 100% employer-paid healthcare premiums for most available medical plans, providing substantial savings and comprehensive coverage for employees.

Dental & Vision Insurance

403(b) Retirement Plan

Vacation, Sick, Personal & Holiday Leave

Life Insurance & Long-Term Disability

Professional Development & Leadership Growth Opportunities

Collaborative, Mission-Driven Team Environment

Meaningful Work Supporting People During Their Most Critical Moments

Lead the Team Behind the Connection

Every Chat or Text interaction may represent someone reaching out during one of the most difficult moments of their life. As the 988 Suicide & Crisis Lifeline Call Center Manager, you’ll lead the people and systems responsible for making sure that connection is timely, compassionate, safe, and effective.

Apply today and help CarePoint Response strengthen the future of crisis response.

CarePoint Response, Inc. is an Equal Opportunity Employer.

Apply