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Senior Call Center Representative Jobs in Rio Rancho, NM

InnovAge

Enrollment Representative

Albuquerque, NM · On-site

Receives communication from call center, broker, and/or PACE/LIFE Specialist to handoff qualified ... senior living communities, etc.) referrals sources and B2C (individual patient) settings, Medicare ...

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Senior Call Center Representative information

See Rio Rancho, NM salary details

$11

$21

$33

How much do senior call center representative jobs pay per hour?

As of Aug 7, 2026, the average hourly pay for senior call center representative in Rio Rancho, NM is $21.70, according to ZipRecruiter salary data. Most workers in this role earn between $17.40 and $23.99 per hour, depending on experience, location, and employer.

What is the difference between Senior Call Center Representative vs Call Center Agent?

AspectSenior Call Center RepresentativeCall Center Agent
Required CredentialsHigh school diploma, experience, possibly certifications in customer serviceHigh school diploma or equivalent, basic customer service skills
Work EnvironmentCall centers, customer service departmentsCall centers, customer support roles
Employer & Industry UsageCustomer service, technical support, salesCustomer support, inbound/outbound calls
Common Search & ComparisonMore experienced, higher responsibilitiesEntry-level, basic support

The main difference between a Senior Call Center Representative and a Call Center Agent is experience and responsibility. Senior representatives typically handle more complex issues, mentor new staff, and have a deeper understanding of products or services. Call Center Agents are usually entry-level, focusing on basic customer interactions. Both roles are essential in customer service environments, but the senior position involves greater expertise and leadership responsibilities.

What are some common challenges senior call center representatives face, and how can they effectively manage them?

Senior Call Center Representatives often encounter challenges such as handling escalated customer complaints, balancing high call volumes, and mentoring junior team members. To manage these effectively, it's important to develop strong communication and conflict resolution skills, stay organized, and remain calm under pressure. Leveraging experience to provide guidance to less-experienced colleagues and utilizing available technology and resources can also help streamline processes and improve overall team performance.

What are the key skills and qualifications needed to thrive as a senior call center representative?

To thrive as a Senior Call Center Representative, you need in-depth knowledge of customer service principles, strong problem-solving abilities, and experience with call center operations, often supported by relevant experience or supervisory training. Familiarity with customer relationship management (CRM) software, call routing systems, and telephony platforms is typically required. Outstanding communication, patience, and leadership skills help you handle escalations and mentor junior staff. These skills are crucial to ensuring high customer satisfaction, efficient team support, and effective resolution of complex issues in a fast-paced environment.

What is a senior call center representative?

Senior Call Center Representatives are experienced customer service professionals who handle complex customer inquiries, resolve escalated issues, and provide guidance to junior staff. They typically have in-depth knowledge of company products, services, and procedures, enabling them to support both customers and team members effectively. In addition to answering calls, they may assist with training new employees, monitoring call quality, and implementing best practices to improve the customer experience.
What are popular job titles related to Senior Call Center Representative jobs in Rio Rancho, NM? For Senior Call Center Representative jobs in Rio Rancho, NM, the most frequently searched job titles are:
What job categories do people searching Senior Call Center Representative jobs in Rio Rancho, NM look for? The top searched job categories for Senior Call Center Representative jobs in Rio Rancho, NM are:
Senior Call Center Representative jobs near you
Infographic showing various Senior Call Center Representative job openings in Rio Rancho, NM as of August 2026, with employment types broken down into 3% As Needed, 76% Full Time, 18% Part Time, and 3% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $45,144 per year, or $21.7 per hour.

Contact Center Supervisor I

Presbyterian Medical Services

Albuquerque, NM • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 21 days ago

Presbyterian Medical Services rating

6.0

Company rating: 6.0 out of 10

Based on 12 frontline employees who took The Breakroom Quiz

Job description

JOB CATEGORY: CALL CENTER / CONTACT CENTER / ADMINISTRATION 

POSITION SUMMARY: Under the direction of the Contact Center Manager, the Contact Center Supervisor I organizes and directs assigned Contact Center staff. This position is responsible for assessing staff work and providing feedback to maximize performance. The supervisor trains and guides Contact Center staff to perform their tasks in a customer-friendly manner. Acts as the face of Presbyterian Medical Services to our external customers with a professional demeanor and strong communications skills.

REQUIREMENTS

EDUCATION AND/OR EXPERIENCE:

  • High school diploma / GED plus a combination of three years related education, training and/or experience. Healthcare call center experience preferred.
  • One year supervisory experience preferred.
  • Call center supervisor experience highly desired.
  • Knowledge of automated business applications, including word-processing, spreadsheet and data base management applications required.
  • Strong organizational, leadership and interpersonal management skills.
  • Exceptional active listening and grammar skills.

$100 EMPLOYEE REFERRAL BONUS

BONUSES

  • All bonuses subject to tax withholding and eligibility requirements.

ABOUT PMS

  • Founded in 1969, PMS is a non-profit organization with over 1,300 employees providing services at 100+ locations in New Mexico.
  • Our diverse services include primary care, dental, behavioral health, early childhood education, supportive living, and senior programs.
  • We concentrate our resources on meeting the needs of underserved areas of New Mexico.
  • We operate the largest network of federally qualified health centers in the state.
  • PMS is not affiliated with Presbyterian Healthcare Services, Presbyterian Hospitals or Presbyterian Health Plan.

WHY PMS?

  • Mission-driven organization
  • Competitive salaries
  • Nine paid holidays and generous PTO
  • Medical, dental & vision insurance  
  • Free Life & LTD coverage
  • Free discretionary pension plan contribution
  • Employee recognition and engagement activities
  • Robust training program
  • Tuition Reimbursement

EOE/AA/M/F/SO/Vet/Disability

What Presbyterian Medical Services employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Presbyterian Medical Services logo

About Presbyterian Medical Services

Sourced by ZipRecruiter

At Presbyterian Medical Services, we believe that the best way to improve community health and wellbeing is for everyone to work together. That’s why we work collaboratively with community groups, school districts, local providers, hospitals, and governments at every level. Together, we develop programs and services that meet the needs of the people living within these communities, and we continue expanding into communities that invite our involvement.

Industry

Hospitals

Company size

1,001 - 5,000 Employees

Headquarters location

Sante Fe, NM, US

Year founded

1969

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