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MedStar Health

Supervisor Call Center

Washington, DC · On-site

$49K - $87K/yr

About the Job Our call center has a leadership opportunity located at MedStar Georgetown University Hospital. This role is responsible for overseeing Call Center operations at MedStar Health ...

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As of Sep 14, 2026, the average hourly pay for university call center in the United States is $17.91, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $19.23 per hour, depending on experience, location, and employer.

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Infographic showing various University Call Center job openings in the United States as of August 2026, with employment types broken down into 2% As Needed, 81% Full Time, 15% Part Time, and 2% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $37,257 per year, or $17.9 per hour.

Call Center Operations Manager

Ewing Township, NJ

Integrated Resources INC
Recruiting and Staffing Services • 51 - 200 employees
Learn more about Integrated Resources INCexternal

Full-time

Re-posted 23 days ago

Job description

Company Description

Integrated Resources, Inc is a premier staffing firm recognized as one of the tri-states most well-respected professional specialty firms. IRI has built its reputation on excellent service and integrity since its inception in 1996. Our mission centers on delivering only the best quality talent, the first time and every time. We provide quality resources in four specialty areas: Information Technology (IT), Clinical Research, Rehabilitation Therapy and Nursing.

Job Description

Position: Call center Operations Manager 

Duration: Full-time + Benefits+ Bonus 

Location: Ewing, NJ 

Direct client: Immediate interview 

Monthly Expectations: 2 weeks in Ewing, 1 week in Newark, approximately 1 week in Chicago." (Travel expenses will be reimbursed)

Job Summary: This position will have direct accountability for the Call Center Workforce Management team. Manager will ensure that we provide high levels of service by leading the long term and short term staffing models and monitoring daily call center activities. This position is at the primary owner/liaison between call center operation and systems to ensure systems run effectively and that projects are implemented as expected. Another key focus for this position is to lead all call quality initiatives including the improvement of first contact resolution and repeat call rates. The position reports directly to the Senior Director of Shared Services.

Responsibilities:

Responsible for the management of 8-12 FTE's.

Ensure the most efficient/timely workforce coverage for call volumes applying queuing theory.

Forecast and Plan for call volumes and capacity models by type and team (internal and external partners).

Drive to achieve world class call metrics (Average Speed of Answer, Average Handle Time, First Call Resolution, Top Level Quality, etc.)

Lead the team on key telephony/customer service projects.

Lead operational support for key telephony system issues (like IVR, AVAYA, Verint).

Develop strategic planning for key corporate initiatives (like Healthcare Reform).

Develop daily, weekly and monthly call reports that are utilized by front line agents up through senior leadership.

Develop telephony reporting processes that provide accurate and timely information and analysis.

Lead the call center quality improvement initiatives that include raising first contract resolution and lowering customer repeat call rate.

Education/Experience:

Requires a Bachelor's Degree from an accredited college or university.

Call Center Support Experience minimum of 5 years.

Leadership Experience minimum of 5 years.

Advanced Microsoft Excel Skills.

Healthcare Experience a plus.

Skills and Abilities:

Experience with Electronic Call Center Workforce Management Systems such as: 

o Avaya Centervue

o Avaya CMS

o Verint WFO Suite


Understanding Call Center Queuing Theory



Additional Information


  Thanks & Regards,

 Nagesh 

732-429-1641 





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About Integrated Resources

Sourced by ZipRecruiter

Integrated Resources Inc (IRI), based in Edison, NJ, US, is an esteemed player in the staffing solutions industry with a credible presence on their official website irionline.com. Notably, IRI provides a range of professional staffing services including contract, contract-to-hire, and direct hire solutions to a wide spectrum of industries such as healthcare, life sciences, manufacturing, financial, insurance, and others. Since its inception, IRI has been committed to delivering top-talent and optimum solutions to meet its clients' diverse needs.

Industry

Recruiting and staffing services

Company size

51 - 200 Employees

Headquarters location

Edison, NJ, US

Year founded

1996

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