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Virtual Call Center Manager 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 & Operations Department: Customer Service & Donation Operations Location: Common Threads Charitable ...

GDIT

Call Center Manager

Montgomery, AL · On-site

$111K - $150K/yr

Call Center, Call Center Management, Call Center Operations Certifications: None Experience: 5 + ... You are expected to be on camera during virtual interviews. We reserve the right to take your ...

Common Threads

Call Center Manager

Birmingham, AL

$65K - $80K/yr

Call Center Manager Common Threads Charitable Donation Services Reports To: Director of Logistics & Operations Department: Customer Service & Donation Operations Location: Common Threads Charitable ...

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Cahaba Medical Care

Call Center Agent

Centreville, AL · On-site

$13.75 - $18.25/hr

Call Center Manager Purpose: Service Center agent will be responsible to accurately coordinate, schedule and complete registration for ambulatory outpatient visits. Responsibilities include ...

Limitless East Marketing

Call Center Agent

Birmingham, AL · On-site

$50K - $54K/yr

Job Summary We are seeking a motivated Call Center Agent to support customer interactions and ... Strong organizational and time-management skills. * Ability to work effectively in a fast-paced ...

Signius

Call Center Representative

Mobile, AL · On-site

$17 - $20/hr

Full-Time Call Center Representative Location: Mobile, AL Signius is seeking dedicated and detail ... Professionally manage a high volume of incoming calls , greeting callers with a polite and pleasant ...

Birmingham

Contact Center Manager

Birmingham, AL · On-site

Direct overall activities for inside sales call center staff, sales support staff, and outsource ... Direct Supervision: 2-3 * Management: 2-3 * Exempt: 15 Sales Reps * Non-Exempt: 8 Sales Support ...

Birmingham

Contact Center Manager

Birmingham, AL · On-site

Direct overall activities for inside sales call center staff, sales support staff, and outsource ... Direct Supervision: 2-3 * Management: 2-3 * Exempt: 15 Sales Reps * Non-Exempt: 8 Sales Support ...

MCI Careers

$7.25 - $11.50/hr

We are looking for motivated Remote Call Center Sales Representative s to join our growing team. If ... Provide feedback to management on customer trends and market conditions. Qualifications WONDER IF ...

Signius

Full Time Call Center Representative

Mobile, AL · On-site

$17 - $20/hr

Full-Time Call Center Representative Location: Mobile, AL Signius is seeking dedicated and detail ... Professionally manage a high volume of incoming calls , greeting callers with a polite and pleasant ...

Birmingham

Unit Manager - Inside Sales

Birmingham, AL · On-site

The Executive Director and Call Center Manager establish organizational policies, performance measures, as well as processes and procedures for selling and processing applications. The incumbent ...

Birmingham

Unit Manager - Inside Sales

Birmingham, AL · On-site

The Executive Director and Call Center Manager establish organizational policies, performance measures, as well as processes and procedures for selling and processing applications. The incumbent ...

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Virtual Call Center Manager information

What are some common challenges faced by Virtual Call Center Managers and how can they be addressed?

Virtual Call Center Managers often face challenges such as maintaining team engagement, monitoring performance remotely, and ensuring consistent communication across dispersed teams. To address these, managers can implement regular video check-ins, use performance tracking software, and foster a strong team culture through virtual team-building activities. Additionally, clear communication protocols and ongoing training help ensure everyone stays aligned with company goals and service standards.

What are the key skills and qualifications needed to thrive as a Virtual Call Center Manager, and why are they important?

To thrive as a Virtual Call Center Manager, you need strong leadership, organizational skills, and experience in customer service management, typically supported by a relevant degree or equivalent experience. Familiarity with call center management software (such as Five9 or Zendesk), CRM systems, and workforce management tools is essential, and certifications like COPC or CCMP are advantageous. Excellent communication, problem-solving abilities, and the capacity to motivate remote teams are standout soft skills in this role. These skills ensure efficient operations, high team performance, and superior customer satisfaction in a virtual environment.

What is a Virtual Call Center Manager?

A Virtual Call Center Manager is a professional responsible for overseeing the operations of a call center where agents work remotely, rather than from a physical office. Their duties include managing staff, monitoring performance metrics, ensuring high-quality customer service, and implementing technology solutions to support remote teams. They also handle scheduling, training, and resolving escalated customer issues. This role requires strong leadership, communication, and organizational skills, as well as familiarity with call center software and remote work best practices.
What are the most commonly searched types of Virtual Call Center jobs in Alabama? The most popular types of Virtual Call Center jobs in Alabama are:
What are popular job titles related to Virtual Call Center Manager jobs in Alabama? For Virtual Call Center Manager jobs in Alabama, the most frequently searched job titles are:
What job categories do people searching Virtual Call Center Manager jobs in Alabama look for? The top searched job categories for Virtual Call Center Manager jobs in Alabama are:
What cities in Alabama are hiring for Virtual Call Center Manager jobs? Cities in Alabama with the most Virtual Call Center Manager job openings:
Virtual Call Center Manager jobs near you
Infographic showing various Virtual Call Center Manager job openings in Alabama as of June 2026, with employment types broken down into 80% Full Time, 17% Part Time, 1% Temporary, and 2% Contract. Highlights an 45% Physical, 3% Hybrid, and 52% Remote job distribution.

Call Center Manager

Brook Valley Management

Birmingham, AL • On-site

$65K - $80K/yr

Full-time

Posted 11 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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