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Virtual Call Center Trainee Jobs in Potomac, MD (NOW HIRING)

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Virtual Call Center Trainee information

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$12

$18

$24

How much do virtual call center trainee jobs pay per hour?

As of Aug 31, 2026, the average hourly pay for virtual call center trainee in Potomac, MD is $18.48, according to ZipRecruiter salary data. Most workers in this role earn between $16.15 and $19.38 per hour, depending on experience, location, and employer.

What is a virtual call center trainee?

Virtual Call Center Trainees are individuals who are in the process of learning the skills and procedures needed to handle customer service or support calls remotely. These trainees typically undergo training on company policies, communication techniques, software systems, and problem-solving strategies. Their work is conducted entirely online, allowing them to assist customers from any location with internet access. The goal is to prepare them for a full role as virtual call center agents who can efficiently resolve customer inquiries and issues.

What are the key skills and qualifications needed to thrive as a virtual call center trainee, and why are they important?

To thrive as a Virtual Call Center Trainee, you need strong communication skills, basic computer proficiency, and typically at least a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, VoIP phone systems, and online chat platforms is commonly required. Active listening, patience, and problem-solving abilities help you stand out by effectively addressing customer needs and building rapport. These skills ensure efficient service delivery, customer satisfaction, and adaptability in a remote work environment.

What are some common challenges faced by virtual call center trainees and how can they be overcome?

Virtual Call Center Trainees often face challenges such as adapting to remote work technology, managing time independently, and quickly learning customer service protocols. To overcome these, it’s important to familiarize yourself with the call center’s software through training resources, establish a dedicated and quiet workspace, and proactively seek feedback from supervisors and peers. Building strong communication skills and staying organized will also help you handle a high volume of calls and deliver excellent customer service, which are key to advancing within the role.

What is the difference between Virtual Call Center Trainee vs Virtual Call Center Agent?

AspectVirtual Call Center TraineeVirtual Call Center Agent
CredentialsBasic training, onboardingCustomer service skills, sometimes certifications
Work EnvironmentTraining sessions, supervised environmentLive calls, independent work from home
Job RoleLearning and shadowingHandling customer inquiries, problem-solving

The Virtual Call Center Trainee is an entry-level position focused on training and skill development, often under supervision. In contrast, the Virtual Call Center Agent is responsible for managing customer interactions independently after training. Trainees are in a learning phase, while agents are active service providers. Both roles are essential in the call center industry, with trainees preparing for full agent responsibilities.

What are popular job titles related to Virtual Call Center Trainee jobs in Potomac, MD?

For Virtual Call Center Trainee jobs in Potomac, MD, the most frequently searched job titles are:

What job categories do people searching Virtual Call Center Trainee jobs in Potomac, MD look for?

The top searched job categories for Virtual Call Center Trainee jobs in Potomac, MD are:

What cities near Potomac, MD are hiring for Virtual Call Center Trainee jobs?

Cities near Potomac, MD with the most Virtual Call Center Trainee job openings:

Virtual Call Center Trainee jobs near you

Behavioral Health Call Center Supervisor (Hybrid)

Washington, DC • On-site

Leidos
IT Services • 10K+ employees

8.3

Company rating: 8.3 out of 10

Based on 152 frontline employees who took The Breakroom Quiz

80th of 499 rated business services

People enjoy working here

Good employer

Recommended by students

Learn more about Leidosexternal

Full-time

Re-posted 22 days ago

Job description

Leidos Health and Services Sector currently has an opening for a Behavioral Health Call Center Supervisor to work on-site (2-3 days/week) in Washington, D.C. This is an exciting opportunity to use your experience supporting the Military OneSource mission. The Military OneSource Program provides 24/7 support services for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides a broad array of information, resources, education, referrals, and counseling to about 4.7 million participants, including military service members, their families, and eligible civilians, at locations worldwide. The Military OneSource program serves as a "one source" for resources and information encompassing a comprehensive support system.

*This position requires U.S. Citizenship

*This is a Hybrid opportunity and will require going into the office 2-3 days/week.

The Call Center Supervisor provides counseling services as an independent practitioner and serves as an escalation point for at-risk cases.

This role:

  • Leads, directs, and manages a team of call center agents while ensuring effective on-site oversight of daily center operations.

  • Monitors compliance with referral processes, warm handoffs, case management system reporting requirements, and all applicable security and safeguarding procedures and directives to ensure adherence to established standards and protocols.

  • Serves as an escalation point for at-risk cases.

Job Responsibilities

  • Provide clinical oversight and serve as the escalation point for at-risk and complex cases within the Call Center.

  • Lead, direct, and manage a team of practitioners to ensure effective daily operations and high-quality service delivery.

  • Provide ongoing coaching, mentoring, and side-by-side training to consultants to enhance performance and customer service outcomes.

  • Monitor live calls and chats to ensure professional, high-quality interactions, appropriate warm hand-offs, accurate referrals, and proper delivery of information and resources.

  • Ensure compliance with referral processes, warm handoffs, electronic case management system documentation requirements, and all applicable security and safeguarding protocols.

  • Identify performance trends, compliance gaps, and areas for improvement, and implement corrective actions, additional training, or resource enhancements as needed.

  • Handle escalation calls and provide direct intervention when necessary.

  • Generate, review, and analyze call center performance and quality reports to monitor adherence to Service Level Agreements (SLAs) and operational standards.

  • Provide operational updates and feedback to leadership as required.

  • Perform additional duties as assigned.

Available Shifts (No rotation required):

  • Monday-Friday 8 am- 4:30 pm (Hybrid)

Basic Qualifications

  • Master's degree from an accredited graduate program in a behavioral health field such as Social Work, Psychology, Marriage and Family Therapy, or Counseling.

  • Current, valid, unrestricted independent counseling license issued by a State, the District of Columbia, a U.S. Commonwealth, or a U.S. Territory.

  • Minimum of three years of full-time, post-licensure counseling experience.

  • Minimum of 3 years of documented experience providing counseling supervision, oversight, and management.

  • Must have strong customer service skills and demonstrated knowledge of call center operations.

  • Ability to build strong customer relationships and deliver solutions

  • Ability to exhibit strong business and financial acumen

  • Ability to develop strategy, plan and prioritize work aligned to program/organization goals, and deliver solutions for the business

  • Ability to establish clear responsibilities, processes and accountability measures for your team

  • Ability to build effective teams and talented team members

  • Ability to assist employees in meeting both their career and organizational goals

  • Ability to motivate, drive engagement, vision, and gain trust through honesty, integrity, and authenticity from your team

  • Ability to consistently achieve results under tough circumstances and manage complex situations

  • Proficiency in Microsoft Office applications including Word, Outlook, and Excel, as well as web-based research and electronic documentation systems.

  • Strong leadership, analytical, and communication skills.

  • U.S. citizenship and fluency in English required.

  • Ability to successfully pass criminal history, fingerprint background checks, and credential verification required.

  • Ability to maintain and retain suitability investigation and clearance as required.

  • Proficient in navigating electronic systems, computer programs, and virtual service platforms.

Preferred Qualifications

  • Certified Employee Assistance Professional (CEAP) credential.

  • Call center experience.

  • Telehealth experience.

  • Employee assistance program (EAP) experience.

  • People leader management or supervisory experience.

militaryonesource

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

Original Posting:July 9, 2026

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:Pay Range $82,550.00 - $149,225.00

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

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About Leidos

Sourced by ZipRecruiter

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers' success. We empower our teams, contribute to our communities, and operate sustainable practices. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community.

Industry

It services

Company size

10,000+ Employees

Headquarters location

Reston, VA, US

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