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Open nowFirst seen 20 hours ago

Call Center Manager

Education Affiliates63 open roles

Where
Baltimore, MD, USA
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Your applicationOpen nowCall Center ManagerEducation Affiliates · Baltimore, MD, USA

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Education Affiliates's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 20 hours ago

The posting

Position Summary:

Oversees Call Center responsibilities in the areas of payroll, scheduling, recruiting, training, meetings, and reporting, as well as day to day and monthly activities

Essential Duties and Responsibilities:

  • Responsible for a team of 6-12 Call Center Agents
  • Oversee daily call center operations to ensure efficiency and high-quality customer service.
  • Monitor employee performance, productivity, and attendance.
  • Coach, mentor, and develop Senior Reps and customer service representatives.
  • Establish performance goals and ensure key metrics are achieved, such as service level, call quality, conversion rates, and student satisfaction.
  • Handle escalated campus concerns and resolve complex issues professionally.
  • Analyze reports and call center data to identify trends, opportunities, and areas for improvement.
  • Develop and implement processes to improve workflow, customer experience, and operational efficiency.
  • Conduct regular team meetings, one-on-one coaching sessions, and performance reviews.
  • Assist with recruiting, hiring, onboarding, and training new employees.
  • Ensure compliance with company policies, procedures, and industry regulations.
  • Collaborate with other departments to support organizational goals and improve communication.
  • Manage scheduling and staffing to maintain appropriate coverage levels.
  • Create and maintain a positive, motivated, and high-performing work environment.
  • Monitor quality assurance standards and implement corrective action plans when needed.
  • Support employee engagement, retention, and career development initiatives.
  • Prepare operational reports and present updates to senior leadership.
  • Drive continuous improvement initiatives through feedback, technology, and process optimization.
  • Other duties as assigned
  • Regular and reliable attendance

Skills/Competencies/Qualifications:

  • 3+ years Call Center experience
  • 3+ years management experience
  • High School Diploma or GED
  • Ability to analyze and interpret data
  • Ability to meet deadlines amid continually changing priorities

Classification: Exempt

Travel: None

Work Hours: Forty per week, but may vary daily, and some evening and weekend hours may be required

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One press. We do the rest.

  1. A CV for this posting

    Written against Education Affiliates's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Education Affiliates's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Education Affiliates's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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Why it works

3×

more interviews than doing it yourself with ChatGPT.

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  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

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The numbers game

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We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

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