Call Center General Manager jobs in United States
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Sparks Group · 3 weeks ago

Call Center General Manager

positionGreenbelt, MD
timeFull-time
remoteOnsite
senioritySenior Level
date5+ years exp

Sparks Group has partnered with a public services organization that recently secured a major contract to support disability services within public programs. They are seeking a Customer Care Manager with extensive knowledge of disability services and ADA compliance to oversee daily operations and ensure exceptional customer satisfaction.

ConsultingHuman ResourcesStaffing Agency
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Culture & Values
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H1B Sponsor Likelynote
Hiring Manager
Anna Shin, CSP
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Responsibilities

Manage daily operations of a 24/7 contact center, ensuring efficiency, compliance, and high-quality service delivery, with a focus on supporting disability services
Lead and support staff through hiring, training, coaching, and performance management, ensuring team readiness to serve individuals with disabilities
Oversee scheduling operations, including managing fixed schedules, ASAP and future-dated reservations, and ensuring adequate coverage for disability-related service requests
Coordinate real-time dispatching of services, prioritizing timely and appropriate responses to both scheduled and urgent disability service needs
Monitor key performance indicators (e.g., call volume, response times, customer satisfaction) and adjust staffing and workflows to meet service goals and accessibility standards
Ensure full compliance with internal policies, ADA regulations, and other relevant disability service standards
Maintain accurate reporting and assist with budgeting, payroll, and reconciliation processes
Handle escalated customer and client issues, particularly those involving disability accommodations, ensuring timely and respectful resolution
Conduct quality assurance reviews and implement continuous improvement initiatives to enhance service delivery for individuals with disabilities
Oversee vendor relationships, including contract management and ensuring vendors meet accessibility and service expectations
Respond to emergencies and critical incidents, coordinating with internal teams and external partners to support individuals with disabilities effectively

Qualification

Disability servicesADA complianceContact center managementScheduling softwareCommunication

Required

Minimum of 5 years of experience in a contact center environment
Proven track record of successfully managing a contact center
Technical proficiency with scheduling software such as Trapeze, TransLoc, Via Mobility Solutions, or TripSpark
Strong proven experience with disability services and ADA compliance
Ability to support a 24/7 operation, including during operational issues or emergencies
Flexible availability to work varying shifts, including weekends

Preferred

Bachelor's degree preferred

Company

Sparks Group

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We connect leading companies and nonprofits with exceptional IT, finance, creative and administrative talent - nationwide.
dateFounded in 1970
location
Rockville, Maryland, USA
people-size51-200 employees
web-link
http://sparksgroupinc.com

H1B Sponsorship

Sparks Group has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)

Funding

Current Stage
Growth Stage

Leadership Team

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Stephen Sparks
Chief Executive Officer
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Company data provided by crunchbase