New 
911 Fire and Rescue Call Center - Project Manager
 Quadrant, Inc. | |
 United States, Maryland, Rockville | |
 Mar 24, 2026 | |
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911 Fire and Rescue Call Center Project Manager Rockville, MD Pay From: $110,000 per year MUST: Experienced Call Center Project Manager 10+ years progressive customer service experience with a minimum of five (5) years' experience as a manager in a call center, preferably in the medical industry. Experience managing a customer contact operations function focused on inbound call processing. Experience developing staffing strategies and implementing staffing plans. Knowledge of SPOK and Avaya platform preferred. Strong analytical and organizational skills with excellent attention to detail. Excellent communication and interpersonal skills with the ability to influence others from diverse backgrounds and orientations. HDI certificates are highly desired The successful applicant must have the ability to obtain and maintain Public Trust background clearance. Bachelor's degree preferred but High school diploma or equivalent is acceptable. DUTIES: Looking to hire a motivated customer service-oriented Medical Call Center Project Manager to work at our government client's site in Rockville MD The position is responsible for providing support to clients. Call Center is a 24/7 365 Call Center. Requires extensive experience, analytical skills, and a passion for identifying and addressing customer service opportunities. Project Manager will oversee call flows, overflow strategies, and other processes to improve customer interactions, productivity, staffing, and training. Oversee day-to-day call center operations ensuring KPIs and SLAs are consistently met. Develop and implement call center processes to enhance the customer experience. Plan and oversee call center workflows Supervise, train, and support staff, including team leads and representatives. Identify staffing needs, recruit, hire, and onboard CSRs. Build a healthy, supportive team culture that strengthens engagement and drives improvements in Employee Net Promoter Score (eNPS) results. Lead and mentor supervisors, team leads, and support staff. Analyze performance data and implement strategies for improvement. Conducts comprehensive training for customer service representatives , including temporary and permanent staff. Creates and manages break and lunch schedules to maintain optimal service levels, with a goal of answering 90% of inbound calls. Resolve and deescalate customer concerns that go beyond CSR capabilities. Contact review of processes in place for customer escalations. Escalate concerns with stakeholders so customer concerns are resolved and thrive for first call resolution. Ensure SLA compliance Quadrant is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability. "Healthcare benefits are offered to all eligible employees according to compliance mandated by the Affordable Care Act". | |