Inbound Contact Center Manager jobs in Burlington, VT

Inbound Contact Center Manager manages inbound contact center agents and operations focusing on selling products or services. Develops standards and monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Manager implements sales and product training to ensure staff is updated on product and service offerings and standard customer response procedures. Sets and communicates operational policies and procedures. Additionally, Inbound Contact Center Manager may require a bachelor's degree. Typically reports to a director. The Inbound Contact Center Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be an Inbound Contact Center Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

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Contact Center Supervisor
  • New England Federal Credit Union
  • South Burlington, VT FULL_TIME
  • Position: Contact Center Supervisor

    Hours: Normal schedule between: Monday-Friday, 8:00am – 6:00pm, and every other Saturday, 9:00am-1:00pm, w/alternate day off

    Location: 88 Technology Park Way in South Burlington, VT

    Position description:

    The Contact Center Supervisor provides supervisory and operational support to Contact Center employees. Coordinates work scheduling and workflow in the department. Ensures that all employees maintain high levels of member service and receive coaching and training regularly. Monitors call volumes and service levels for optimal performance and ensures that Member Relationship Development objectives are met. Evaluates and makes decisions based on employee performance and hiring. Acts as liaison between impacted members, agents, and other departments when applicable. Has specialized knowledge of NEFCU business processes (policy/procedure), product/services, regulatory requirements, and credit union-wide knowledge, with a focus on digital knowledge and troubleshooting.


    Specific duties include:

    • Coach, counsel, develop, and support Contact Center member service representatives to provide quality interactions and service to all members; Provide weekly coaching to each employee by providing feedback to ensure quality conversations; answer employee questions as needed.
    • Encourage staff to actively participate in continuing education and learning opportunities and ensure all new employees are thoroughly trained in all phases of the job
    • Foster a team atmosphere and set the example by providing leadership for change and supporting strategic initiatives of the department and NEFCU. Promote and support employee and team morale.
    • Ensure consistent day-to-day operations of Contact Center to meet member/management expectations. Consistently monitor and adjust staff schedule to meet service level goals as well as quality goals.
    • Supervise workflow and weekly/daily scheduling and coverage of all Contact Center employees including Saturdays, training scheduling, manage breaks and lunchtime to ensure coverage and make sure within time allotment to meet service and quality level department goals.
    • Provide oversight and direction to staff; Communicate expectations, manage performance, and coordinate performance reviews.
    • Provide information updates for Contact Center staff (software, system issues, workflow, products, services, policy and procedure changes). Communicate the resolution of system issues as identified by members and staff.
    • Act as liaison between impacted members, agents, and other departments to maintain communication and collaboration.
    • Review Service Level reports and take action as needed regarding number of calls, abandon rate, wait times, outages for online services; reviews handle time, follow-up, and after call work (ACW).
    • Meet weekly with Associate VP, Contact Center to discuss team and game plans. Meet Weekly with AVP, Contact Center and peer to discuss developing coaching skills and department functionality.
    • Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

    Qualifications:

    • A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
    • Three years to five years of similar or related experience, including preparatory experience. Familiarity with bank or credit union products and services.
    • Supervisory or coaching experience preferred, preferably in a call center environment.
    • A significant level of trust, credibility and diplomacy is required.
    • Communication; People Management; Engagement/Connecting with Others.

    EOE

  • 21 Days Ago

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Contact Center Member Service Associate
  • New England Federal Credit Union
  • Montpelier, VT FULL_TIME
  • New England Federal Credit Union is recruiting for Member Service Associates to join our Contact Center in South Burlington OR Montpelier! These team members will provide efficient, accurate, and poli...
  • 1 Month Ago

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Center Human Resource Manager
  • Bel-Aire Center
  • Newport, VT FULL_TIME
  • Genesis is one of the nations' leading provider of healthcare services from short-term to long-term care and a wide variety of living options and professional clinical services. We are changing how ca...
  • 23 Days Ago

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Nurse Manager – Women & Children’s Center
  • CVPH Medical Center
  • Plattsburgh, NY FULL_TIME
  • Overview Min Rate = 98,176.00 / Max Rate = $147,243.00 This position is responsible for the oversight of Women and Children’s Services in conjunction with the Director of Specialty Care Services. This...
  • Just Posted

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Retail Center Manager
  • The UPS Store
  • Rutland, VT FULL_TIME
  • The UPS Store invites you to embark on an exciting journey with us as we reimagine our retail center under new ownership!At The UPS Store, we're not just shipping and packaging experts – we're a commu...
  • 4 Days Ago

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Center Human Resource Manager
  • Bel-Aire Quality Care - Newport, VT
  • Newport, VT FULL_TIME
  • Genesis is one of the nations' leading provider of healthcare services from short-term to long-term care and a wide variety of living options and professional clinical services. We are changing how ca...
  • 10 Days Ago

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0 Inbound Contact Center Manager jobs found in Burlington, VT area

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Food Service Associate
  • Global Partners
  • Warren, VT
  • Job Description: With nearly 1,500 locations, primarily in the Northeast, Global is one of the largest independent owner...
  • 3/29/2024 12:00:00 AM

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Sales Support Lead
  • Lumber Liquidators
  • Williston, VT
  • $19/hr + Monthly Bonus + GENEROUS BENEFITS!! *401k Company Match, $0 Medical Cost Option, Up to 5 Weeks PTO + More! Appl...
  • 3/29/2024 12:00:00 AM

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Sr. Director Growth, Cloud Professional Services (REMOTE)
  • Acxiom LLC
  • Montpelier, VT
  • Acxiom is currently seeking sales professionals to join our expanding cloud services organization. In this role, you wil...
  • 3/29/2024 12:00:00 AM

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Growth Director, WEST, Cloud Professional Services
  • Acxiom LLC
  • Montpelier, VT
  • Join our growing Cloud Services Organization. At Acxiom, our people are the single most important driver of success. Our...
  • 3/29/2024 12:00:00 AM

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Customer Service Specialist
  • Adapt Health LLC
  • South Burlington, VT
  • AdaptHealth Opportunity - Apply Today! At AdaptHealth we offer full-service home medical equipment products and services...
  • 3/28/2024 12:00:00 AM

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Customer Support Representative
  • Culligan 291VT
  • Colchester, VT
  • Job Description Job Description Benefits/Perks Medical insurance Vision insurance 401K retirement with company match Vac...
  • 3/26/2024 12:00:00 AM

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Station Service Representative, Part Time - Downtown Burlington Transit Center
  • Green Mountain Transit
  • Burlington, VT
  • Description and Essential Functions Responsible for supporting the Transit Center from a customer service perspective. P...
  • 3/25/2024 12:00:00 AM

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Guest Service Associate/Cashier - Jiffy Mart
  • Global Partners LP
  • Warren, VT
  • Job Description: About Global Partners With nearly 1,600 locations, primarily in the Northeast, Global is one of the lar...
  • 3/25/2024 12:00:00 AM

Burlington is the most populous city in the U.S. state of Vermont and the seat of Chittenden County. It is located 45 miles (72 km) south of the Canada–United States border and 94 miles (151 km) south of Montreal. The city's population was 42,452 according to a 2015 U.S. census estimate. It is the least populous municipality in the United States to be the most populous incorporated area in a state. A regional college town, Burlington is home to the University of Vermont (UVM) and Champlain College, a small private college. Vermont's largest hospital, the UVM Medical Center, is located within t...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Inbound Contact Center Manager jobs
$85,537 to $122,805
Burlington, Vermont area prices
were up 1.6% from a year ago

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