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)
Essential Duties and Responsibilities:
- Primary responsibility for daily management functions including developing and implementing strategic plans and objectives for the project.
- Responsible for management and oversight of project business units and resources, ensures compliance with all Service Level Agreements (SLAs) and key performance indicators (KPIs).
- Ensure compliance with all internal and external requirements, program business rules, as well as state and federal regulations.
- Oversee the quality and timeliness of contractually required reports and deliverables.
- Participate with project and executive management to establish strategic plans, objectives, initiatives, and work plans.
- Work with project and executive leadership to develop performance goals and objectives for the project and staff, and monitor the achievement of those goals.
- Analyze daily, weekly, and monthly reports for performance measurement and efficiencies.
- Identify potential problem areas, recommend solutions, and work closely and cooperatively with the client to resolve issues quickly and fairly.
- Provide direction to team members and resolve problems in a timely and professional manner.
- Facilitate communication on project status, to include applicable corrective and preventive actions to leadership.
- Ensure project budget and related financial schedules meet corporate requirements.
- Assist in creation and implementation of innovative methodologies, process improvements, and corrective action plans to continually streamline and improve project operations, outcomes, and quality.
- Develop, modify, and execute project policies, ensuring all project team members are in compliance. - Assist with issues and risk management, and participate in mitigation and contingency actions to address the risks.
- Create and sustain an environment that motivates high performance, recognize and reward excellence of individuals and teams.
- Perform other duties as assigned by leadership.
Minimum Requirements:
- Bachelor's degree with 5 years of project management experience.
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