Outbound Contact Center Manager manages outbound call center operations and agents that sell products or services to new and existing customers. Develops standards and monitors metrics and targets for call volume, sales, and timeliness. Being an Outbound Contact Center Manager implements sales and product training to ensure staff is updated on product and service offerings and upsell techniques. Sets and communicates operational policies and procedures. Additionally, Outbound Contact Center Manager may require a bachelor's degree. Typically reports to a director. The Outbound 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 Outbound 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)
Looking for a career change? Do you want to be a part of an engaging and healthy workplace culture based upon shared Core Values and professional development? Do you want to work for a rapidly growing industry leader? If so, join our team at WebstaurantStore located in the Good Life City of Albany, GA!
At our Albany, GA facility, we pride ourselves on maintaining a positive, fun and productive workplace culture based upon our Core Values: Embracing an Entrepreneurial Spirit, Possessing a Passion for Excellence and Doing the Right Thing. We highly value our employees and to show appreciation, we also offer several events and opportunities for our team members each year including but not limited to monthly appreciation lunches, employee recognition awards, team-building activities and more! We also focus heavily on the development of our team members at every level through various avenues such as training classes, developmental workshops, internal growth opportunities and specialized leadership training programs.
POSITION SUMMARY
The Senior Operations Manager is responsible for overseeing the picking, packing, and shipping operations for the warehouse. This position maintains extensive knowledge of the various outbound procedures and operations protocols while developing and implementing improvements that increase efficiencies. The Outbound Operations Manager is responsible for ensuring that all new employees receive proper training in relevant areas and maintaining a high level of proficiency among current employees. This position has five direct reports and 350 indirect reports.
ESSENTIAL DUTIES & RESPONSIBILITIES
Monitor daily, weekly, and monthly metrics for all Outbound departments; identify and resolve operating issues as needed, including oversight of correction actions and progressive discipline process
Outbound:
Actively engage in “MBWA” or managing by walking around and serve as a role model of Company culture
Maintain adequate staffing levels for various Outbound departments to ensure operating metrics are met consistently; may include the coordination of shift change bids and related programs
Interact with employees regularly to promote a high level of engagement and ensure all safety regulations / rules are followed
Lead weekly and monthly manager meetings to share information including metrics review, areas of improvement, employee relations issues, and updates on quarterly initiatives and related projects
Identify and delegate quarterly initiatives to team members; promote and monitor progress to ensure quarterly goals are met
Maintain a high level of operating knowledge and positive employee relations by working at minimum one day each month with each department and/or shift
Serve as a back-up when a department line manager is absent; assume all duties of the General Manager in partnership with the Inbound Operations Manager when the General Manager is absent
EDUCATION and/or EXPERIENCE
KNOWLEDGE, SKILLS, & ABILITIES
PHYSICAL DEMANDS
WORK ENVIRONMENT
While performing the duties of this job, the employee is regularly exposed to moving mechanical parts and vehicles. Occasional activities may involve exposure to marked changes in temperature and humidity, and exposure to dust, fumes and gases. The noise level in the work environment is usually moderate. The passage of employees through the work area is average and normal.
TRAVEL REQUIREMENTS
May require occasional travel to other facilities within the region.
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0 Outbound Contact Center Manager jobs found in Albany, GA area