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)
Service Delivery Specialist's (SDS’s) primary duties are to focus on the efficient and accurate completion of work required to ensure customer service once the sale has been made. Provide support to sales staff, engineering, and field services. Interact with ACS customers to determine and recommend devices and services that meet the customer's needs.
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Examples of Job Duties
Prepare Orders for Field/CO Presentation.
Clear and close troubles and orders through all associated applications including billing.
Email inquiries for order or trouble scope and follow through to completion.
Provision service orders to switch customers between exchange carriers for Local & Wireless Number Portability.
Process service orders using computer-based billing and facility record systems.
Perform record maintenance and research duties associated with “911” records and address research functions.
Service Delay Order creation for service relief through multiple departments.
Examine workflow systems for order completeness and accuracy of weekly and monthly reporting.
Perform record research provides guidance and support to internal and external customers.
Provide helpdesk assistance to internal customers.
Create reports and complete audits as required.
Provide training and mentoring of new individuals to the team.
Other duties as assigned.
Minimum Qualifications Required
Must have a high school diploma. A minimum of two years of customer service experience including order preparation and processing. Analytical skills are shown in processing information and entering data into a computer-based records system with at least one year of experience using computers and computer software applications.
Certifications and Licenses Required
Some levels may require you to possess and maintain an Alaska Drivers License.
Additional Job Requirements
External applicants must successfully pass a pre-employment suitability assessment and drug test.
Must successfully complete a pre-employment Data Entry test with 5500 keystrokes per hour with 10% or less error rate or type 33 words per minute.
Clear All
0 Outbound Contact Center Manager jobs found in Anchorage, AK area