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)
POSITION OVERVIEW:
The Preneed Contact Center Manager role is responsible for developing, overseeing, and driving a superior operational support model for Global Atlantic Individual Markets financial professionals. The manager will focus on developing a team of client care advocates responsible for delivering an exceptional service for our clients. They will ensure proper resource allocation and workflow of all day-to-day activities. Additionally, the manager is responsible for leveraging data to track trends and manage team members.
The day-to-day responsibilities for the Preneed Contact Center Manager:
QUALIFICATIONS:
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