Outbound Contact Center Manager jobs in Cincinnati, OH

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)

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Sys Manager HR PR Contact Center
  • CommonSpirit Health
  • ERLANGER, KY FULL_TIME
  • Overview

    CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.

     

    Responsible for employee experience, quality management, recruiting, and performance of the CommonSpirit Health’s HR/Payroll Contact Center team. Accountable for the hands-on management of day-to-day contact center operations of a fully remote staff, including performance metrics such as call quality/efficiency, low abandonment rate, first call resolution, staffing utilization, and document fulfillment. Must demonstrate a commitment to excellence through management of customer service and staff development programs., Works with HR Operations and Support Services leadership to develop strategies for continuous process improvement and achieving budget objectives.


    Responsibilities

    ⦁ Overall management of the HR/Payroll Contact Center staff including Supervisors, Representatives, and Processors. Ensures a high level of employee satisfaction and engagement in a remote environment.

     

    ⦁ Develop & implement contact center policies, procedures and KPIs and ensure adherence. Ensures work is completed in the most cost effective manner and with the right resources.

     

    ⦁ Analyzing complex HR issues, defines solutions, and integrates best practices throughout the team.

     

    ⦁ Coordinate fluidly with division partners in HR Centers of Excellence to ensure business continuity and remove redundancy in business functions

     

    ⦁ Responsible for performance management, hiring, employee retention, and growth. Provides mentoring and guidance to drive process improvements and close performance gaps.

     

    ⦁ Identifies trends in inbound volumes and ensures schedules are properly aligned. Analyzes, identifies root causes, and develops action plans to maximize employee satisfaction.

     

    ⦁ Ensures that the systems and technology infrastructure are sufficient to meet the need and are leveraged to optimize efficiency and effectiveness by partnering with IT network and development teams.


    The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.


    Qualifications

    BA/BS or equivalent work experience.

     

    ⦁ Professional training and/or certification such ICMI, Six Sigma / Lean Six Sigma, PMP and/or other industry recognized certifications are considered a plus, but not required.

     

    ⦁ Minimum of 7-10 years managerial experience, with at least 5 years in contact center supervisory and or management role.

     

    ⦁ Strong knowledge of technology solutions including customer service communication channels such as phone (inbound and outbound), online (web services), fax/scan, and paper.

     

    ⦁ Proven track record in operations supervisory or management role, including the ability to improve processes, and workflows.

     

    ⦁ Constant drive to improve operational performance and results with a data driven/analytical orientation.

     

    ⦁ Must thrive in fast-paced environment contributing to positive culture.

     

    ⦁ Highly engaged and customer focused with strong demonstration of customer service techniques and excellent interpersonal skills.

     

    ⦁ Experience in Human Resource environment preferred; knowledge in two or more of the following areas preferred: benefits, payroll, recruitment, employee relations, leave administration, etc.

     

  • 13 Days Ago

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Contact Center Representative
  • Kemba Credit Union
  • West Chester, OH FULL_TIME
  • ABOUT US Kemba Credit Union is a not-for-profit organization based out of West Chester, OH. Voted top places to work for five consecutive years from 2019 to 2023! We believe that hiring the best peopl...
  • 1 Day Ago

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Contact Center Representative
  • Kemba Cincinnati Credit Union
  • West Chester, OH FULL_TIME
  • ABOUT US Kemba Credit Union is a not-for-profit organization based out of West Chester, OH. Voted top places to work for five consecutive years from 2019 to 2023! We believe that hiring the best peopl...
  • 1 Day Ago

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Contact Center Representative I
  • Cinfed Credit Union
  • Cincinnati, OH FULL_TIME
  • At Cinfed Credit Union, we pride ourselves on being a member-first organization. As an employee, you’re a member too! Our passion, which drives everything we do, is helping our community and those who...
  • 2 Days Ago

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2024 Contact Center Intern
  • Internship Positions at Global Atlantic Financial Group
  • Batesville, IN INTERN
  • POSITION OVERVIEW Global Atlantic Financial Group has an exciting opportunity for an Operations Intern to participate in our robust 10-week summer internship program. Through this experience, the inte...
  • 1 Month Ago

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Contact Center - Customer Support Specialist
  • TCS Tech
  • Newport, KY FULL_TIME
  • Salary - $15 per hour (Upto $35,000 Annually) Job Location - Cincinnati, OH Responsibilities Receives and answers phone calls from a variety of customers who are calling for service regarding their ac...
  • 1 Day Ago

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0 Outbound Contact Center Manager jobs found in Cincinnati, OH area

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Mobile Associate, Store-in-Store - Retail Sales
  • T-Mobile
  • Cincinnati, OH
  • Be unstoppable with us! T-Mobile is synonymous with innovation-and you could be part of the team that disrupted an entir...
  • 3/28/2024 12:00:00 AM

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Healthcare Client Leader
  • BHDP Architecture
  • Cincinnati, OH
  • Position Title: Client Leader Position Reports to: Market Leader Position Purpose: The primary responsibility of this po...
  • 3/28/2024 12:00:00 AM

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Summer Student Customer Care Representative
  • Amica Insurance
  • Cincinnati, OH
  • Summer Student Customer Care Rep Cincinnati Regional 9277 Centre Pointe Dr, West Chester Township, OH 45069 Our Cincinna...
  • 3/28/2024 12:00:00 AM

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Member Service Representative
  • Trupartner Credit Union
  • Cincinnati, OH
  • * Cincinnati, OH, USA * 17.00 * Full Time *PTO, VTO (volunteer time off), student loan assistance, loan discounts, 9 pai...
  • 3/27/2024 12:00:00 AM

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Customer Service Representative
  • Fechheimer Brothers Company
  • Cincinnati, OH
  • ** Customer Service Representative** **Job Category****:** Customer Service **Requisition Number****:** CUSTO01088 Showi...
  • 3/27/2024 12:00:00 AM

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Contact Center Representative
  • Kemba Cincinnati Credit Union
  • West Chester, OH
  • Job Description Job Description ABOUT US Kemba Credit Union is a not-for-profit organization based out of West Chester, ...
  • 3/26/2024 12:00:00 AM

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Sales and Customer Support Specialist
  • Tire Discounters Inc
  • Cincinnati, OH
  • ** Sales and Customer Support Specialist** **Job Category****:** Sales Associate **Requisition Number****:** SALES008237...
  • 3/24/2024 12:00:00 AM

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Customer Relations Advisor
  • School Outfitters
  • Cincinnati, OH
  • **Position:** Customer Relations Advisor **Location:** Cincinnati, OH **Job Id:** 337 **# of Openings:** 4 A regular Cin...
  • 3/24/2024 12:00:00 AM

Cincinnati (/ˌsɪnsɪˈnæti/ SIN-sih-NAT-ee) is a major city in the U.S. state of Ohio, and is the government seat of Hamilton County. Settled in 1788, the city is located at the northern side of the confluence of the Licking and Ohio rivers, the latter of which marks the state line with Kentucky. The city drives the Cincinnati–Middletown–Wilmington combined statistical area, which had a population of 2,172,191 in the 2010 census making it Ohio's largest metropolitan area. With a population of 296,943, Cincinnati is the third-largest city in Ohio and 65th in the United States. Its metropolitan ar...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Outbound Contact Center Manager jobs
$114,818 to $154,605
Cincinnati, Ohio area prices
were up 1.1% from a year ago

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