Outbound Contact Center Manager jobs in Columbus, 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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Manager, Contact Center Services (NJUS)
  • NetJets
  • Columbus, OH FULL_TIME
  • Purpose of Position

    The Manager, Contact Center Services is responsible for leading a team of Supervisors, Engineers, and technicians to ensure high quality project implementation, administration, documentation, and maintenance of the Contact Center and Telephony Platforms at NetJets. The Manager, Contact Center Services, is responsible for end to end delivery of hardware/software lifecycle, maintenance, stability, and services support. This includes the overall health of the contact center and telephony services in the NetJets environment to include ISP/telecom services, vendor supplier professional services, and internal team project and support functions. Additionally, this role should drive continuous innovation and facilitate conversations with architects to design and implement best in class technology solutions. This role also oversees Executive Support for communication needs.This position must be active in partnering with architecture for researching and proposing industry best practices with respect to stability and security of our environment. This includes working with peers and leadership to drive decisions. They will also a key partner with the Cyber Security team to ensure the Contact Center Engineering team and End User Technology teams are following Cyber Security policies and direction as well as ensuring the Cyber Security team is aware of progress of work and identified risks. This includes implementing plans of action to mitigate discovered risks and use automation where appropriate. This management role is also responsible for preparing activity and progress reports regarding the activities of the platforms and processes they support. As a people manager, the Manager, Contact Center Services reviews and evaluates work and prepares performance reports, confers with, and advises team members on administrative policies and procedures, technical problems, priorities, methods, and plays a significant role in maturing information technology best practices.

    Tasks and Responsibilities
    • 60%: Project oversight and guidance to large-scale, complex solutions often involving multiple internal and external team members. Ensures end results are of the highest quality with a clearly articulated scope and quantifiable business benefit and ensure commitments are achieved within agreed on time, cost, and scope.Provide thought leadership and project coordination through assignments of work to appropriate team members based on skill and ability. Manage a team of technical resources. Optimize team with a blend of internal FTEs and external consultants to ensure projects are adequately staffed. Ensure knowledge transfer and training for the team. Responsible for ensuring the team delivers on projects with clear expectations for both business stakeholders and technical team members. Partner with various IT teams and the business to ensure that the Contact Center Engineering team is providing solutions that enable or enhance end user capabilities. This includes researching new technologies (hardware / software / SaaS), ensuring those technologies meet the needs, is supportable, and develop a implementation/lifecycle plan.

    • 30%: Establish measurable individual and team goals, with direct reports, that align with organizational and personal growth goals. Evaluation of work performance and provide constant feedback on performance based on job description and goals, both individual and team. This includes quarterly meetings for documented goal review and annual performance assessments.

    • 10%: Develops, manages and optimizes the project budget, forecasts and expenditures related to Contact Center Services. Provides related tactical and long-range financial planning and analysis and ensures team adheres to time and metric's tracking.
    Education
    Bachelor's in Information Technology
    Certifications and Licenses
    Years of Experience
    8-10 years of experience
    Core Competencies
    Adaptability
    Collaboration
    Curiosity
    Service-Oriented
    Strives For Positive Results
    Knowledge, Skills, Abilities and Other (KSAOs)
    • Minimum of 4-6 years proven experience managing a team of technical professionals
    • Minimum of 8-10 years experience in Contact Center / Telecom roles or related technologies
    • Technical knowledge of communication services to include: SIP, H.323, Trunking, ISP Services, Telecom Systems, Contact Center Channel Solutions, and Contact Center Integrations
    • Demonstrate ability for planning and executing large scale, highly complex initiatives utilizing a highly skilled team of contributors
    • Experience managing 3rd party contractors and SOW supplier engagements
    • Excel in collaboration, leadership, and building strong, effective teams
    • Strong verbal & written communication skills; able to relay technical concepts to a business audience.
    • Consistently looking to drive for results
    • Proven experience delegating and managing project tasks across organizational boundaries.
    • Strong project management experience with the ability to define clear expectations that meet tight deadlines and budgets.
    • Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned.
    • Results-oriented individual with strong problem-solving, influencing, consensus building and negotiating skills.
    • Excellent listening, questioning, and customer service skills.
    • Results-oriented individual with strong problem-solving, influencing, consensus building and negotiating skills.
    • Ability to maintain composure, tact and effectiveness under stressful conditions.
    • Ability to organize information, efficiently manage time, and balance multiple priorities.

     

  • 25 Days Ago

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Contact Center Representative
  • Golf Galaxy GolfWorks, Inc
  • Newark, OH PART_TIME,FULL_TIME
  • Primary Purpose: The Contact Center Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company pro...
  • 3 Days Ago

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Contact Center Team Lead
  • Honda North America
  • Marysville, OH FULL_TIME
  • American Honda Motor Co Description Contact Center Team Lead Location: Honda Heritage Center (HHC) Marysville, Ohio (remote)Level: EX 2 What Makes a Honda, is Who makes a Honda Honda has a clear visio...
  • 3 Days Ago

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Contact Center Service Agent
  • Telhio Credit Union
  • Columbus, OH FULL_TIME
  • Position: Contact Center Service Agent Location: Columbus, OH Job Id: 654 # of Openings: 1 Formed in 1934, Telhio Credit Union began as a credit union for Columbus Telephone Company (now AT&T) employe...
  • 5 Days Ago

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Contact Center Agent
  • SmartFinancial
  • Columbus, OH FULL_TIME
  • We are looking for call center agents who thrive in a results-driven sales environment while receiving recognition and comprehensive base and commission pay. You will be surrounded by a team comprised...
  • 5 Days Ago

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Contact Center Team Lead
  • SmartFinancial
  • Columbus, OH FULL_TIME
  • SmartFinancial is a leading insurance marketplace serving the needs of customers across all 50 states. We are a growing technology company on a mission to simplify the insurance-buying experience with...
  • 5 Days Ago

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

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Mobile Associate, Store-in-Store
  • T-Mobile
  • Columbus, 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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Retail Loss Prevention Customer Service Associate
  • The TJX Companies, Inc.
  • Columbus, OH
  • Style is never in short supply at our more than 500 HomeGoods stores and we are constantly on a mission to provide the l...
  • 3/28/2024 12:00:00 AM

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Customer Relationship Event Specialist
  • USA Today Network
  • Columbus, OH
  • **Customer Relationship Event Specialist** Columbus, OH, USA Req #21757 Tuesday, March 1, 2022 Gannett Co., Inc. (NYSE: ...
  • 3/28/2024 12:00:00 AM

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Customer Care Representative - Bilingual - Starting at $15.50
  • Value City Furniture
  • Columbus, OH
  • ** Customer Care Representative - Bilingual - Starting at $15.50** *Share by Email* Location: CORPORATE OFFICE At Americ...
  • 3/28/2024 12:00:00 AM

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Customer Experience Manager
  • Michaels Stores
  • Columbus, OH
  • Customer Experience Manager page is loaded **Customer Experience Manager** **Customer Experience Manager** locationsLewi...
  • 3/28/2024 12:00:00 AM

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Customer Experience Specialist
  • Keeps Hair Loss Minoxidil Foam Treatment
  • Columbus, OH
  • **Customer Experience Specialist** at Thirty Madison Columbus, OH ****About Thirty Madison**** Thirty Madison is buildin...
  • 3/28/2024 12:00:00 AM

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Patient Service Representative - Riverside Medical Group
  • Central Ohio Primary Care
  • Columbus, OH
  • Central Ohio Primary Care Physicians is seeking a Patient Service Representative for our Riverside Medical Group office ...
  • 3/27/2024 12:00:00 AM

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Customer Service Representative II (Call Center)
  • Impact Community Action
  • Columbus, OH
  • **Customer Service Representative II** Emergency Assistance Columbus, Ohio Minimum Experience **Entry-level** Title: Cus...
  • 3/24/2024 12:00:00 AM

The confluence of the Scioto and Olentangy rivers occurs just north-west of Downtown Columbus. Several smaller tributaries course through the Columbus metropolitan area, including Alum Creek, Big Walnut Creek, and Darby Creek. Columbus is considered to have relatively flat topography thanks to a large glacier that covered most of Ohio during the Wisconsin Ice Age. However, there are sizable differences in elevation through the area, with the high point of Franklin County being 1,132 ft (345 m) above sea level near New Albany, and the low point being 670 ft (200 m) where the Scioto River leaves...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Outbound Contact Center Manager jobs
$115,284 to $155,233
Columbus, Ohio area prices
were up 1.3% from a year ago

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