Outbound Contact Center Manager jobs in Essex, VT

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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Contact Center Supervisor
  • New England Federal Credit Union
  • South Burlington, VT FULL_TIME
  • Position: Contact Center Supervisor

    Hours: Normal schedule between: Monday-Friday, 8:00am – 6:00pm, and every other Saturday, 9:00am-1:00pm, w/alternate day off

    Location: 88 Technology Park Way in South Burlington, VT

    Position description:

    The Contact Center Supervisor provides supervisory and operational support to Contact Center employees. Coordinates work scheduling and workflow in the department. Ensures that all employees maintain high levels of member service and receive coaching and training regularly. Monitors call volumes and service levels for optimal performance and ensures that Member Relationship Development objectives are met. Evaluates and makes decisions based on employee performance and hiring. Acts as liaison between impacted members, agents, and other departments when applicable. Has specialized knowledge of NEFCU business processes (policy/procedure), product/services, regulatory requirements, and credit union-wide knowledge, with a focus on digital knowledge and troubleshooting.


    Specific duties include:

    • Coach, counsel, develop, and support Contact Center member service representatives to provide quality interactions and service to all members; Provide weekly coaching to each employee by providing feedback to ensure quality conversations; answer employee questions as needed.
    • Encourage staff to actively participate in continuing education and learning opportunities and ensure all new employees are thoroughly trained in all phases of the job
    • Foster a team atmosphere and set the example by providing leadership for change and supporting strategic initiatives of the department and NEFCU. Promote and support employee and team morale.
    • Ensure consistent day-to-day operations of Contact Center to meet member/management expectations. Consistently monitor and adjust staff schedule to meet service level goals as well as quality goals.
    • Supervise workflow and weekly/daily scheduling and coverage of all Contact Center employees including Saturdays, training scheduling, manage breaks and lunchtime to ensure coverage and make sure within time allotment to meet service and quality level department goals.
    • Provide oversight and direction to staff; Communicate expectations, manage performance, and coordinate performance reviews.
    • Provide information updates for Contact Center staff (software, system issues, workflow, products, services, policy and procedure changes). Communicate the resolution of system issues as identified by members and staff.
    • Act as liaison between impacted members, agents, and other departments to maintain communication and collaboration.
    • Review Service Level reports and take action as needed regarding number of calls, abandon rate, wait times, outages for online services; reviews handle time, follow-up, and after call work (ACW).
    • Meet weekly with Associate VP, Contact Center to discuss team and game plans. Meet Weekly with AVP, Contact Center and peer to discuss developing coaching skills and department functionality.
    • Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

    Qualifications:

    • A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
    • Three years to five years of similar or related experience, including preparatory experience. Familiarity with bank or credit union products and services.
    • Supervisory or coaching experience preferred, preferably in a call center environment.
    • A significant level of trust, credibility and diplomacy is required.
    • Communication; People Management; Engagement/Connecting with Others.

    EOE

  • 21 Days Ago

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Contact Center Member Service Associate
  • New England Federal Credit Union
  • Montpelier, VT FULL_TIME
  • New England Federal Credit Union is recruiting for Member Service Associates to join our Contact Center in South Burlington OR Montpelier! These team members will provide efficient, accurate, and poli...
  • 1 Month Ago

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Center Human Resource Manager
  • Bel-Aire Center
  • Newport, VT FULL_TIME
  • Genesis is one of the nations' leading provider of healthcare services from short-term to long-term care and a wide variety of living options and professional clinical services. We are changing how ca...
  • 23 Days Ago

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Nurse Manager – Women & Children’s Center
  • CVPH Medical Center
  • Plattsburgh, NY FULL_TIME
  • Overview Min Rate = 98,176.00 / Max Rate = $147,243.00 This position is responsible for the oversight of Women and Children’s Services in conjunction with the Director of Specialty Care Services. This...
  • Just Posted

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Dockworker Outbound
  • A Duie Pyle
  • Williston, VT PART_TIME
  • A Duie Pyle is seeking a Part-Time Outbound Dock Worker to work in our Williston, VT terminal. Our freight handlers are responsible for safely transporting freight on and off trailers, and verifying r...
  • 12 Days Ago

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Retail Center Manager
  • The UPS Store
  • Rutland, VT FULL_TIME
  • The UPS Store invites you to embark on an exciting journey with us as we reimagine our retail center under new ownership!At The UPS Store, we're not just shipping and packaging experts – we're a commu...
  • 4 Days Ago

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0 Outbound Contact Center Manager jobs found in Essex, VT area

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Customer Support Tech
  • Union Mutual of Vermont Companies
  • Montpelier, VT
  • Job Description Job Description Union Mutual Insurance Company is currently recruiting for the right candidate to join o...
  • 3/28/2024 12:00:00 AM

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Customer Service Specialist
  • Adapt Health LLC
  • South Burlington, VT
  • AdaptHealth Opportunity - Apply Today! At AdaptHealth we offer full-service home medical equipment products and services...
  • 3/28/2024 12:00:00 AM

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Manager Customer Success- Digital Marketing Solutions- Team Lead (Remote)
  • Broadridge Financial Solutions
  • Montpelier, VT
  • At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If youre passionate...
  • 3/27/2024 12:00:00 AM

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Customer Support Representative
  • Culligan 291VT
  • Colchester, VT
  • Job Description Job Description Benefits/Perks Medical insurance Vision insurance 401K retirement with company match Vac...
  • 3/26/2024 12:00:00 AM

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Senior Transaction Manager - Healthcare
  • CBRE
  • Montpelier, VT
  • Senior Transaction Manager - Healthcare Job ID 154354 Posted 16-Feb-2024 Service line Advisory Segment Role type Full-ti...
  • 3/26/2024 12:00:00 AM

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Station Service Representative, Part Time - Downtown Burlington Transit Center
  • Green Mountain Transit
  • Burlington, VT
  • Description and Essential Functions Responsible for supporting the Transit Center from a customer service perspective. P...
  • 3/25/2024 12:00:00 AM

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Sales Support Lead
  • Lumber Liquidators
  • Williston, VT
  • $19/hr + Monthly Bonus + GENEROUS BENEFITS!! *401k Company Match, $0 Medical Cost Option, Up to 5 Weeks PTO + More! Appl...
  • 3/24/2024 12:00:00 AM

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Sr. Director Growth, Cloud Professional Services (REMOTE)
  • Acxiom LLC
  • Montpelier, VT
  • Acxiom is currently seeking sales professionals to join our expanding cloud services organization. In this role, you wil...
  • 3/24/2024 12:00:00 AM

Essex is the most populous town in the U.S. state of Vermont and the second most populous incorporated area in Chittenden County, Vermont and the entire state of Vermont, with the first (in both cases) being Burlington, Vermont at 42,452 according to a 2015 U.S. census estimate. Essex has an estimated population of 21,199 in 2016. The village of Essex Junction is located within the town, and that village is home to the state of Vermont's busiest Amtrak station and largest private employer, GlobalFoundries. Vermont Route 289 crosses the town from east to west. Essex is located in central Chitte...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Outbound Contact Center Manager jobs
$115,850 to $155,995
Essex, Vermont area prices
were up 1.6% from a year ago

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