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)
Description
Overview: Listerhill Credit Union is a financial cooperative whose primary purpose is to help our members live financially healthy lives. In 1952, seven Reynolds Metals employees deposited $5 each with the idea of starting a credit union that was member-owned and member-focused. Helping co-workers break from predatory lenders to borrow affordably and save for their financial futures, was their motivation. We have grown from a single office at Reynolds Metals to 18 branches throughout northwest Alabama and south-central Tennessee. Today, we serve 13 counties with a full line of financial solutions. Our purpose and commitment to financial health has never changed. We recognize what is good for our members is good for us. We aspire to high standards of integrity, excellence, and passion. Furthermore, we strive to be innovative for the members’ benefit and engaged in the betterment of their communities.
The Role: Your efforts and ultimate successes should be measurable and recognizable as you strive daily within LCU’s vision: “to value people over profit, proactively seek improvement, work passionately, exceed expectations, and make our community a better place”. As a Contact Center Supervisor, you will foster collaboration and skill building with Contact Center Representatives. You will work a ticket queue and perform all member call back, allowing Contact Center Representatives to focus solely on incoming calls. You will be a role model in the Contact Center, leading by example and motivating others with feedback and support.
Looking to the future of the Contact Center, you will be vital in all things digital, from being a subject matter expert to training the Contact Center Representatives on new products. Your feedback will be necessary in finding products to meet our member needs.
Member Experience will be in the forefront of your mind, working to correlate complaints that are received and formulate resolutions to minimize reoccurring issues. You will own member needs and foster the best experience with prompt and accurate service.
What you will do:
Requirements
Qualifications:
This Job Description is not a complete statement of all duties and responsibilities comprising this position.
Listerhill Credit Union is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state of local law.
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