Outbound Contact Center Manager jobs in Gilbert, AZ

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 Support Programs
  • Solari, Inc.
  • Tempe, AZ FULL_TIME
  • The Job/What You'll Do:

    The Manager, Contact Center Support Programs (Peer Support) is responsible for overseeing all operational and programmatic aspects of the Peer Support and SAFEDVS programs under the direction of the Director, Contact Center Operations and Clinical Services. These duties include but are not limited to - maximizing the effectiveness and efficiency of Warm Line and SAFEDVS operations through active and direct monitoring of Warm Line and SAFEDVS staff and program performance. Performs tasks within the context of inspiring hope and supporting recovery and resiliency.

    Responsibilities:

    • Maintain awareness of specialist's floor activity to ensure adherence to Solari policies
    • Monitoring of calls when needed to ensure performance standards are met
    • Meets with staff and Team Leads to ensure the needs of the teams and lines are met
    • Provide coaching and training of staff should productivity or quality warrant
    • Available to assist and monitor staff and Team Leads
    • Daily monitoring of stats including abandonment rate, avg. speed of answer, and after-call work
    • Respond quickly and effectively to problems related to staff performance, issues with either line, and/or staffing concerns
    • Ensures all program procedures are accurate and up to date, attend all internal meetings related to quality, procedure, and compliance.
    • Ensure practices and procedures meet performance standards and stay consistent with best practice or consistent with the expectations of the funder
    • Maintain a positive and collaborative relationship with System providers, and community stakeholders
    • Responsible for assisting department director on program changes, updates and concerns inclusive of IT, outages, and testing all floor related CCX and ININ changes
    • In conjunction with the Director, CCO&CS collaborates on recruitment and hiring of program staff.
    • Quality of care call investigation, mediation, and resolution coordinating at the direction of the Director, CCO&CS
    • Promote and recognize positive behaviors of staff in areas such as, praise from clients, payor sources or others.
    • This position has on-call, onsite, and weekend coverage responsibilities as needed
    • Other duties as assigned

    Knowledge, Skills, Abilities:

    • Knowledge of principles of recovery; Arizona system principles; Exceptional interpersonal skills; Accountable to individuals served; Empathetic; Good verbal communication skills.
    • Must possess strong verbal and written communication skills
    • Ability to establish good professional working relationships with all levels of employees and community stakeholders
    • Demonstrated leadership skills; Ability to manage positive working relationships while functioning in a high volume, fast paced working environment
    • Dependable; 24/7/365 availability
    • Ability to act professionally and maintains appropriate boundaries with clients and staff.
    • Ability to report as scheduled to work, meetings, training, and job-related activities prepared
      Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
    • Ability to act professionally and maintains appropriate boundaries with clients and staff.
    • Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
    • Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
    • Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional and leadership growth.

    Education & Experience:

    • 5 years of experience in the field;
      • 2-4 years of dispatch, first responder, healthcare or public safety work experience or
      • 3-5 years of crisis work required
    • Lived personal experience with recovery
    • 1 year of leadership experience required
    • Completion of Peer/Recovery Support Specialist Certification, required
    • Associates Degree
      • A comparable combination of education/experience and/or training will be considered equivalent to the education listed above

    Working Conditions:

    While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Exposure to noise typical with office operations. Ability to hear and speak.

    Who We Are & What We Offer:

    Solari is an award-winning nonprofit that operates a 24/7 crisis line serving statewide in Arizona and Oklahoma. Our mission is to Inspire Hope through our talented and compassionate staff.

    Since 2007, Solari has been providing crisis contact center services and in that short time has helped thousands of individuals and families connect to the help they need. Additionally, in that short timeframe, Solari has grown to expand services to a peer-run Warm Line, Serious Mental Illness (SMI) determinations, mobile team dispatches, crisis transportation services, emergency room-based assessments, Department of Child Safety (DCS) rapid response and crisis stabilization services, telephone follow-up to those who need it, tragedy support lines and other in-kind services to the community.

    • Friendly work environment
    • 401(k) with company match
    • Generous paid-time-off (PTO)
    • Health benefits (M/D/V) that start the first of the month following hire date
    • Competitive compensation
    • Convenient Tempe location and Hybrid Schedule
    • On-site fitness room free to all employees
    • And many more great perks!

    Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.

    We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, ethnicity, national origin, and other legally protected group status.


    Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.

    We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, religion, ethnicity, national origin, and other legally protected group status.

     

  • 14 Days Ago

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Contact center
  • TEKsystems
  • Tempe, AZ FULL_TIME
  • One Medical in Partnership with TEKsystems* Description : Managing phone and message inquiries from our patients and those involved in their care as they navigate a complex healthcare system including...
  • 21 Days Ago

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Contact Center Representative
  • OrthoArizona
  • Chandler, AZ FULL_TIME
  • Contact Center Representative About OrthoArizona: At OrthoArizona, our mission is to provide exceptional quality and compassionate musculoskeletal care to our community. Founded in 1994, OrthoArizona ...
  • 19 Days Ago

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Contact Center Planning Analyst
  • Wells Fargo
  • TEMPE, AZ FULL_TIME
  • About this role:Wells Fargo is seeking a Contact Center Planning Analyst as part of Merchant Services. The Contact Center Planning Analyst will develop, manage, and forecast accurate interval, daily, ...
  • 2 Days Ago

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Healthcare Contact Center Representative
  • TEKsystems
  • Tempe, AZ FULL_TIME
  • Description:Managing phone and message inquiries from our patients and those involved in their care as they navigate a complex healthcare system including but not limited to needs tied to insurance, b...
  • 1 Month Ago

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Contact Center Supervisor ELP/Tempe
  • Education at Work
  • Tempe, AZ FULL_TIME
  • Education at Work is an innovative, mission driven business process outsourcing (BPO) company putting college students at the forefront of our unique business model. As a rapidly growing company with ...
  • 19 Days Ago

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0 Outbound Contact Center Manager jobs found in Gilbert, AZ area

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Collections Specialist
  • The FDR Group of Companies
  • Mesa, AZ
  • Job Description Job Description Come join us at FDR Alliance as we open our new call center. We are here to help consume...
  • 3/28/2024 12:00:00 AM

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Patient Care Coordinator
  • Happy Ears Hearing Center
  • Mesa, AZ
  • Job Description Job Description Benefits/Perks 10 days PTO Paid holidays Competitive compensation Careers advancement He...
  • 3/28/2024 12:00:00 AM

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Member Services Representative
  • Planet Fitness Inc.
  • Gilbert, AZ
  • THE PLANET FITNESS MISSION We at Planet Fitness are here to provide a unique environment in which anyone, and we mean an...
  • 3/27/2024 12:00:00 AM

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RS Service Team Lead-A&P - Mesa, AZ - $15k Sign-On Bonus and Relocation Available
  • Gulfstream Aerospace Corporation
  • Mesa, AZ
  • RS Service Team Lead-A&P - Mesa, AZ - $15k Sign-On Bonus and Relocation Availablein GAC Mesa Unique Skills: Skilled A&P ...
  • 3/27/2024 12:00:00 AM

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Member Service Representative/ Sales Representative Mesa
  • Mountainside Fitness
  • Mesa, AZ
  • Job Description Job Description We are seeking Member Service Representatives:for Weekend Evening shifts (noon-7pm) Moun...
  • 3/27/2024 12:00:00 AM

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Customer Service Representative / Patient Scheduling
  • The FDR Group of Companies
  • Mesa, AZ
  • Job Description Job Description Are a dynamic communicator with a passion for providing exceptional customer service? We...
  • 3/26/2024 12:00:00 AM

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RS Service Team Lead-A&P - Mesa, AZ - $15k Sign-On Bonus and Relocation Available
  • Gulfstream Aerospace Corporation
  • Higley, AZ
  • RS Service Team Lead-A&P - Mesa, AZ - $15k Sign-On Bonus and Relocation Availablein GAC Mesa Unique Skills: Skilled A&P ...
  • 3/26/2024 12:00:00 AM

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RS Service Team Lead-A&P - Mesa, AZ - $15k Sign-On Bonus and Relocation Available
  • Gulfstream Aerospace Corporation
  • Arizona City, AZ
  • RS Service Team Lead-A&P - Mesa, AZ - $15k Sign-On Bonus and Relocation Availablein GAC Mesa Unique Skills: Skilled A&P ...
  • 3/26/2024 12:00:00 AM

Gilbert is a town in Maricopa County, Arizona, United States, located southeast of Phoenix, within the Phoenix metropolitan area. Once known as the "Hay Shipping Capital of the World", It is the sixth-largest municipality in Arizona, and the fifth-largest in the Metropolitan Phoenix Area. Gilbert encompasses 76 square miles (197 km2) and has made a rapid transformation from an agriculture-based community to an economically diverse suburban center located in the southeast valley of the Greater Phoenix area. In the last three decades, Gilbert has grown at an extremely high rate, increasing in po...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Outbound Contact Center Manager jobs
$116,004 to $156,202
Gilbert, Arizona area prices
were up 2.2% from a year ago

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