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)
Type: Full-time
Classification: Exempt
Reports to: SVP of Operations
Location: Hybrid - Lawrence, MA
The Associate Director, Contact Center focuses on leading the day-to-day operations and people management aspect of the contact center. This role emphasizes operational and team leadership, staff training, development, accountability, and the cultivation of a high-performing and inclusive work environment. The position reports to the SVP of Operations and plays a critical role in driving the contact center's operational success and services through effective people management, streamlined processes, and decision making based on data analysis and trends.
Responsibilities:
Minimum Qualifications
Minimum Skills
Benefits and Compensation
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the incumbent for this position. Duties, responsibilities, and activities may change at any time with or without notice.
ASG is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting a work culture that fosters and builds upon diversity and its strengths, ASG will better serve our clients and communities through its services. ASG is an employment at-will organization and an equal opportunity employer committed to maintaining a work environment free from discrimination on the basis of age, amnesty, ancestry, color, creed, disability, gender, gender identity, gender expression, genetic information, marital status, national origin, pregnancy, race, religion, sex, sexual orientation, covered veteran status, national guard or reserve unit duty obligations, or any other category protected by law (“protected class status”) and in accordance with applicable federal, state, and local laws. ASG complies with applicable federal, state, and local laws governing non-discrimination in employment.
ASG participates in the E-Verify program and upholds candidates and employee rights. Additionally, ASG complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, or any additional information on the content above, please contact People Operations by email at people@discoverasg.com.
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