Outbound Contact Center Manager jobs in New Bedford, MA

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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Member Service Center Operations Lead (Contact Center)
  • People's Credit Union
  • Middletown, RI FULL_TIME
  • You Belong Here
    People’s Credit Union is built on the belief that members and employees should feel a sense of belonging. Based on our Core Values, we created that feeling by design to offer you a genuine sense of community where you are supported personally and professionally.

    If you work here, you belong here.

    Your Values Align with Ours

    We hire employees whose core values match our own. We can train for competency, but if you’re also genuine, trustworthy, earnest, empathetic, and resourceful, we want you on our team.

    Your Voice Is Heard

    Here, hierarchy doesn’t drive impact - all voices are sought out, heard, and respected. We are listeners, then doers.

    Your Team Makes You Stronger

    Independent work is expected, but collaboration with compassionate accountability makes us all stronger. Working together, we all learn and grow.

    Your Future is Bright
    We recognize that careers are not always straight lines. Professional development is a shared responsibility. We are committed to providing opportunities and resources to help you navigate your career paths and achieve your goals. Let's work together to foster growth and development in our organization.


    What we offer

    • Health and dental benefits through Blue Cross Blue Shield, plus vision benefits through VSP
    • 401(k) and Roth plan with a competitive employer match
    • Robust Wellness Program
    • Employee Recognition Program
    • Fun, food, and events


    Position Summary

    Under the direction of the Head of Member Service Center, the Member Service Center Operations Lead helps create an extraordinary member experience by serving as the lead on call center technology implementation, as well as ongoing improvements to existing technologies. This role contributes to enhancing the quality of service provided to members by contributing to the efficiencies of the department as the lead in supporting daily operations of the Member Service Center. Serves as a mentor and trainer to new hires and assists in the coaching and development of the team.

    Essential Responsibilities and Accountabilities:

    MSC Technology Solutions

    • Coordinates with the Head of Member Service Center on overall management of the digital member service channels to enrich member touchpoints utilizing chat, messaging, phone, co-browsing, social, online voice, and video using any combination of AI and MSC agents.
    • Leads the process of completing call monitoring and scorecards. Proactively identifies call-routing opportunities to streamline, digitize, and automate processes in the Member Service Center. Coordinates with Head of Member Service Center to ensure completion of coaching as scheduled in a timely and effective manner.
    • Leads the implementation of new call center technologies with the support of the Head of Member Service Center, promotes the adoption and usage of existing technologies to ensure maximum achievement of member satisfaction.
    • Proactively identifies and leads the ongoing updates to existing technologies being used, keeping the Member Service Center team and branch agents up to date with updates and changes.

    Member Service Center Operations

    • Thorough understanding of the following applications: phone system, Core System, Digital Banking, Bill Pay, Debit card management, Online account opening, Wire Origination, and Centrix DTS.
    • Responds to, investigates, and problem solves escalated member requests, questions, problems or complaints via telephone and internet and directs them to management for resolution when necessary.
    • Recommends areas of improvement in process and procedures of call center operations. Determines problem areas, revises Member Service Center procedures.
    • Coordinates with Head of Member Service Center to complete departmental schedules to ensure adequate coverage based on historical statistics, anticipated call and Member Service Center transaction volumes to ensure compliance with service goals.
    • Ongoing collaboration with Learning & Development to develop new and continuously improve retail learning processes and procedures with an emphasis on technology.

    Team Coaching & Leadership

    • Supervises, coaches, and motivates Member Service Center staff for maximum achievement of the department and individual goals, using open communication.
    • Supervises the Member Service Center staff responsibilities, ensuring staff is skilled to perform all necessary functions, including meeting or exceeding member satisfaction standards and assigned service goals.
    • Proactively identifies training opportunities, provides feedback and coaching to agents regarding adherence to call center metrics and established procedures and guidelines.
    • Assists the Head of Member Service Center with completing and delivering annual employee performance reviews.


    Key Behavioral Competencies

    Experience Oriented

    Demonstrates a consistently positive and constructive attitude. Listens to members, internal and external, with empathy and respect. Provides options, alternatives, and solutions to meet the member's and teammates’ needs. Provides recommendations to manager to improve the internal and external member experience. Is authentic and transparent in all interactions.


    Attention
    to Detail

    Ensures accuracy in documentation and data; organizes and maintains an appropriate system of records, as necessary. Maintains high standards of accuracy despite pressing deadlines, considers excellence a fundamental priority.


    Collaboration

    Shares time, passion, and knowledge with others to ensure team success. Demonstrates awareness and respect of differences and appreciates and leverages the strength of others to accomplish goals. Listens to understand and respects the ideas of others even when differing from own. Promotes a high-trust, team-oriented environment within their workgroup and on projects that cross functional lines.


    Dependability

    Personally responsible; completes work in a timely, consistent manner; maintains a high degree of integrity; is committed to doing the best job possible; keeps commitments. Is honest, truthful and straightforward. Is regularly present and punctual; arrives prepared for work.


    Knowledge and Skills:

    • High school diploma or equivalent.
    • At least two years’ experience in financial services call center or related field.
    • Exhibits working knowledge of branch operations with strong organizational skills.
    • Ability to multitask.
    • Good oral and written communication skills.
    • Experience in Windows, Microsoft Office.

    ADA Requirements:

    Physical Requirements:

    • Perform primarily sedentary work with limited physical exertion and regularly lifting cash box of up to 10 lbs. and coin bags up to 30 lbs. on occasion.
    • Must be capable of climbing/descending stairs in emergency situation.
    • Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
    • Must be able to stand for long periods of time.
    • Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
    • Must be able to work extended hours whenever required or requested by management.
    • Must be capable of regular, reliable and timely attendance.

    Working Conditions:

    • Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

    Please note: This position is eligible to work in a hybrid format (partially remote, partially in office) after 6 months.

  • 1 Month Ago

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Center sales manager
  • Rent-A-Center
  • Wareham, MA FULL_TIME
  • Rent A Center Ready to do your best work? Interested in a minimum starting hourly rate of $20 / hr? Why should I apply in just a few clicks? Paid Time Off and Sundays Off We are Closed! Full-Time Empl...
  • 1 Month Ago

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Banking Center Manager - Nantucket
  • The Cape Cod Five Cents Savings Bank
  • Nantucket, MA FULL_TIME
  • DescriptionSUMMARY: The Banking Center Manager leads a Banking Center or Centers with a focus on providing leadership, delivering exceptional customer service, business development, and community rela...
  • 21 Days Ago

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Banking Center Manager - Nantucket
  • The Cape Cod Five
  • Nantucket, MA FULL_TIME
  • SUMMARY: The Banking Center Manager leads a Banking Center or Centers with a focus on providing leadership, delivering exceptional customer service, business development, and community relations. Resp...
  • 24 Days Ago

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Shark Center Manager
  • Atlantic White Shark Conservancy
  • North Chatham, MA FULL_TIME
  • Position: Shark Center ManagerLocation: 235 Orleans Road, North Chatham, MAStart Date: As soon as possibleOrganization Description: The Atlantic White Shark Conservancy (AWSC), established in 2012, is...
  • 4 Days Ago

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Banking Center Manager - Nantucket
  • Cape Cod Five Cents Savings Bank
  • Nantucket, MA FULL_TIME
  • SUMMARY: The Banking Center Manager leads a Banking Center or Centers with a focus on providing leadership, delivering exceptional customer service, business development, and community relations. Resp...
  • 25 Days Ago

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0 Outbound Contact Center Manager jobs found in New Bedford, MA area

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Call Center Representative ($22/hr)
  • Company Confidential
  • New Bedford, MA
  • Job Description Job Description Patient Call Center for a Primary Care Type: temp to hire Schedule: Monday-Friday, 8:30a...
  • 3/28/2024 12:00:00 AM

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Customer Care Coordinator | Warwick Retail Warwick
  • Widex Sivantos Audiology Group
  • Warwick, RI
  • Retail Warwick **Customer Care Coordinator | Warwick** **You will be instrumental in supporting our customers through th...
  • 3/28/2024 12:00:00 AM

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Medical Patient Service Rep
  • HEALTHFIRST FAMILY CARE CENTER, INC
  • Fall River, MA
  • Job Description Job Description Exciting opportunity to join a fast-paced medical team within a growing federally qualif...
  • 3/27/2024 12:00:00 AM

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Customer Care Representative - WFH RI
  • MTM, Inc.
  • Warwick, RI
  • MTM is looking for Customer Care Representatives to join our team. Location: Remote Rhode Island Hourly Rate: $15.00 Wha...
  • 3/27/2024 12:00:00 AM

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Call Center Representative ($22/hr)
  • Company Confidential
  • Fairhaven, MA
  • Job Description Job Description Call Center for Primary Care Office looking for candidate with call center/healthcare ex...
  • 3/26/2024 12:00:00 AM

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Assistant Director of Adult Services
  • Newport Mental Health
  • Middletown, RI
  • Job Description Job Description WHO WE ARE… Newport Mental Health (NMH) is a progressive high-energy organization that u...
  • 3/25/2024 12:00:00 AM

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Part Time Customer Service Advisor Newport
  • Buzzwales
  • Newport, RI
  • Job Title: Part Time Customer Service Advisor Newport Salary: 20,000 pa pro rata for part time 20 hours per week PLUS un...
  • 3/25/2024 12:00:00 AM

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Selling - Customer Service Rep
  • Allen Brothers, Inc.
  • New Bedford, MA
  • **Selling - Customer Service Rep** New Bedford, MA, USA Req #1549 Thursday, February 24, 2022 At Chefs Warehouse we are ...
  • 3/24/2024 12:00:00 AM

New Bedford is a city in Bristol County, Massachusetts, United States. As of the 2010 census, the city had a total population of 95,072, making it the sixth-largest city in Massachusetts. New Bedford is nicknamed "The Whaling City" because during the 19th century, the city was one of the most important whaling ports in the world, along with Nantucket, Massachusetts and New London, Connecticut. The city, along with Fall River and Taunton, make up the three largest cities in the South Coast region of Massachusetts and is known for its fishing fleet and accompanying seafood producing industries ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Outbound Contact Center Manager jobs
$124,928 to $168,218
New Bedford, Massachusetts area prices
were up 1.6% from a year ago

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