Outbound Contact Center Manager jobs in New Britain, CT

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 AI
  • Webster Bank
  • Southington, CT FULL_TIME
  • If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.  

    Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

    Responsibilities:

    • Analyzation of contact center data to identify opportunities to grow self-service in the IVA and chatbot to improve functionality

    • Collaborate with cross-functional teams to generate content to be used as training material for virtual agents. Based on this understanding, design AI-driven solutions tailored to improve customer experiences within the contact center environment

    • Utilize data analytics and machine learning techniques to analyze customer interactions, identify trends, and drive actionable insights.

    • Design and implement AI-driven automation processes by working directly within our virtual agent interface to maintain and grow its capabilities.

    • Monitor and evaluate the performance of AI solutions, track key metrics and KPIs, and make data-driven recommendations for optimization and enhancement.

    • Regular testing and validation of our virtual agent’s responses to unscripted requests.

    • Write high-quality answers for specific questions regarding internal services.

    • Research and fact-check AI responses. Be responsible for reviewing virtual agent interactions and providing coaching corrections

    Skills and Qualifications:

    • Candidates with advanced degrees (Associates, Bachelor’s, and/or Master’s) preferred, yet a High School diploma or GED is required. Candidates with some combination of coursework and experience, or else extensive related professional experience, are eligible for consideration

    • 3-5 year of experience in related role

    • Experience in the Fintech industry

    • Serves as a subject matter expert in field(s), staying current in requisite skills and sharing new knowledge and practices with team members

    • Self-motivated, inquisitive, and resourceful, focused on continuous improvement.

    • Team player with a positive attitude and contributes to an energetic and motivated team environment with a strong sense of urgency and work ethic.

    • Ability to collaborate and execute in a fast-paced, high demand, dynamic environment while balancing multiple initiatives, priorities, and projects.

    • Excellent project and change-management skills; highly organized and detail-oriented.

    • Experience in AI development and implementation in a contact center

    • Experience with recent LLM chat bot services such as ChatGPT, Google Bard/Gemini, Claude, etc.

    • Basic level IVA and chatbot programming to support answer tuning and implementation of simple use cases.

    • Excellent Problem-Solving and Critical Thinking skills. Ability to analyze complex problems, think creatively, and develop innovative AI solutions to address business challenges.

    • Working knowledge of Five9, Salesforce, AWS, Microsoft and other emerging technologies

    • Preferred Hybrid -  in Southington, CT or Jericho, NY.

    The estimated salary range for this position is $90,000.00 to $100.000.00 USD annually. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

    #LI-JG1

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

  • 22 Days Ago

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Contact Center Operations Manager (in CT)
  • GT Independence
  • Waterbury, CT FULL_TIME
  • Work for a company where you make a difference in people's lives every day! At GT, we know that our people are at the heart of our success. If you love your work, enjoy collaboration, and want to lear...
  • 22 Days Ago

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Contact Center Support Specialist
  • GT Independence
  • Waterbury, CT FULL_TIME
  • Work for a company where you make a difference in people's lives every day! At GT, we know that our people are at the heart of our success. If you love your work, enjoy collaboration, and want to lear...
  • 21 Days Ago

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Supervisor, Contact Center, Bilingual (Hybrid) - Supervisor, Centro de Contacto, bilingüe (Hibrido)
  • EVERSOURCE
  • New Britain, CT FULL_TIME
  • Este puesto es responsable de garantizar que los clientes de Eversource disfruten de una experiencia de cliente de primer nivel al liderar a nuestros representantes de servicio al cliente en la presta...
  • 14 Days Ago

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Dockworker Outbound
  • A Duie Pyle
  • Southington, CT FULL_TIME
  • A Duie Pyle is seeking a full-time Outbound Dockworker to work in our Southington, CT terminal. Our freight handlers are responsible for safely transporting freight on and off trailers, and verifying ...
  • 1 Day Ago

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Practice Manager - Wound Center
  • New Britain General
  • New Britain, CT FULL_TIME
  • Description Job Schedule: Full Time Standard Hours: 40 Job Shift: Shift 1 Shift Details: M-F, 8a-5p As nurse leaders at The Hospital of Central Connecticut, we strive to acquire the core competencies ...
  • 22 Days Ago

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0 Outbound Contact Center Manager jobs found in New Britain, CT area

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Customer Advocate - Specialty
  • ImageFIRST Healthcare Laundry Specialists
  • New Britain, CT
  • Overview: Founded in 1967, ImageFIRST is the largest and only national linen rental and laundry service specializing in ...
  • 4/26/2024 12:00:00 AM

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Senior Customer Service Broker
  • Aon Corporation
  • Hartford, CT
  • Posting Description: Senior Customer Service Broker Aon exists to shape decisions for the better - to protect and enrich...
  • 4/26/2024 12:00:00 AM

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Call Center Representative
  • Axe Elite
  • Wethersfield, CT
  • Job Description Job Description Benefits: High pay Monthly and yearly recognition's Team dinners and trips Paid Biweekly...
  • 4/25/2024 12:00:00 AM

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Director, Credit & Collections Customer Experience
  • Eversource Energy
  • Berlin, CT
  • Experience a **community** of support **Director, Credit & Collections Customer Experience** 10/07/2021 **Locations** Wi...
  • 4/24/2024 12:00:00 AM

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Greeter
  • Walmart
  • Rocky Hill, CT
  • **Job Summary:** As a Greeter at Walmart, you will be the first point of contact for customers as they enter the store. ...
  • 4/24/2024 12:00:00 AM

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Greeter
  • Walmart
  • Hartford, CT
  • **Job Summary:** As a Greeter at Walmart, you will be the first point of contact for customers as they enter the store. ...
  • 4/24/2024 12:00:00 AM

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Call Center Sales Representative
  • AXE Elite USA
  • Wethersfield, CT
  • Job Description Job Description Job description As a Sales Rep you will be a vital part of our commitment to people, cha...
  • 4/24/2024 12:00:00 AM

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Call Center Representative
  • Axe Elite
  • Rocky Hill, CT
  • Job Description Job Description We are currently hiring agents for a technology call center representative position for ...
  • 4/23/2024 12:00:00 AM

New Britain is a city in Hartford County, Connecticut, United States. It is located approximately 9 miles (14 km) southwest of Hartford. According to 2010 Census, the population of the city is 73,206. Among the southernmost of the communities encompassed within the Hartford-Springfield Knowledge Corridor metropolitan region, New Britain is home to Central Connecticut State University and Charter Oak State College. The city's official nickname is the "Hardware City" because of its history as a manufacturing center and as the headquarters of Stanley Black & Decker. Because of its large Polish p...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Outbound Contact Center Manager jobs
$125,990 to $169,653
New Britain, Connecticut area prices
were up 1.7% from a year ago

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