Outbound Contact Center Manager jobs in Phoenix, 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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Member Contact Center Manager
  • Credit Union West
  • Glendale, AZ FULL_TIME
  • Job Description

    Job Description

    Credit Union West has been named a Top Company to Work for in Arizona’ for the 11th year in a row (2013-2023)! This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction.

    Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following :

    • Full-time employees receive 100% paid health, dental & vision insurance
    • Earn incentives up to 15%, depending on position
    • 401K plan with employer matching funds up to 5%
    • Profit Sharing
    • Tuition reimbursement
    • Gym membership reimbursement
    • Paid time off for holidays, vacation, and sick days
    • Diverse and inclusive workplace
    • Credit Union West membership and discounts

    Be part of our award-winning team!

    Position Summary

    Enhances the quality of life for our members / team members by meeting or exceeding their service expectations. Leads, coaches, and engages team members to deliver a seamless member experience in an omni-channel environment.

    Ensures contact center metrics are achieved through planning and execution of all aspects of performance. Though effective supervision and coaching, leads team to ensure excellence in member service, sales production, and operational soundness.

    As a member of the leadership team, this person looks for opportunities to recognize their team and contribute to the Great Place to Work culture.

    Essential Functions & Additional Responsibilities

    20% - Leading Talent Hires, trains, directs and evaluates employee performance and behaviors to serve the member experience.

    Allocates resources to meet operational needs within the department. Provides leadership, coaching, and direction for their team members ensuring they have the support and development opportunities to become well-trained employees excelling in their roles.

    25% - Sales and Service Ensures service standards and sales production objectives are achieved. Ensures established contact center metrics, and service level agreements are met.

    Provides engaging communication that is professional, proactive, and responsive. Monitors employee performance and coaches effective loan application development, accuracy, follow up, and sales opportunities.

    Processes loan applications, funds loans, and opens new membership accounts as needed. Drives performance that leads to improved financial lives of our members.

    Makes talent development a priority for all branch team members and leads employees to achieve performance expectations.

    25% - Contact Center Management Effectively manages teleworking and in-person team members. Duties may include but are not limited to : Preparation of professional written employee documentation, de-escalation of member concerns, appraisal delivery, scheduling, timecard validation, training, completion of designated reports, and attending and contributing to meetings and projects.

    Analyzes data metrics, provides call monitoring and coaching, develops call scripts, updates phone system routing as needed.

    Actively completes quality control reviews, ensuring operational soundness of all areas of internal and regulatory compliance.

    Ensures adherence to established security protocols.

    25% - Omni-Channel Support and Performance Optimizes the Member Contact Center department by effectively supporting digital delivery initiatives.

    Ensures delivery of exceptional member experiences encompassing all member contact points, including calls, chat, email, SMS, and video chat.

    Responsible for the oversight of Online Account Opening and reviews to mitigate fraud. Serves on project teams and manages multiple concurrent objectives and activities while prioritizing and allocating time for deliverable commitments.

    5% - Performs other duties as assigned.

    Education :

    Associate’s college degree obtained through a formal 2-year program at an accredited educational facility preferred or equivalent experience preferred.

    Experience :

    5 - 8 years of previous leadership experience in a financial institution setting preferred or equivalent leadership experience.

    Skills & Competencies

    • Notary Commission, Signature Guarantee, and NMLS certification.
    • Use of personal internet-enabled Smartphone for Branch operating applications
    • Live the mission, vision, and core values of the credit union.
    • Able to communicate effectively and tactfully with employees and members both orally and in writing.
    • Demonstrate critical thinking and being self-reliant to better analyze and solve problems.
    • Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.
    • Exceptional leadership skills : ability to motivate, influence, and engage direct and indirect reports and peers with a significant level of diplomacy and trust.
    • Excellent judgment and creative problem-solving skills including negotiation and conflict resolution skills.
    • Energetic, forward-thinking, and creative in business solutions with high ethical standards and trustworthiness.
    • Act as a change agent, who can collaborate with diverse interest and adapt to internal, market or regulatory-driven changes.
    • Strong mentoring, coaching experience to a team with diverse levels of expertise.
    • Excellent presentation skills, confident in all settings with individuals at all levels of the organization both internal and external.
    • Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
    • Thorough knowledge and understanding of organization’s Employee Handbook and policies.
    • Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to : U.

    S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.

    1 day ago
  • 3 Days Ago

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Manager, Bank Sales and Service Contact Center (Deposits Servicing)
  • Jobs for Humanity
  • Phoenix, AZ CONTRACTOR,FULL_TIME
  • Job Description Why USAA? Join USAA and make a real impact in the lives of millions of U.S. military members and their families. We believe in honesty, integrity, loyalty, and service. Whether or not ...
  • 7 Days Ago

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Contact center supervisor
  • The Home Depot
  • Phoenix, AZ FULL_TIME
  • Position Purpose : The Contact Center Supervisor leads and coaches assigned team in a manner that assures quality customer interaction, builds and retains customer relationships and is committed to th...
  • 18 Days Ago

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Admissions Contact Center Supervisor
  • Universal Technical Institute
  • Phoenix, AZ OTHER
  • Overview Step into a dynamic supervisory role in-person at our corporate headquarters. You’ll be at the heart of our Contact Center, leading a team of Appointment Specialists. Your team plays a pivota...
  • 21 Days Ago

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Contact Center Director (REMOTE)
  • HGI Homesite Group Incorporated
  • Phoenix, AZ FULL_TIME
  • Homesite Insurance was founded in 1997 and was one of the first companies to enable customers to purchase home insurance directly online, during a single visit. Since then, we've continued to innovate...
  • 24 Days Ago

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Contact center representative
  • TEKsystems
  • Phoenix, AZ FULL_TIME
  • TEKsystems in partnership with One Medical* Opportunity Details : Duties : Duties including but not limited to insurance help, appointment scheduling, billing inquiries, refill authorization, and appo...
  • 1 Day Ago

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0 Outbound Contact Center Manager jobs found in Phoenix, 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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Call Center Supervisor
  • Bryan University
  • Tempe, AZ
  • Job Description Job Description At Bryan University we believe in challenging the boundaries of traditional education an...
  • 3/28/2024 12:00:00 AM

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Client Services Project Coordinator
  • ApTask
  • Phoenix, AZ
  • About Client: Company is a worldwide provider of legal services, serving law firms, corporations, financial institutions...
  • 3/28/2024 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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Customer Service Manager
  • Acro Service Corporation
  • Phoenix, AZ
  • Job Description Job Description Skills Required Strong verbal, written, and listening communication skills Excellent cus...
  • 3/26/2024 12:00:00 AM

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Customer Service Manager
  • SA Technologies
  • Phoenix, AZ
  • Job Description Job Description Role : Customer Service Manager – 1184 Location: Phoenix, AZ (hybrid) Estimated Duration...
  • 3/26/2024 12:00:00 AM

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Trainer
  • Eclaro
  • Phoenix, AZ
  • Title: Trainer What will you be doing: Our transportation client is seeking an experienced Trainer to work in our fast-p...
  • 3/24/2024 12:00:00 AM

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Call Center Rep
  • Global Channel Management, Inc.
  • Phoenix, AZ
  • Job Description: Call Center Rep needs 6 months of call center experience Call Center Rep requires: Strong computer and ...
  • 3/24/2024 12:00:00 AM

Phoenix is in the southwestern United States, in the south-central portion of Arizona; about halfway between Tucson to the southeast and Flagstaff to the north. By car, the city is approximately 150 miles (240 kilometers) north of the US-Mexico border at Sonoyta and 180 mi (290 km) north of the border at Nogales. The metropolitan area is known as the "Valley of the Sun" due to its location in the Salt River Valley. It lies at a mean elevation of 1,086 feet (331 m), in the northern reaches of the Sonoran Desert. Other than the mountains in and around the city, the topography of Phoenix is gener...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Outbound Contact Center Manager jobs
$115,986 to $156,178
Phoenix, Arizona area prices
were up 2.2% from a year ago

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