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)
The Department of Unemployment Assistance (DUA) administers the Unemployment Insurance (UI) program which provides temporary income assistance to Massachusetts workers who are unemployed through no fault of their own and who are able to work, available for work and looking for a job.
The Contact Center Supervisor is the first line expert in the areas of State and Federal Unemployment (UI) laws, rules, regulations, policies, and procedures for the filing of claims for unemployment insurance benefits. The Contact Center Supervisor provides technical assistance and training to staff on all aspects of the claims taking process thereby ensuring that staff have an adequate and current understanding of laws, regulations, policies, and procedures. The Contact Center Supervisor evaluates work product through the review of automated data, the monitoring of phone calls for quality control, and the review of written determinations and calculations of wages and benefits.
The Contact Center Supervisor coordinates and monitors assigned program activities; reviews and analyzes data concerning agency progress; provides technical assistance and advice to agency personnel and others; responds to inquiries; maintains liaisons with various agencies; oversees a team of front-line staff and performs related work as required.
The Contact Center Supervisor directly supervises staff responsible for interviewing customers requesting UI services to obtain, record and input data required to determine eligibility for programs and services; determine eligibility for benefits in disputed claims after gathering necessary information, and issue timely notices of such determinations. The Supervisor will conduct performance evaluations on staff and work with individual staff on increasing content, knowledge, and skill.
Preferred Qualifications:
SALARY PLACEMENT IS DETERMINED BY YEARS OF EXPERIENCE AND EDUCATION DIRECTLY RELATED TO THE POSITION AND THE HUMAN RESOURCES DIVISION’S RECRUITING GUIDELINES. IN THE CASE OF A PROMOTIONAL OPPORTUNITY, THE SALARY PROVISIONS OF THE APPLICABLE COLLECTIVE BARGAINING AGREEMENT WILL BE UTILIZED FOR PLACEMENT WITHIN THE SALARY RANGE.
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