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)
Handles a variety of member service calls in a prompt, courteous and professional manner including calls that require problem resolution
Major Duties and Responsibilities
Interpersonal Skills
Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or
outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as
advising or referring, which commonly require shorter discussions.
Other Skills
• Must have excellent written and verbal communication and organizational skills
• Must be able and willing to work flexible hours to accommodate department needs
• Should be able to operate well in a fast paced environment
• Must be able to calmly and professionally handle discontented callers
• Good telephone manner
Hours fulltime.
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