Outbound Contact Center Manager jobs in South Burlington, VT

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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Contact Center Supervisor
  • New England Federal Credit Union
  • South Burlington, VT FULL_TIME
  • Position: Contact Center Supervisor

    Hours: Normal schedule between: Monday-Friday, 8:00am – 6:00pm, and every other Saturday, 9:00am-1:00pm, w/alternate day off

    Location: 88 Technology Park Way in South Burlington, VT

    Position description:

    The Contact Center Supervisor provides supervisory and operational support to Contact Center employees. Coordinates work scheduling and workflow in the department. Ensures that all employees maintain high levels of member service and receive coaching and training regularly. Monitors call volumes and service levels for optimal performance and ensures that Member Relationship Development objectives are met. Evaluates and makes decisions based on employee performance and hiring. Acts as liaison between impacted members, agents, and other departments when applicable. Has specialized knowledge of NEFCU business processes (policy/procedure), product/services, regulatory requirements, and credit union-wide knowledge, with a focus on digital knowledge and troubleshooting.


    Specific duties include:

    • Coach, counsel, develop, and support Contact Center member service representatives to provide quality interactions and service to all members; Provide weekly coaching to each employee by providing feedback to ensure quality conversations; answer employee questions as needed.
    • Encourage staff to actively participate in continuing education and learning opportunities and ensure all new employees are thoroughly trained in all phases of the job
    • Foster a team atmosphere and set the example by providing leadership for change and supporting strategic initiatives of the department and NEFCU. Promote and support employee and team morale.
    • Ensure consistent day-to-day operations of Contact Center to meet member/management expectations. Consistently monitor and adjust staff schedule to meet service level goals as well as quality goals.
    • Supervise workflow and weekly/daily scheduling and coverage of all Contact Center employees including Saturdays, training scheduling, manage breaks and lunchtime to ensure coverage and make sure within time allotment to meet service and quality level department goals.
    • Provide oversight and direction to staff; Communicate expectations, manage performance, and coordinate performance reviews.
    • Provide information updates for Contact Center staff (software, system issues, workflow, products, services, policy and procedure changes). Communicate the resolution of system issues as identified by members and staff.
    • Act as liaison between impacted members, agents, and other departments to maintain communication and collaboration.
    • Review Service Level reports and take action as needed regarding number of calls, abandon rate, wait times, outages for online services; reviews handle time, follow-up, and after call work (ACW).
    • Meet weekly with Associate VP, Contact Center to discuss team and game plans. Meet Weekly with AVP, Contact Center and peer to discuss developing coaching skills and department functionality.
    • Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

    Qualifications:

    • A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
    • Three years to five years of similar or related experience, including preparatory experience. Familiarity with bank or credit union products and services.
    • Supervisory or coaching experience preferred, preferably in a call center environment.
    • A significant level of trust, credibility and diplomacy is required.
    • Communication; People Management; Engagement/Connecting with Others.

    EOE

  • 14 Days Ago

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Front Office Manager - Outbound Stowe
  • Springboard Hospitality
  • Stowe, VT OTHER
  • Job Details Job Location: Stowe Town & Country - Stowe, VT Salary Range: $60,000.00 - $75,000.00 Salary DescriptionFRONT OFFICE MANAGER – OUTBOUND STOWE As Front Office Manager at Outbound Stowe, you ...
  • 14 Days Ago

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F&B Experience Manager - Outbound Stowe
  • Springboard Hospitality
  • Stowe, VT OTHER
  • Job Details Job Location: Stowe Town & Country - Stowe, VT Salary Range: $60,000.00 - $70,000.00 Salary DescriptionFOOD AND BEVERAGE EXPERIENCE MANAGER – OUTBOUND STOWE As Food and Beverage Experience...
  • 14 Days Ago

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Manager, Rikert Outdoor Center
  • Middlebury College
  • Middlebury, VT FULL_TIME
  • The Rikert Outdoor Center Manager oversees all Rikert Outdoor Center operations to provide an excellent visitor experienceto the patrons.This is a full time, benefits eligible, salaried position with ...
  • 14 Days Ago

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Retail Center Manager
  • The UPS Store
  • Rutland, VT FULL_TIME
  • The UPS Store invites you to embark on an exciting journey with us as we reimagine our retail center under new ownership!At The UPS Store, we're not just shipping and packaging experts – we're a commu...
  • 25 Days Ago

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Center Human Resource Manager
  • Bel-Aire Quality Care - Newport, VT
  • Newport, VT FULL_TIME
  • Genesis is one of the nations' leading provider of healthcare services from short-term to long-term care and a wide variety of living options and professional clinical services. We are changing how ca...
  • 1 Month Ago

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0 Outbound Contact Center Manager jobs found in South Burlington, VT area

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Food Service Associate
  • Global Partners
  • Warren, VT
  • Job Description: With nearly 1,500 locations, primarily in the Northeast, Global is one of the largest independent owner...
  • 4/18/2024 12:00:00 AM

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Food Service Associate
  • Global Partners
  • Waterbury, VT
  • Job Description: With nearly 1,500 locations, primarily in the Northeast, Global is one of the largest independent owner...
  • 4/17/2024 12:00:00 AM

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Customer Support Tech
  • Union Mutual of Vermont Companies
  • Montpelier, VT
  • Job Description Job Description Union Mutual Insurance Company is currently recruiting for the right candidate to join o...
  • 4/17/2024 12:00:00 AM

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Sr. Field Service Associate/Driver
  • Orion Talent
  • Williston, VT
  • Description Position Details: The Sr. Field Service Associate/Driver provides day-to-day oversight at the company's Will...
  • 4/15/2024 12:00:00 AM

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Greeter
  • Walmart
  • South Burlington, VT
  • **Job Summary:** As a Greeter at Walmart, you will be the first point of contact for customers as they enter the store. ...
  • 4/14/2024 12:00:00 AM

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Greeter
  • Walmart
  • Burlington, VT
  • **Job Summary:** As a Greeter at Walmart, you will be the first point of contact for customers as they enter the store. ...
  • 4/14/2024 12:00:00 AM

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Greeter
  • Walmart
  • Williston, VT
  • **Job Summary:** As a Greeter at Walmart, you will be the first point of contact for customers as they enter the store. ...
  • 4/14/2024 12:00:00 AM

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Motor Vehicle Direct Client Service Specialist I - Limited Service
  • State of Vermont
  • Montpelier, VT
  • Overview This MV Direct Client Service Specialist I position is located within the VT CDL Unit at the Vermont DMV, Montp...
  • 4/14/2024 12:00:00 AM

South Burlington is a city in Chittenden County, Vermont, United States. As of the 2010 U.S. Census the population of the city was 17,904. It is home to the headquarters of Ben & Jerry's and Vermont's largest mall, the University Mall. It is also one in the principal municipalities of the Burlington, Vermont metropolitan area. Vermont's largest airport, Burlington International Airport, is located in South Burlington. Located in western Chittenden County, South Burlington is bordered by the municipalities of Burlington to the northwest, Winooski and Colchester to the north, Essex to the northe...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Outbound Contact Center Manager jobs
$117,394 to $158,078
South Burlington, Vermont area prices
were up 1.6% from a year ago

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