Outbound Contact Center Supervisor jobs in Fall River, MA

Outbound Contact Center Supervisor supervises employees who place telephone calls or other interactions to potential customers. Monitors and evaluates interactions and workflow to ensure that performance standards and the volume target are met. Being an Outbound Contact Center Supervisor is responsible for the daily activity of contact center policies and procedures including meeting contact center operational standards, maintaining employee service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge, and accomplishing organizational goals. May require a bachelor's degree. Additionally, Outbound Contact Center Supervisor typically reports to manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (Copyright 2024 Salary.com)

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Member Service Center Operations Lead (Contact Center)
  • People's Credit Union
  • Middletown, RI FULL_TIME
  • You Belong Here
    People’s Credit Union is built on the belief that members and employees should feel a sense of belonging. Based on our Core Values, we created that feeling by design to offer you a genuine sense of community where you are supported personally and professionally.

    If you work here, you belong here.

    Your Values Align with Ours

    We hire employees whose core values match our own. We can train for competency, but if you’re also genuine, trustworthy, earnest, empathetic, and resourceful, we want you on our team.

    Your Voice Is Heard

    Here, hierarchy doesn’t drive impact - all voices are sought out, heard, and respected. We are listeners, then doers.

    Your Team Makes You Stronger

    Independent work is expected, but collaboration with compassionate accountability makes us all stronger. Working together, we all learn and grow.

    Your Future is Bright
    We recognize that careers are not always straight lines. Professional development is a shared responsibility. We are committed to providing opportunities and resources to help you navigate your career paths and achieve your goals. Let's work together to foster growth and development in our organization.


    What we offer

    • Health and dental benefits through Blue Cross Blue Shield, plus vision benefits through VSP
    • 401(k) and Roth plan with a competitive employer match
    • Robust Wellness Program
    • Employee Recognition Program
    • Fun, food, and events


    Position Summary

    Under the direction of the Head of Member Service Center, the Member Service Center Operations Lead helps create an extraordinary member experience by serving as the lead on call center technology implementation, as well as ongoing improvements to existing technologies. This role contributes to enhancing the quality of service provided to members by contributing to the efficiencies of the department as the lead in supporting daily operations of the Member Service Center. Serves as a mentor and trainer to new hires and assists in the coaching and development of the team.

    Essential Responsibilities and Accountabilities:

    MSC Technology Solutions

    • Coordinates with the Head of Member Service Center on overall management of the digital member service channels to enrich member touchpoints utilizing chat, messaging, phone, co-browsing, social, online voice, and video using any combination of AI and MSC agents.
    • Leads the process of completing call monitoring and scorecards. Proactively identifies call-routing opportunities to streamline, digitize, and automate processes in the Member Service Center. Coordinates with Head of Member Service Center to ensure completion of coaching as scheduled in a timely and effective manner.
    • Leads the implementation of new call center technologies with the support of the Head of Member Service Center, promotes the adoption and usage of existing technologies to ensure maximum achievement of member satisfaction.
    • Proactively identifies and leads the ongoing updates to existing technologies being used, keeping the Member Service Center team and branch agents up to date with updates and changes.

    Member Service Center Operations

    • Thorough understanding of the following applications: phone system, Core System, Digital Banking, Bill Pay, Debit card management, Online account opening, Wire Origination, and Centrix DTS.
    • Responds to, investigates, and problem solves escalated member requests, questions, problems or complaints via telephone and internet and directs them to management for resolution when necessary.
    • Recommends areas of improvement in process and procedures of call center operations. Determines problem areas, revises Member Service Center procedures.
    • Coordinates with Head of Member Service Center to complete departmental schedules to ensure adequate coverage based on historical statistics, anticipated call and Member Service Center transaction volumes to ensure compliance with service goals.
    • Ongoing collaboration with Learning & Development to develop new and continuously improve retail learning processes and procedures with an emphasis on technology.

    Team Coaching & Leadership

    • Supervises, coaches, and motivates Member Service Center staff for maximum achievement of the department and individual goals, using open communication.
    • Supervises the Member Service Center staff responsibilities, ensuring staff is skilled to perform all necessary functions, including meeting or exceeding member satisfaction standards and assigned service goals.
    • Proactively identifies training opportunities, provides feedback and coaching to agents regarding adherence to call center metrics and established procedures and guidelines.
    • Assists the Head of Member Service Center with completing and delivering annual employee performance reviews.


    Key Behavioral Competencies

    Experience Oriented

    Demonstrates a consistently positive and constructive attitude. Listens to members, internal and external, with empathy and respect. Provides options, alternatives, and solutions to meet the member's and teammates’ needs. Provides recommendations to manager to improve the internal and external member experience. Is authentic and transparent in all interactions.


    Attention
    to Detail

    Ensures accuracy in documentation and data; organizes and maintains an appropriate system of records, as necessary. Maintains high standards of accuracy despite pressing deadlines, considers excellence a fundamental priority.


    Collaboration

    Shares time, passion, and knowledge with others to ensure team success. Demonstrates awareness and respect of differences and appreciates and leverages the strength of others to accomplish goals. Listens to understand and respects the ideas of others even when differing from own. Promotes a high-trust, team-oriented environment within their workgroup and on projects that cross functional lines.


    Dependability

    Personally responsible; completes work in a timely, consistent manner; maintains a high degree of integrity; is committed to doing the best job possible; keeps commitments. Is honest, truthful and straightforward. Is regularly present and punctual; arrives prepared for work.


    Knowledge and Skills:

    • High school diploma or equivalent.
    • At least two years’ experience in financial services call center or related field.
    • Exhibits working knowledge of branch operations with strong organizational skills.
    • Ability to multitask.
    • Good oral and written communication skills.
    • Experience in Windows, Microsoft Office.

    ADA Requirements:

    Physical Requirements:

    • Perform primarily sedentary work with limited physical exertion and regularly lifting cash box of up to 10 lbs. and coin bags up to 30 lbs. on occasion.
    • Must be capable of climbing/descending stairs in emergency situation.
    • Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
    • Must be able to stand for long periods of time.
    • Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
    • Must be able to work extended hours whenever required or requested by management.
    • Must be capable of regular, reliable and timely attendance.

    Working Conditions:

    • Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

    Please note: This position is eligible to work in a hybrid format (partially remote, partially in office) after 6 months.

  • 1 Month Ago

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Call Center, Supervisor
  • sstar
  • River, MA FULL_TIME
  • Job Description: SUMMARY Manage daily operations of call center office and provide direct supervision to call center staff. $20.00 per hour to start. ESSENTIAL DUTIES AND RESPONSIBILITIES include the ...
  • 9 Days Ago

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Call Center Supervisor
  • SSTAR
  • Fall River, MA FULL_TIME
  • Job Description: SUMMARY Manage daily operations of call center office and provide direct supervision to call center staff. $20.00 per hour to start. ESSENTIAL DUTIES AND RESPONSIBILITIES include the ...
  • 13 Days Ago

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Center-Based Senior Clinical Supervisor
  • NEABA
  • River, MA FULL_TIME
  • Senior Clinical Supervisor, Center-Based The Stepping Stones Group is transforming the lives of children, families, and communities together through our exceptional therapeutic and behavioral health s...
  • 2 Days Ago

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Center-Based Senior Clinical Supervisor
  • The Stepping Stones Group
  • New Bedford, MA FULL_TIME
  • Senior Clinical Supervisor, Center-Based The Stepping Stones Group is transforming the lives of children, families, and communities together through our exceptional therapeutic and behavioral health s...
  • 5 Days Ago

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Center-Based Senior Clinical Supervisor
  • The Stepping Stones Group
  • River, MA FULL_TIME
  • Senior Clinical Supervisor, Center-Based The Stepping Stones Group is transforming the lives of children, families, and communities together through our exceptional therapeutic and behavioral health s...
  • 5 Days Ago

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0 Outbound Contact Center Supervisor jobs found in Fall River, MA area

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Director of Adult Services
  • The J Arthur Trudeau Memorial Center
  • Warwick, RI
  • As the Director of Adult Services, you will assist the Vice President with the leadership and direction of the agency's ...
  • 3/28/2024 12:00:00 AM

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Patient Home Draw Coordinator
  • Quest Diagnostics Incorporated
  • Stoughton, MA
  • Category Phlebotomy Location Stoughton, Massachusetts Job function Operations Job family Patient Services Shift Day Empl...
  • 3/28/2024 12:00:00 AM

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Travel Surgical Technologist - $2,236 per week
  • TRS Healthcare
  • Fall River, MA
  • Fusion Medical Staffing-Nursing is seeking a travel Surgical Technologist for a travel job in Fall River, Massachusetts....
  • 3/28/2024 12:00:00 AM

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Travel Cath Lab Technologist - $3,031 per week
  • Fusion Medical Staffing-cath Lab
  • Fall River, MA
  • Job Description Fusion Medical Staffing-Cath Lab is seeking a travel Cath Lab Technologist for a travel job in Fall Rive...
  • 3/28/2024 12:00:00 AM

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Call Center Representative ($22/hr)
  • Company Confidential
  • Fairhaven, MA
  • Job Description Job Description Call Center for Primary Care Office looking for candidate with call center/healthcare ex...
  • 3/26/2024 12:00:00 AM

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Per Diem Patient Services Coordinator - Quincy Specialty Center
  • Beth Israel Lahey Health
  • Quincy, MA
  • **When you join the growing BILH team, you're not just taking a job, youre making a difference in peoples lives.** **Job...
  • 3/26/2024 12:00:00 AM

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Assistant Director of Adult Services
  • Newport Mental Health
  • Middletown, RI
  • Job Description Job Description WHO WE ARE… Newport Mental Health (NMH) is a progressive high-energy organization that u...
  • 3/25/2024 12:00:00 AM

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House Placement Specialist
  • High Point Treatment Center, Inc.
  • Fall River, MA
  • House Placement Specialist - $1,000 Sign on Bonus Eligible Program & Location: Fall River Scattered Site/ Fall River Edu...
  • 3/25/2024 12:00:00 AM

According to the United States Census Bureau, the city has a total area of 40.2 square miles (104.2 km2), of which 33.1 square miles (85.8 km2) is land and 7.1 square miles (18.4 km2), or 17.68%, is water. Water power from the Quequechan River and natural granite helped form and shape Fall River into the city it is today. Fall River granite is quarried here. The Quequechan River once flowed through downtown unrestricted, providing water power for the mills and, in the last 1⁄2 mile (0.8 km) of its length, down a series of eight steep waterfalls falling 128 feet (39 m) into the Taunton River at...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Outbound Contact Center Supervisor jobs
$43,273 to $65,973
Fall River, Massachusetts area prices
were up 1.6% from a year ago

Outbound Contact Center Supervisor in Lafayette, LA
All employees are part of one team and all supervisors are supes of that team.
February 13, 2020