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)
If you work here, you belong here.
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.
Here, hierarchy doesn’t drive impact - all voices are sought out, heard, and respected. We are listeners, then doers.
Independent work is expected, but collaboration with compassionate accountability makes us all stronger. Working together, we all learn and grow.
What we offer
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.
MSC Technology Solutions
Member Service Center Operations
Team Coaching & Leadership
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.
Please note: This position is eligible to work in a hybrid format (partially remote, partially in office) after 6 months.
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