Inbound Contact Center Manager jobs in Baton Rouge, LA

Inbound Contact Center Manager manages inbound contact center agents and operations focusing on selling products or services. Develops standards and monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Manager implements sales and product training to ensure staff is updated on product and service offerings and standard customer response procedures. Sets and communicates operational policies and procedures. Additionally, Inbound Contact Center Manager may require a bachelor's degree. Typically reports to a director. The Inbound 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 Inbound 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)

Recently Added Inbound Contact Center Manager jobs

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Contact Center Specialist
  • Essential Credit Union
  • Baton Rouge, LA FULL_TIME
  • Contact Center Specialist 

    Position Purpose

    Responsible for explaining and cross selling Credit Union services and products to existing and potential members to establish account relationships. Responsible for responding to members requests, inquiries and/or problems relating to products, services, procedures applicable to both the depository and lending functions, and digital programs.

    Duties and Responsibilities:
    • Receive member telephone calls originated in the contact center queue.
    • Respond to members’ requests, inquiries, and problems.
    • Verify information with member prior to disconnecting any calls/contact.
    • Handle member contacts thoroughly and concisely.
    • Monitor call volume and seek assistance during periods of high volume.
    • Solve issues related to either depository or lending functions.
    • Create member service requests for the Fulfillment Agent.
    • Explain and cross sells Credit Union products and services to members and potential members.
    • Recognize and consider the needs of the members to provide a superior online experience.
    • Identify opportunities to strengthen members’ relationships through additional product and service offerings.
    • Execute teller transactions, account transactions and loan transactions in a timely and accurate manner.
    • Support Credit Union service initiatives such as online services.
    • Stay abreast of services and product knowledge to handle most inquiries with minimum supervision.
    • Maintain productivity log, member call back list, etc. according to expectations.
    • Notify the Contact Center Assistant Manager or Manager if a problem, dispute, or complaint cannot be resolved at Contact Center Agent level.
    • Maintain an open line of communications with Contact Center Manager and Assistant Manager on all member correspondence, outstanding issues, and department procedures.
    • Maintain written procedures for position.
    • Follow regulatory procedures in accordance with Federal and State Regulations
    • Perform quality work within deadlines, with or without direct supervision, while adhering to company attendance policies.
    • Knowledge of Bank Secrecy Act.
    • Knowledge of Reg CC holds.

    Major Accountabilities:
    • Receive member telephone calls originated in the contact center queue.
    • Respond to members’ requests, inquiries, and problems.
    • Verify information with member prior to disconnecting any calls/contact.
    • Monitor call volume and seek assistance during periods of high volume.
    • Create member service requests for the Fulfillment Agent.
    • Execute teller transactions, account transactions and loan transactions in a timely and accurate manner.
    NOTE:  THE LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE.  IT MAY BE SUPPLEMENTED AS NECESSARY FROM TIME TO TIME

    Job Specification

    High school diploma required and some college level preferred.


     Training Requirements:
    • Maintain working knowledge of Microsoft Office Products (word, excel, and office).
    • Use of desktop and laptop computers.
    • Working knowledge of other core systems.
    • Annual training to ensure compliance with NCUA requirements, rules, and regulations.

    Work Experience:
    • 1-2 years of previous experience in a financial institution setting.
    • Six (6) months credit union member service experience.

    Skills, Abilities, and Knowledge:
    • Ability to multi-task, write short correspondence, present information to the members, and cross sell Credit Union products and services.
    • Problem solving and solid decision-making ability.
    • Excellent written and verbal communication skills.

    Physical Requirements
    Perform primarily sedentary work on computer or laptop for an average of eight (8) hours per day. Must be capable of climbing/descending stairs in emergency situations. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

    Other Requirements
    Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on confidential matters.




     

  • 1 Month Ago
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Call Center Representative (Inbound)
  • DUDLEY DEBOSIER
  • Baton Rouge, LA FULL_TIME
  • Dudley DeBosier Injury Lawyers is a growing law firm with offices throughout Louisiana. We are seeking a motivated and customer-oriented individual to join our law firm as a Call Center Representative...
  • 18 Days Ago
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Part-Time Contact Center Representative (Remote)-Baton Rouge, LA
  • Pelican State Credit Union
  • Baton Rouge, LA PART_TIME
  • The role of the Part-Time Remote Contact Center Representative is to go above and beyond to meet the financial needs of our members. The ideal candidate is a go-getter who craves knowledge and growth ...
  • 25 Days Ago
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The Storage Center Associate Manager 8068
  • THE STORAGE CENTER
  • Port Allen, LA FULL_TIME
  • Store #8068, Port Allen As an Associate Manager, you will responsible for assisting the Store Manager in the day to day operations of the storage facility. This position provides the opportunity to a ...
  • Just Posted
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Category Manager - Center Store
  • Associated Grocers
  • Baton Rouge, LA FULL_TIME
  • Summary 🌟Ready to elevate your career? 🌟 Associated Grocers is the company for you! We're currently seeking a Center Store Category Manager to join our dynamic and expanding team. The Center Store C...
  • 15 Days Ago
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Control center manager
  • Entergy
  • Baton Rouge, LA FULL_TIME
  • Posting End Date : 04 / 21 / 2024 Work Place Flexibility : Onsite Legal Entity : Entergy Services, Inc.-ESI (OLD) Primary locations to be considered are Little Rock, AR, Jackson, MS, Baton Rouge, LA, ...
  • 10 Days Ago
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0 Inbound Contact Center Manager jobs found in Baton Rouge, LA area

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Customer Service Representative II - 2nd Shift
  • GXO Logistics, Inc.
  • Port Allen, LA
  • Logistics at full potential. At GXO, we're constantly looking for talented individuals at all levels who can deliver the...
  • 4/23/2024 12:00:00 AM
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Patient Access Rep - Gonzales - Full Time Days
  • Ochsner Health
  • Baton Rouge, LA
  • We've made a lot of progress since opening the doors in 1942, but one thing has never changed - our commitment to serve,...
  • 4/23/2024 12:00:00 AM
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HBS Banking and Business Blueprint Customer Care Professional (Overnight)
  • American Express
  • Baton Rouge, LA
  • **Description** **You Lead the Way. Weve Got Your Back.** With the right backing, people and businesses have the power t...
  • 4/21/2024 12:00:00 AM
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Director, Customer Service
  • Bcbsla
  • Baton Rouge, LA
  • Director, Customer Service Baton Rouge , Louisiana We take great strides to ensure our employees have the resources to l...
  • 4/20/2024 12:00:00 AM
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Customer Service Representative
  • Healthcare Outsourcing Network, LLC
  • Baton Rouge, LA
  • Job Description Job Description We are a company located in Wheat Ridge, Colorado with clients around the United States,...
  • 4/19/2024 12:00:00 AM
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Greeter
  • Walmart
  • Baton Rouge, LA
  • **Job Summary:** As a Greeter at Walmart, you will be the first point of contact for customers as they enter the store. ...
  • 4/19/2024 12:00:00 AM
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Client Services Associate
  • Veritext Legal Solutions
  • Baton Rouge, LA
  • Job Description Job Description Veritext is the global leader in legal litigation and deposition solutions providing the...
  • 4/19/2024 12:00:00 AM
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Customer Service / Inside Sales Specialist
  • VSP Technologies
  • Baton Rouge, LA
  • Job Type Full-time Description The Customer Support/Account Support Specialist is assigned to the Inside Sales Departmen...
  • 4/19/2024 12:00:00 AM
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About Baton Rouge, Louisiana

Baton Rouge (/ˌbætən ˈruːʒ/ BAT-ən ROOZH; from French bâton rouge [bɑtɔ̃ ʁuʒ] (listen), meaning 'red stick') is the capital of the U.S. state of Louisiana. Located on the eastern bank of the Mississippi River, it is the parish seat of East Baton Rouge Parish, the most populous parish in Louisiana. It is the 99th most populous city in the United States, and second-largest city in Louisiana after New Orleans. It is also the 16th most populous state capital. As of the U.S. Census Bureau's July 2017 estimate, Baton Rouge had a population of 227,549, down from 229,493 at the 2010 census. Baton Rou...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Inbound Contact Center Manager jobs
$82,592 to $118,578
Baton Rouge, Louisiana area prices
were up 1.2% from a year ago
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What does an Inbound Contact Center Manager do?

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Traditional call centers are the heart of customer service for many businesses.
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Having a good coaching program in place is vital to success in improving efficiency.  Make sure your call center software includes a coaching and monitoring tool.
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When customers call a business on the phone for support, the call center is where they land.
December 29, 2019