Inbound Contact Center Manager jobs in Cleveland, OH

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

M
Sleep Contact Center, CSR
  • Medical Service Company
  • Cleveland, OH FULL_TIME
  • MEDICAL SERVICE COMPANY is a family owned and operated durable medical equipment and respiratory provider that's been in business for 70 years!

    MSC is an 12-Time recipient of the prestigious NorthCoast 99 Award as a Top Workplace to work - 2023!
     
    MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US.
     
    In Addition, we are very proud to share that we have been awarded the distinguished honor of
    2021 - HME Provider of the Year! 
     
    We are hiring:  FULL TIME WITH BENEFITS!    APPLY TODAY! 
    • Competitive Pay
    • Advancement Opportunities
    • Medical, Dental & Vision Insurance
    • HSA Account w/Company Contribution
    • Pet Insurance
    • Company provided Life and AD&D insurance
    • Short-Term and Long-Term Disability
    • Tuition Reimbursement Program
    • Employee Assistance Program (EAP)
    • Employee Referral Bonus Program
    • 401k (with a matching program) / Roth IRA
    • Company Discounts
    • PayActive/On-Demand Pay 
    • Paid vacation, Sick Days, You Days and Holidays
    Our Sleep Contact Center Specialist  Responsible for incoming phone inquiries related to PAP therapy, scheduling appointments with respiratory therapists, and working to ensure excellent customer service.   
     
    Responsibilities and Duties:
     
    • Proficiency in company Enterprise System necessary to enter orders, research patient inquires and status updates for new equipment.
    • Handles inbound patient calls, utilizing listening skills to ensure patient’s needs and concerns regarding their equipment or services are addressed. Ensures that all requests are handled accurately and efficiently.
    • Communicate with patients and referrals regarding order status, delivery schedules, and any necessary documentation or information required.
    • Address patient inquiries, concerns, and provide appropriate support throughout the ordering process.
    • Verify insurance coverage and previous DME history as required.
    • Efficiently schedule appointments for patients, considering availability, urgency, and specific requirements.
    • Utilize the scheduling system to manage appointment calendars and optimize the booking process.
    • Streamline the appointment booking process to minimize wait times and maximize efficiency.
    • Schedule patients needing appointments with Respiratory Therapists (RT) for PAP set ups, mask refits, RT education, etc.
    • Quality insurance, disclose patient financial responsibility and collect method of payment as required by MSC protocol.
    • Communicate compliance requirements in first 90 days of PAP therapy to patient to ensure continued insurance coverage.
    • Identifies complimentary products that may benefit the patient while providing additional information about the equipment.
    • Contact appropriate parties to obtain any missing information as necessary.
    • Input patient information and orders into system as necessary.
    • Responsible for meeting metric standards set by Sleep Contact Center Manager to ensure success.
    • Excellent communication skills to interact with customers over the phone and provide support.
    • Displays patience, empathy, active listening and understanding to address customer concerns and inquiries.
    • Strong problem-solving skills to identify and resolve customer issues effectively.
    • Proficient in explaining complex technical information in a clear and understandable manner
    • Ability to accurately document patient and referral interactions, including issue descriptions, resolutions, and follow-up actions taken.
    • Knowledge of privacy and data protection regulations, such as the Health Insurance Portability and Accountability Act (HIPAA).
    • Ability to work effectively as part of a team, collaborating with other call center specialists, technicians, and healthcare professionals.
    • Willingness to share knowledge and support colleagues when needed.
    • Strong organizational skills to handle multiple customer inquiries and tasks simultaneously.
    • Ability to prioritize and manage time effectively to meet service level agreements and response time targets.
    • Perform other duties as assigned.
     
     
    Qualifications:
    Education: Graduate of an accredited high school.
     
    Experience/Knowledge/Skills/Physical Requirements:
     
    • Minimum of 1 year of progressively responsible customer service experience.
    • Customer oriented with excellent oral and written communication skills
    • Pleasant personality with excellent phone and interpersonal and organizational skills (a team player)
    • Ability to organize and coordinate multiple tasks
    • Self Motivated/ Team Player
    • Works well independently and in a fast paced environment
    *** Starting no less than $16.70 per hour
     

  • 1 Day Ago
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F
Member Contact Center Representative
  • Firefighters Community Credit Union
  • Cleveland, OH FULL_TIME
  • Our Opportunity We're hiring a full-time Member Contact Center Representative to join our growing team! This position is located at our Member Contact Center on St. Clair Ave, Cleveland, OH, 44114. Id...
  • 16 Days Ago
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V
Business Analyst - Contact Center
  • Ventures Unlimited Inc.
  • Cleveland, OH FULL_TIME
  • Company DescriptionVUI since 2004 has been helping clients improve their business, environmental and social performance. We do this by applying innovative processes, market intelligence and fresh thin...
  • 1 Month Ago
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M
Supervisor PBX - Contact Center
  • METROHEALTH SOUTH CAMPUS
  • Cleveland, OH FULL_TIME
  • Location: MetroHealth Old Brooklyn Campus Biweekly Hours: 80.00 Shift: 8:00a - 4:30p The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of co...
  • 1 Month Ago
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J
Contact Center Agent ( Evening and or Weekends)
  • Joyce Factory Direct Company
  • Berea, OH FULL_TIME
  • New State-of-the-Art Call Center! Are you a dynamic and motivated individual with excellent communication skills? Are you passionate about the home remodeling industry? If so, we have an exciting oppo...
  • 15 Days Ago
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C
Contact Center Support Operator II
  • Cleveland Clinic
  • Cleveland, OH FULL_TIME
  • Join Cleveland Clinic’s Fairview Hospital where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Fairview Hospital has been recogn...
  • 16 Days Ago
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0 Inbound Contact Center Manager jobs found in Cleveland, OH area

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Customer Service Trainees (1 ATSI identified role) - Newcastle
  • Year 13 Pty Ltd
  • Independence, OH
  • A 5-Star Disability Employment Service and disability service organisation that has been providing support to the Greate...
  • 4/16/2024 12:00:00 AM
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W
Pharmacy Customer Service Associate
  • WALGREENS
  • Cleveland, OH
  • Models and delivers a distinctive and delightful customer experience. Registers sales on assigned cash register, provide...
  • 4/15/2024 12:00:00 AM
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S
Supervisor, Call Center
  • Senior Transportation Connection
  • Cleveland, OH
  • Job Description Job Description PLEASE READ THIS DESCRIPTION THOROUGHLY. INTERESTED APPLICANTS MUST SUBMIT A COVER LETTE...
  • 4/14/2024 12:00:00 AM
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H
Customer Service Representative
  • Healthcare Outsourcing Network, LLC
  • Cleveland, OH
  • Job Description Job Description We are a company located in Wheat Ridge, Colorado with clients around the United States,...
  • 4/14/2024 12:00:00 AM
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W
Greeter
  • Walmart
  • Cleveland, OH
  • **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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W
Greeter
  • Walmart
  • Independence, OH
  • **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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A
Call Center Team Lead
  • Amsdell Companies
  • Cleveland, OH
  • Job Description Job Description Cleveland Based Amsdell Companies/Compass Self-Storage is a growing self-storage company...
  • 4/12/2024 12:00:00 AM
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A
Outbound Call Representative - 3 Needed - Short-term - NW
  • Area Temps, Inc.
  • Cleveland, OH
  • Job Description Job Description A management company is seeking individuals to make outbound phone calls to people on a ...
  • 4/12/2024 12:00:00 AM
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About Cleveland, Ohio

Cleveland (/ˈkliːvlənd/ KLEEV-lənd) is a major city in the U.S. state of Ohio, and the county seat of Cuyahoga County. The city proper has a population of 385,525, making it the 51st-largest city in the United States, and the second-largest city in Ohio. Greater Cleveland is ranked as the 32nd-largest metropolitan area in the U.S., with 2,055,612 people in 2016. The city anchors the Cleveland–Akron–Canton Combined Statistical Area, which had a population of 3,515,646 in 2010 and is ranked 15th in the United States. The city is located on the southern shore of Lake Erie, approximately 60 miles ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Inbound Contact Center Manager jobs
$85,374 to $122,572
Cleveland, Ohio area prices
were up 1.6% from a year ago
View detail

What does an Inbound Contact Center Manager do?

Inbound Contact Center Manager in Columbus, GA
Traditional call centers are the heart of customer service for many businesses.
February 11, 2020
Inbound Contact Center Manager in High Point, NC
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.
January 01, 2020
Inbound Contact Center Manager in Altus, OK
When customers call a business on the phone for support, the call center is where they land.
December 29, 2019