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)
MINIMUM QUALIFICATIONS REQUIRED:
High School Diploma/GED Certificate
Associates Degree preferred
1 year customer service experience
Payment processing experience preferred
Ability to communicate in the Navajo Language preferred.
Must be able to type 30 words per minute and pass a script reading test
Valid Driver's License (subject to motor vehicle record review).
JOB RESPONSIBILITIES AND PERFORMANCE OBJECTIVES:
Address basic customer issues such as general inquiries, non-technical questions, password recover, website navigation assistance and basic how-to questions.
Provides front-line and first tier responses to customer inquiries. Follows-up and ensures that customer issues are handled effectively.
Answers phone calls and emails, ascertains the nature of the request and responds and resolves.
Manages large amounts of inbound calls in a timely and efficient manner while maintaining a high level of customer satisfaction.
Builds sustainable relationships and engage customers by going the extra mile.
Identified customers' needs, clarify information, research every issue and provide solution and/or alternative to customer needs.
Routes calls to appropriate resource within NTUA based on defined operational processes.
Meets personal/team qualitative and quantitative targets.
Completes call logs where available.
Keeps records and documentation of customer interactions or transactions, including detail of inquiries, complaints, or comments and actions taken to resolve.
Maintains records in accordance with established policies and procedures and audit guidelines.
Performs other duties as assigned.
This announcement will close on Sunday, March 31, 2024, visit www.ntua.com to apply. The online NTUA Employment Application must be completed for consideration. If you have any questions, please call NTUA Human Resources @ (928) 729-6252.
Navajo Preference
Navajo Veteran Preference
This institution is an equal opportunity provider and employer.
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