Inbound Contact Center Manager jobs in Providence, RI

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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Manager Contact Center Workforce Management
  • Blue Cross & Blue Shield of Rhode Island
  • Providence, RI FULL_TIME
  • Please email hr_business_partners@bcbsri.org if you are a candidate seeking a reasonable accommodation for the application and/or interview process.

    Schedule: Remote / Hybrid
    Compensation: $90,500 - $135,700

    Jump into the new world of health insurance:
    At Blue Cross & Blue Shield of Rhode Island (BCBSRI), our business is healthcare. But our focus is on improving lives. Be part of a team that is large enough to make a difference but small enough to be innovative. Work in a rapidly changing field. Take a chance to be creative. Move outside the status quo. Shape new ideas with the power of a national brand behind you.

    Join others who know diversity is strength:
    We appreciate and celebrate everything that makes us unique: age, national origin, citizenship status, perspectives, experiences, physical or mental disability, military status, race, ethnicity, religion, gender, sexual orientation, gender identity and/or expression. Our diversity strengthens us as an organization and helps us better serve an increasingly diverse Rhode Island population.

    Why this job matters:
    Oversee contact center workforce management (WFM) function for the Medicare Concierge team. Drive customer and employee experience within the contact center by forecasting volumes and staffing needs to support optimal staffing plans, scheduling, and the day-to-day responsibilities of overseeing the WFM analyst staff members. In an omni-channel setting, experience overseeing WFM systems and technology, agent adherence, real-time ACD management, reporting, identification of trends and implementation of strategies to maximize efficiency and customer satisfaction.

    What you will do:
    • Develop and implement WFM strategies to optimize staffing levels and achieve service level objectives in compliance with Centers for Medicare and Medicaid Services (CMS) regulations.
    • Maintain and utilize the WFM system in the contact center to generate forecasted call and agent staffing needs, future call volumes and tactical forecasts for scheduling.
    • Develop and maintain policies and procedures in partnership with contact center operations staff members to support scheduling, adherence monitoring, shift bid processes, intra-day and real-time adherence and service level monitoring practices.
    • Collaborate with other departments and stakeholders to ensure alignment of the BCBSRI and WFM goals against future marketing, product, projects, or service campaigns.
    • Oversee the implementation and adoption of WFM practices and methodologies along with new technologies, system, and/or reporting solutions to drive efficiency with the contact center.
    • Oversee contact center user acceptance testing (UAT) resources and SME participants for system platform integration, IVR, telephony or other IT projects that impact contact center technology and WFM.
    • Utilizes programming languages (SQL, Python, R) and tools such as Power BI to develop reporting solutions to track agent performance and ACD statistics within the contact center.
    • Responsible for department-level Risk and Compliance practices and reporting, including but not limited to CMS reporting. Ensure corrective actions plans are adequately designed and are closed in a timely manner.
    • Oversee the rewards and recognition programs, reporting, and scheduling/cadence for WFM engagement activities throughout the year.
    • Guide and mentor less experienced members of the team and orient new associates.
    • Remain aware of industry changes and/or trends in contact center and WFM technology.
    • Perform other duties as assigned.
    What you need to succeed:
    • A combination of education and related work experience
    • Advanced analytical skills, with the ability to interpret and synthesize complex data sets
    • Strategic and critical thinking skills
    • Strong business acumen and political savvy
    • Strong negotiation skills
    • Strong written and verbal communication skills
    • Strong problem solving skills
    • Ability to work effectively with a wide variety of people in individual and group settings
    • Strong organizing skills, with the ability to prioritize and respond to shifting deadlines
    • Strong time management skills
    • Ability to manage diverse and deadline-oriented workflow
    The extras:
    • College Degree in related field preferred (Quantitative Analysis, Mathematics, Data Science) or related field; or an equivalent combination of education and experience.
    • Three to five years of experience overseeing or leading a workforce management function and team.
    • Demonstrated experience producing data and workforce insights using programming languages (SQL, R, etc.) and reporting tools.
    • Five9 Community Workforce Management System
    • A.I./Machine Learning validation, testing and parameter tuning
    • Experience leading workshops and meetings comprised of managers from different departments
    • Established track record of analyzing and improving enterprise processes
    • Demonstrated experience with steering ROI analysis and identification of opportunity costs
    Location:
    BCBSRI is headquartered in downtown Providence, conveniently located near the train station and bus terminal. We actively support associate well-being and work/life balance and offer the following schedules, based on role:

    • In-office: onsite 5 days per week
    • Hybrid: onsite 2-4 days per week
    • Remote: onsite 0-1 days per week*.
    *-Permitted to reside in the following states, pending approval from the Human Resources Department: Arizona, Florida, Georgia, Louisiana, North Carolina, Oklahoma, South Carolina, Texas, Rhode Island, Massachusetts, Connecticut and Virginia

    At Blue Cross & Blue Shield of Rhode Island (BCBSRI), diversity and inclusion are central to our core values and strengthen our ability to meet the challenges of today's healthcare industry. BCBSRI is an equal opportunity, affirmative action employer. We provide equal opportunities without regard to race, color, religion, gender, age, national origin, disability, veteran status, sexual orientation, genetic information and gender identity or expression.
    The law requires an employer to post notices describing the Federal laws prohibiting job discrimination based on race, color, sex, national origin, religion, age, equal pay, disability, veteran status, sexual orientation, and genetic information and gender identity or expression. Please visit https://www.eeoc.gov/employers/eeo-law-poster to view the "EEO is the Law" poster.
  • 19 Days Ago
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Contact center
  • Axelon Services Corporation
  • Johnston, RI FULL_TIME
  • Job Title : Contact Center - Education Finance (Hybrid) Location : Johnston, RI Hours : 10 AM - 7 : 30 PM Pay : 20 / hr Job Description : This department handles incoming calls in regards to Education...
  • Just Posted
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Contact Center Lead
  • Rhode Island Blood Center
  • Providence, RI FULL_TIME
  • Overview In 1979, the Rhode Island Blood Center was established by the hospitals in Rhode Island as a private, not for profit agency to collect, test, and distribute blood products. Today, the Rhode B...
  • 6 Days Ago
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Call Center Contact Associate
  • The Miriam Hospital
  • Providence, RI PART_TIME
  • Summary: Under the general supervision of the Contact Center Supervisor and following established policies and procedures performs Contact Center tasks for all Lifespan Affiliates using computer telep...
  • 15 Days Ago
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Contact Center- Education Finance
  • Software Galaxy Systems, LLC
  • Johnston, RI FULL_TIME
  • Hours and Work Schedule 1-2week full training at 8:30-5 full onsite. Schedule with be between 10am-7:30pm Monday – Friday and will be hybrid after training. Description: This department handles incomi...
  • 1 Month Ago
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Inside Sales Representative - Inbound Call Center
  • 2023 EVP Refresh
  • Lincoln, RI FULL_TIME
  • Inside Sales Representative-Inbound Call Center10 Amica Center Blvd, Lincoln, RI 02865 Your future is our business. Our office located in Lincoln, RI is seeking an Inside Sales Representative. This po...
  • 1 Day Ago
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0 Inbound Contact Center Manager jobs found in Providence, RI area

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Call Center Representative
  • Brown Medicine
  • Providence, RI
  • SUMMARY: Perform various functions in a heavy telephone call environment. Receive inbound calls and be able to politely ...
  • 4/26/2024 12:00:00 AM
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Customer Service Associate
  • RI Temps, Inc.
  • Providence, RI
  • Job Description Job Description Job Title: Customer Service Representative Industry: Wireless Equipment Position Summary...
  • 4/25/2024 12:00:00 AM
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Call Center Manager
  • RIHI "The Home Improvement Specialist"
  • Warwick, RI
  • Job Description Job Description An Industry Leader with well-established success in the specialty home improvement busin...
  • 4/25/2024 12:00:00 AM
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Call Center Manager
  • RIHI "The Home Improvement Specialist"
  • Wrentham, MA
  • Job Description Job Description An Industry Leader with well-established success in the specialty home improvement busin...
  • 4/25/2024 12:00:00 AM
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Program Manager - Call Center Patient Support Services - Remote
  • IQVIA, Inc.
  • Northborough, MA
  • **The purpose of this posting is to build up our database with candidates who have a skill set that meet the requirement...
  • 4/25/2024 12:00:00 AM
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Lead Generation Call Representative - MA
  • Payroc
  • Foxboro, MA
  • Job Description Lead Generation Call Representative Reports To Call Center Manager Job Purpose Payroc is looking to fill...
  • 4/24/2024 12:00:00 AM
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Bilingual Call Center Representative
  • LanceSoft
  • Pawtucket, RI
  • Title: Bilingual Call Center Representative Location: Fully Remote (Candidate should be from Rhode Island, Massachusetts...
  • 4/23/2024 12:00:00 AM
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Member Service Representative I - Navigant Credit Union
  • Navigant Credit Union
  • Providence, RI
  • Job Description Job Description Skills for Rhode Islands Future is recruiting candidates forNavigant Credit Union. Pleas...
  • 4/22/2024 12:00:00 AM
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About Providence, Rhode Island

The Providence city limits enclose a small geographical region with a total area of 20.5 square miles (53 km2); 18.5 square miles (48 km2) of it is land and the remaining 2.1 square miles (5.4 km2) is water (roughly 10%). Providence is located at the head of Narragansett Bay, with the Providence River running into the bay through the center of the city, formed by the confluence of the Moshassuck and Woonasquatucket Rivers. The Waterplace Park amphitheater and riverwalks line the river's banks through downtown. Providence is one of many cities claimed to be founded on seven hills like Rome. The...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Inbound Contact Center Manager jobs
$91,199 to $130,935
Providence, Rhode Island area prices
were up 1.6% from a year ago
View detail

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