Inbound Contact Center Manager jobs in Tampa, FL
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
Provider Networks Contact Center Manager
- Paradigm
-
Tampa, FL
FULL_TIME
- SUMMARY: Responsible for Contact Center activities and team management. Responsible for overseeing and managing the daily operations of the Contact Center. The Contact Center Manager will ensure that the team consistently delivers high-quality service to our customers, meets performance targets, and maintains a positive and productive work environment in a variety of functions, such as inbound provider calls, outbound calls to providers, voicemails, and e-mail queue management. Seeking a candidate with strong contact center/call center management and supervisory experience. DUTIES AND RESPONSIBILITIES: Provide leadership and guidance to the Contact Center team, including supervisors and agents. Oversee daily call center operations to ensure smooth workflow and optimal resource utilization. Manage staffing levels, scheduling, and resource allocation to ensure adequate coverage and optimal utilization of resources across multiple queues. Utilizing workforce management techniques, forecast staffing needs and adjust schedules as necessary to meet demand. Responsible for auditing and approving timesheets, and monitoring and holding team accountable for attendance. Establish, track, analyze, and report on key performance indicators (KPIs) to measure team performance and identify areas for improvement. Develop and implement strategies and initiatives to optimize efficiency, productivity, and customer satisfaction. Collaborate with cross-functional teams to optimize contact center processes and enhance customer/client satisfaction. Implement performance improvement plans when necessary and track progress. Establish and maintain quality assurance standards to ensure that customer interactions meet or exceed company standards. Participate in and/or conduct regular quality assurance assessments on customer interactions to ensure adherence to company policies and procedures. Provide coaching and feedback to team members to enhance their quality, skills, and performance. Develop and implement training programs to onboard new team members and enhance the skills of existing staff. Identify and address training needs based on performance gaps. Assist Contact Center in answering phone calls during excessively high periods of volume. Perform additional support functions as needed. Responsible for complying with Paradigm IT security requirement and policies. Responsible for safeguarding Paradigm or Paradigm related IT passwords. Responsible for notifying Paradigm of any IT security incidents per policy 16.0 Information Security Incident Management. SUPERVISORY RESPONSIBILITIES: Mentor, train, and supervise team members directly and indirectly, review their work and provide effective constructive feedback. Ensure all team members understand, are trained in, and comply with Paradigm’s security requirements and policies. Ensure all team members have the minimum level of IT system access required to effectively complete their Paradigm responsibilities. QUALIFICATION REQUIREMENTS: To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Training: Bachelor’s degree in a related field (e.g., Health Care Administration, Business, or Science) preferred. Commensurate experience may be considered in lieu of a completed bachelor’s degree. Experience: At least 5 years in as a manager/supervisor in a high-volume call center environment. Workers Compensation or Healthcare experience preferred, though not required. Skills: Excellent communication skills, verbal and written. Excellent organizational and prioritization skills, with ability to multi-task; strong problem solving and decision-making skills. Equipment/Machinery: Excellent computer skills (e.g., Outlook, Teams, to be trained on proprietary software); standard office equipment including phones, scanners, fax, laptop/PC, copiers, various computer programs, etc. Proficient in contact center software and telephony systems. Able to cooperate and work cohesively with all co-workers, management, and external customers. Able to plan and complete job duties with minimal supervisory direction, utilize sound judgment, tact, diplomacy, and compassion in verbal and written communication. Ensure confidentiality of all data, including injured worker’s demographics, employee, and operations data. Able to complete requirements for in-service training, maintain acceptable attendance and appropriate dress code. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Activities: While performing the duties of this job, the employee is regularly required to reach with hands and arms, and to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand and walk. Weight Lifted/Force Exerted: The employee's job does not require weight to be lifted greater than 20 pounds. Vision Requirements: Specific vision abilities required by this job include close vision and the ability to adjust focus. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Environment Conditions – Office environment with office level ambient noise and conditions. While performing the duties of this job, the employee does not work in wet or humid conditions (non-weather), work near moving mechanical parts, work in high, precarious places, endure outdoor weather conditions or endure extreme cold or heat (non-weather). Noise Level – Will be low to moderate noise found in typical office environments.
- 1 Day Ago
Contact Center Supervisor
- TruGreen Limited Partnership
-
Tampa, FL
FULL_TIME
- 100924 6302 E Dr Martin Luther King Jr Blvd, Tampa, Florida 33619 TruGreen accepts applications on an ongoing basis. Job Description TruGreen is committed to providing personalized attention for our a...
- 18 Days Ago
Contact Center Supervisor
- TruGreen
-
Tampa, FL
FULL_TIME
- R213801009246302 E Dr Martin Luther King Jr Blvd, Tampa, Florida 33619TruGreen accepts applications on an ongoing basis. Job Description TruGreen is committed to providing personalized attention for o...
- 1 Day Ago
Financial Contact Center Representative
- MCI Military Recruitment
-
Tampa, FL
FULL_TIME
- POSITION OVERVIEW CUSTOMER SERVICE REPRESENTATIVE SUPPORTING THE FINANCIAL SERVICES SECTOR We are hiring customer service representative to support inbound and outbound customer service projects for F...
- 4 Days Ago
Financial Contact Center Representative
- MCI Careers
-
Tampa, FL
FULL_TIME
- LOCATIONTampa, FL JOB TYPEFull-Time & Part-Time PAY TYPESHourly Bonus SALARY$13.50 - $15.00 / hour BENEFITS & PERKSLOCAL REPRESENTATIVE: Paid Training, Paid Time Off, Medical, Dental, Vision, Life Ins...
- 6 Days Ago
Financial Contact Center Representative
- ValorVIP
-
Tampa, FL
OTHER
- POSITION OVERVIEW CUSTOMER SERVICE REPRESENTATIVE SUPPORTING THE FINANCIAL SERVICES SECTOR We are hiring customer service representative to support inbound and outbound customer service projects for F...
- 6 Days Ago
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0 Inbound Contact Center Manager jobs found in Tampa, FL area
Spanish Tolling Call Center Representative (Entry-Level)
- MCI Jobs
-
Tampa, FL
- POSITION OVERVIEW: ENTRY LEVEL BILINGUAL CALL CENTER REPRESENTATIVE SUPPORTING TOLLING OPERATIONS We are looking for bil...
- 4/24/2024 12:00:00 AM
Bilingual Inbound Customer Service Representative (Tolling)
- ValorVIP
-
Tampa, FL
- POSITION OVERVIEW: BILINGUAL INBOUND CUSTOMER SERVICES REPRESENTATIVES SUPPORTING TOLLING OPERATIONS We are looking for ...
- 4/24/2024 12:00:00 AM
Inbound Toll Collections Processing Agent
- ValorVIP
-
Tampa, FL
- POSITION OVERVIEW: INBOUND CALL CENTER REPRESENTATIVE SUPPORTING TOLLING OPERATIONS We are looking for Customer Service ...
- 4/23/2024 12:00:00 AM
Bilingual Toll Customer Service Agent
- ValorVIP
-
Tampa, FL
- POSITION OVERVIEW: We are looking for Bilingual Customer Service Representatives to support inbound calls and walk-up cu...
- 4/22/2024 12:00:00 AM
Call Center Manager - LASIK Eye Center
- Medicalrecruiting.com
-
Saint Petersburg, FL
- Job Description Job Description Call Center Manager - LASIK Eye Center - St. Petersburg, FL Our ophthalmology practice s...
- 4/21/2024 12:00:00 AM
Bilingual Inbound Toll Collections Agent (Entry-Level)
- MCI Military Recruitment
-
Tampa, FL
- POSITION OVERVIEW: We are looking for Bilingual Customer Service Representatives to support inbound calls and walk-up cu...
- 4/21/2024 12:00:00 AM
Bilingual Bank Customer Services Representative
- ValorVIP
-
Tampa, FL
- POSITION OVERVIEW: BILINGUAL BANK CUSTOMER SERVICE AGENT SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS We are looking ...
- 4/20/2024 12:00:00 AM
Bilingual Bank Customer Services Representative
- MCI Military Recruitment
-
Tampa, FL
- POSITION OVERVIEW: BILINGUAL BANK CUSTOMER SERVICE AGENT SUPPORTING COMMERCIAL AND PUBLIC SECTOR CLIENTS We are looking ...
- 4/20/2024 12:00:00 AM
About Tampa, Florida
Tampa is a major city in, and the county seat of, Hillsborough County, Florida, United States. It is on the west coast of Florida on Tampa Bay, near the Gulf of Mexico, and is the largest city in the Tampa Bay Area. The bay's port is the largest in the state, near downtown's Channel District. Bayshore Boulevard runs along the bay, and is east of the historic Hyde Park neighborhood.
Today, Tampa is part of the metropolitan area most commonly referred to as the "Tampa Bay Area". For U.S. Census purposes, Tampa is part of the Tampa-St. Petersburg-Clearwater, Florida Metropolitan Statistical Area....
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Inbound Contact Center Manager jobs
$82,418 to $118,328
Tampa, Florida area prices
were up 1.1% from a year ago
were up 1.1% from a year ago
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