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)
Kelly Services, Inc. is a Fortune 500 company headquartered in Troy, Mich., providing employment to more than 700,000 employees annually, with skills including office services, accounting, engineering, information technology, law, science, marketing, light industrial, education, health care and home care. Kelly Services is an Equal Opportunity Employer.
Answers inbound customer calls
Researches and solves general billing issues
Handles customer requests that come through mail and emails
Identifies whether customer calls should be forwarded to appropriate staff and completes call transfer, if necessary
Responsible for completing multiple paperwork forms to resolve customer issues.
Generates customer letters in response to customer queries
Recognizes, documents, and alerts Team Leaders and Supervisors of customer contact trends.
Participates in department and company meetings.
Experience with Microsoft Office Excel/Word/PowerPoint is preferred
Other duties assigned.
High School Diploma
1 years Customer Service Experience
Prior experience in an administrative function
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