The Outbound Call Center Manager implements and reviews contact center outbound policies and procedures. Manages and directs all aspects of outbound contact center operations. Being an Outbound Call Center Manager is responsible for staff recruiting, performance evaluation, training, and development. Oversee the outbound interactions and workflow to ensure that performance standards and sales target are met. In addition, Outbound Call Center Manager requires a bachelor's degree. Typically reports to top management. The Outbound Call Center Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. Capable of resolving escalated issues arising from operations and requiring coordination with other departments. Working as an Outbound Call Center Manager typically requires 3+ years of managerial experience. (Copyright 2024 Salary.com)
Job Title: Assistant Fleet Call Center Manager
Department: Customer Service
Job Summary:
We are seeking a dynamic and versatile Administrative Clerk with basic accounting skills, call center experience, and little automotive knowledge to join our team. In this role, you will primarily assist with billings and reconciliation tasks while providing support to our call center agents. The ideal candidate is detail-oriented, customer-focused, possesses a basic understanding of accounting principles, and has a passion for helping people. This position offers an opportunity to contribute to our administrative and customer service functions, significantly impacting our day-to-day operations.
Supervisory Responsibilities:
Assist with overseeing the daily activities of call center agents to ensure that best practices are maintained and performance targets are met
Compile and present performance reports for call center operations, highlighting key metrics and areas for improvement
Foster a positive work environment and promote team cohesion, morale, and motivation
Respond quickly to any technical or other systemic issues that arise, coordinating with relevant teams to restore normal service as quickly as possible
Develop training needs and ensure all staff receive adequate training and development
Duties/Responsibilities:
Assist with billings and reconciliation tasks, ensuring accuracy and timeliness
Process invoices, track payments, and resolve any discrepancies or issues related to billing
Maintain financial records, including accounts payable/receivable, and assist with basic financial reporting
Collaborate with the accounting team to ensure proper documentation and adherence to accounting procedures
Provide support to call center agents during peak call volumes or complex customer inquiries
Answer incoming calls, address customer inquiries, and provide exceptional customer service
Utilize automotive knowledge to provide accurate information and support to customers regarding products or services
Stay updated on industry trends, products, and services to assist customers better and provide informed recommendations
Assist in training and mentoring new call center agents, providing guidance and sharing automotive knowledge
Monitor call center performance and provide feedback to improve agent productivity and customer satisfaction
Collaborate with cross-functional teams to resolve customer issues or escalate when necessary
Assist in creating reports, presentations, and other documents related to billing, call center operations, and automotive support
Conduct data entry tasks accurately and efficiently
Support general administrative tasks, including filing, data entry, document management, and maintaining office
Closeout and upload work orders and other documents into the computerized maintenance management system
Help customers care for and maintain their vehicles
Take customer calls and provide accurate, satisfactory answers to their queries and concerns
De-escalate situations involving dissatisfied customers, offering patient assistance and support
Collaborate with other call center professionals to improve customer service
Set up service appointments that align with the customer and vendor schedules
Ensure on-time service is met, and address possible service issues with vendor performance
Maintain a high level of professionalism via multiple channels of communication, including emails, and phone conversations
Required Skills/Abilities:
Proficient in written and oral communication skills according to skill requirements
Possess strong computer skills, able to read, write, and comprehend written instructional documents
Ability to function well in a high-paced and, at times, stressful environment
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume
Ability to apply concepts of introductory algebra and geometry
Proficient Microsoft Office productivity suite
Education and Experience:
High school diploma or equivalent
At least two years of related experience required
Experience with basic computer programs for budgeting, scheduling, and report creation is important.
Automotive knowledge of two or more years preferred
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer
Occasional periods of prolonged exposure to loud noises
Ability to lift up to 25 pounds at times
Ability to stand, walk, and reach with arms and hands as necessary
Ability to hear and see position and safety requirement levels
Occasional exposure to elements such as heat, cold, noise, dust, dirt, and chemicals
Special Qualifications/Requirements:
Must be able to successfully pass as required a federal, state, or local government background investigation
Disclaimer:
The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time, or the scope of the job may change as necessitated by business demands.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
We maintain a drug-free workplace and perform pre-employment substance abuse testing.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Job Description last Updated: 06/13/2023
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