Outbound Contact Center Manager manages outbound call center operations and agents that sell products or services to new and existing customers. Develops standards and monitors metrics and targets for call volume, sales, and timeliness. Being an Outbound Contact Center Manager implements sales and product training to ensure staff is updated on product and service offerings and upsell techniques. Sets and communicates operational policies and procedures. Additionally, Outbound Contact Center Manager may require a bachelor's degree. Typically reports to a director. The Outbound 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 Outbound 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)
Position Description:
The Contact Center Manager’s key responsibilities will be to focus on digital communication strategies related to the firm’s collection efforts. This position will also oversee a team of 8-10 agents.
The primary objective of this role is to work with IT and outside vendors to develop a consumer friendly website, compliant email and SMS communications, chat-bots and digital settlement tools to engage borrowers, improve collection efforts, meet or exceed client targets and enhance the customer experience.
Key Responsibilities:
Develop and implement advanced multi-channel communication strategies for collections
Stay updated on emerging technologies and trends in communication to keep the collections process cutting-edge
Manager of Call Center; recruiting, training and managing a team of contact center agents and Assistant Manager.
Develop a team of digital agents and analysts to assure best in class compliance and consumer-facing communication.
Provide input and analytics to support proposed performance targets and provide guidance to achieve goals defined
Identify and evaluate new communication tools and platforms that can improve collections and integrate with firms current collection system.
Implement and integrate advanced technologies to streamline communication processes while working closely with internal and external technology teams as needed
Utilize data analytics and reporting tools to monitor performance and identify areas for improvement.
Develop and maintain key performance indicators (KPIs) for the collections team.
Ensure that all communication strategies adhere to legal and regulatory requirements, including fair debt collection practices.
Focus on enhancing borrower experience by offering tailored communication options and providing timely, useful information.
Collaborate with third-party service providers to optimize the utilization of communication tools and technologies.
Keep the collections team up to date with the latest technologies, compliance guidelines, and best practices.
Foster a culture of continuous learning and improvement.
· Proven experience in collections management and familiarity with the latest communication technologies. Prior Email and SMS experience is required.
· Strong leadership and team management skills.
· 3-5 years experience in call center management / strategies
· JST experience a plus
· Proficiency in data analysis and reporting.
· Excellent communication and interpersonal skills.
· Knowledge of legal and regulatory requirements in the collections industry.
· Tech-savvy, with a keen interest in exploring and implementing cutting-edge communication tools.
· Problem-solving abilities and adaptability to evolving industry trends.
Job Type: Full-time
Pay: $50,000.00 - $70,000.00 per year
Benefits:
Work Location: In person
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