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)
As the leader of the global Billing and Retention call center teams, you will be working to execute a variety of programs dedicated to increasing customer engagement, customer retention and the overall reduction of churn. This role will support a range of programs that dive into specific areas of customer opportunity while also managing the daily operations of the phone team. As a manager, you will ensure programs are operating efficiently and close the loop on analysis and feedback. This is a highly cross functional role. This role requires someone who is curious, driven and a strong communicator. Knowledge of Constant Contact’s products and customers is a strong plus.
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