Outbound Contact Center Supervisor

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Outbound Contact Center Supervisor supervises outbound call center operations and agents that sell products or services to new and existing customers. Monitors metrics and targets for call volume, sales, and timeliness. Being an Outbound Contact Center Supervisor responds to escalated calls with remedies or solutions. Implements sales and product training to update staff on product and service offerings, upsell techniques, scripts, operational policies, and procedures. Additionally, Outbound Contact Center Supervisor prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. The Outbound Contact Center Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be an Outbound Contact Center Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision.