Inbound Contact Center Manager jobs in North Carolina
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)
Recently Added Inbound Contact Center Manager jobs
Contact Center Manager
- Fort Liberty Federal Credit Union
-
Liberty, NC
FULL_TIME
-
Contact Center Manager
Purpose:Provides quality sales and service to members through effective, efficient, and motivational leadership for the Contact Center's employees. Responsible for supervising, planning, organizing, coordinating, coaching, and managing all aspects of the Contact Center to ensure achieving goals and objectives. Coordinates with SVP Member to ensure staff is trained and adheres to all policies and procedures.Primary Duties and Responsibilities:- Responsible for sales, service, and operations of the Contact Center.
- Effectively leads staff to achieve stated duties, assignments, and department goals while supporting the Credit Union's mission.
- Serves as a primary escalation point for resolving member issues related to products and services.
- Effectively leads the sales function of the contact center and ensures staff achieves stated duties and goals. Motivates and trains staff to cross-sell products and services based on member needs.
- Ensures adequate staffing and schedule adherence to handle the calls, digital, and chat volume within service standards.
- Participates in recruiting, interviewing, and hiring of contact center staff.
- Provides sufficient staff training and ensures performance of job duties according to expectations, policies, and procedures.
- Regularly observes and scores staff performance through side-by-side and recorded evaluations. Provides appropriate coaching and initiates corrective action as necessary.
- Evaluate performance with key metrics (call waiting, not-ready-time, on-hold time, etc.)
- Effectively supervises and directs staff and/or resources to meet department goals.
- Maintains sufficient knowledge of and complies with organizational policies.
- Prepares performance reports by collecting, analyzing, and summarizing data and trends. Determines and takes appropriate action when needed.
- Evaluate and complete performance evaluations.
- Responsible for creating job aids pertaining to the contact center.
- recognizing the need for and development of new services or changes in existing services.
Other Duties and Responsibilities:- Participates and contributes toward identifying and evaluating state-of-the-art technologies that support and/or improve member experience.
- Contributes to the development and implementation of organizational strategic plans.
- Maintains professional and technical knowledge of emerging trends in Contact Center operations by attending educational workshops, reviewing professional publications, and participating in professional societies.
- Performs other functions as required by management
Minimum Qualifications:To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the minimum level of knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.Education and Training:- 2-year college degree or completion of specialized courses at a business or trade school.
- On an annual basis, is required to complete mandatory Bank Secrecy Act, OFAC, and Red Flag Identity Theft training.
Prior Experience:- 5 years of Credit Union or Banking experience with at least 2 years of supervisory or management experience, preferably in a financial institution's contact center.
Interpersonal Skills:A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing, or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.Other Special Skills and Abilities:- Strong verbal and written communication skills with the ability to communicate effectively with all levels of the organization.
- Positive and patient individual.
- Ability to resolve and de-escalate member product and service-related issues.
- Proficient in all aspects of CU operations, products, and services.
- Working knowledge of NCUA and other applicable federal/state regulations.
Physical Demands:The need for physical stamina is low to moderate.Working Conditions:Minimal adverse working conditions. Some fluctuations in temperature experienced in office setting. May need to work beyond normal working hours, pending organization needs. - 1 Day Ago
Contact Center Manager - 3624
- Coastal Credit Union
-
Raleigh, NC
FULL_TIME
- Job Title: Contact Center Manager Position Location: Raleigh, NC Your impact: As Coastal's Contact Center Manager, you'll have the opportunity to use your leadership and management skills to oversee t...
- 3 Days Ago
Contact Center Manager
- Coastal Credit Union
-
Raleigh, NC
FULL_TIME
- Job Title: Contact Center Manager Position Location: Raleigh, NC Your impact: As Coastal's Contact Center Manager, you'll have the opportunity to use your leadership and management skills to oversee t...
- 26 Days Ago
Contact center
- Victra
-
Winterville, NC
FULL_TIME
- Why Join VICTRA Victra is the largest Verizon authorized retailer in the United States. Our mission is to connect people to life changing technologies that help change the world. Our credo, Every Gues...
- 26 Days Ago
Contact Center Intake Coordinator
- Gentiva
-
Mooresville, NC
PART_TIME
- Our Company Gentiva is an industry leader in hospice, palliative and personal home care. Our place is by the side of those who need us, offering physical, spiritual and emotional support to patients a...
- 12 Days Ago
Contact Center Associate
- Fort Bragg Federal Credit Union
-
Liberty, NC
FULL_TIME
- Highly competitive compensation package offered Stay Bonus offered for select positions. ONSITE POSITION Purpose: Working within the Contact Center, provides internal and external member service to al...
- 15 Days Ago
Inbound Contact Center Manager jobs at Popular Companies
Sr. Contact Center Manager
- Americor
-
- At Americor, we've assembled a team of like-minded individuals deeply committed to addressing the debt crisis in the Uni...
- 4/18/2024 12:00:00 AM
Contact Center Manager
- Stanford Federal Credit Union
-
Palo Alto, CA
- Job Description Job Description Member Care Team Manager Opportunity at Stanford Federal Credit Union! We’re on a missio...
- 4/18/2024 12:00:00 AM
Contact Center Manager I
- Wsfs Bank
-
Newark, DE
- Job Description WSFS Bank is currently seeking a Contact Center Manager I The Contact Center Manager I will provide lead...
- 4/18/2024 12:00:00 AM
Call Center Manager
- LHH
-
Richmond, VA
- Location: Richmond, VA Position Overview: LHH is seeking 15 highly skilled and experienced Call Center Managers to lead ...
- 4/18/2024 12:00:00 AM
Contact Center Manager
- The Franklin Institute
-
Philadelphia, PA
- Job Description Job Description The Franklin Institute, the most visited museum in the Commonwealth of Pennsylvania, str...
- 4/16/2024 12:00:00 AM
Call Center Manager
- Stevendouglas
-
Decatur, AL
- My client, a growing healthcare technology company, is seeking a Call Center Manager for its high-volume environment. Th...
- 4/16/2024 12:00:00 AM
Call Center Manager
- The Call Center Network
-
Kent, WA
- Job Description Job Description ******This job will be located in Portland, OR surrounding area****** Rapidly growing, s...
- 4/15/2024 12:00:00 AM
Call Center Manager
- Vertex Service Partners
-
Tavares, FL
- Job Title: Call Center Manager Location: Tavares, Florida Company: Eustis Roofing Company Job Description: Eustis Roofin...
- 4/15/2024 12:00:00 AM
About North Carolina
North Carolina (/ˌkærəˈlaɪnə/ (listen)) is a state in the southeastern region of the United States. It borders South Carolina and Georgia to the south, Tennessee to the west, Virginia to the north, and the Atlantic Ocean to the east. North Carolina is the 28th-most extensive and the 9th-most populous of the U.S. states. The state is divided into 100 counties. The capital is Raleigh, which along with Durham and Chapel Hill is home to the largest research park in the United States (Research Triangle Park). The most populous municipality is Charlotte, which is the second-largest banking center in...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Inbound Contact Center Manager jobs
$83,461 to $119,826
Most Popular Cities in North Carolina for Inbound Contact Center Manager Jobs
What does an Inbound Contact Center Manager do?
Inbound Contact Center Manager in Altus, OK
When customers call a business on the phone for support, the call center is where they land.
December 29, 2019
Inbound Contact Center Manager in High Point, NC
Having a good coaching program in place is vital to success in improving efficiency. Make sure your call center software includes a coaching and monitoring tool.
January 01, 2020
Inbound Contact Center Manager in Columbus, GA
Traditional call centers are the heart of customer service for many businesses.
February 11, 2020