Inbound Contact Center Manager jobs in New Brunswick, NJ

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)

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Contact center manager
  • APN Consulting
  • Piscataway, NJ FULL_TIME
  • APN Consulting has an immediate need for a direct client requirement :

    Job Description

    Contact Center Supervisor (E2988) - (phone number removed)

    Piscataway NJ (Hybrid - 3 days )

    Description

    Job Summary

    The overall purpose of this position is to service CLIENT members, volunteers, customers, and direct reports with their CLIENT needs while delivering a high-satisfaction experience.

    The incumbent in this position is primarily responsible for overseeing the service experience, by conducting real-time quality monitoring and coaching, managing the workload distribution, handling service escalations, and staff development.

    The role typically reports to the Contact Center Sr. Manager and supervises 5-10 in-person, hybrid, and / or remote direct reports located in the US and / or Global offices.

    The incumbent is expected to be a reliable source to resolve inquiries and escalations efficiently and effectively. They will maintain high satisfaction scores, and first contact resolution experiences, manage and measure daily performance, forecast scheduling needs based on volume trends, and provide an environment fostering teamwork.

    They will serve as an appropriate role model in setting the standard for professional, personal, and technical knowledge and self-development.

    The incumbent is a self-motivator and looks for opportunities to develop staff, seek out training to add value to the agent's skills and collaborate with colleagues to provide a best-in-class member experience.

    The Supervisor will establish connections with CLIENT staff and vendors to build accessible, productive, and supportive relationships.

    This position works under minimal supervision and is expected to be able to manage their workload while ensuring they are supporting the members, volunteers, customers, and staff.

    This role requires experience and skills in multi-tasking, managing Contact Center operations, decision-making, meeting deadlines consistently, and time management skills.

    The Supervisor must be highly organized and strive for accuracy in the tasks and projects given.

    The CLIENT Contact Center Supervisor will work Monday Thursday, 9 : 00 am to 5 : 30 pm, and Friday, 8 : 00 am 4 : 30 pm Eastern Time, and possess the flexibility to cover our remote and Global staff as business needs dictate.

    Key Responsibilities

    Member Facing and Support

    Interacts with CLIENT members, volunteers, customers, and staff daily with a focus on providing excellent service and first-contact resolution

    Troubleshoots technical challenges and provides prompt and professional high-quality service and solutions

    Pro-actively responds to member and client inquiries on all channels when volume dictates, operating within the established metrics, and provides swift and accurate service at all times

    Operations

    Identifies and manages the day-to-day workload distribution throughout the shift

    Makes timely decisions under tight deadlines and communicates accordingly

    Works closely with staff to design an attainable plan to meet or exceed performance goals

    Interfaces with department management to communicate shift events, resolve escalated issues, maintain transparency, and ensure the management team is aware of events and issues

    Makes recommendations for policies and procedures to improve the member experience when the opportunities present themselves

    Takes a proactive approach and collaborates with management to ensure we are staffed appropriately for US and non-US holidays

    Collaborates with management to review the "Business Continuity Plan " every 6 months to ensure all updates are made and provided to staff

    Attends ongoing training to develop job skills, products / services knowledge, and Contact Center Skills

    Recommends process improvements for optimal service, participates on teams in support of the department objectives and other responsibilities as designated by the department

    Staff Management

    Conducts real-time and daily / weekly monitoring sessions and documents progress. Manage to maintain performance, identify improvements, and / or lost opportunities, and coach toward delivering an outstanding experience in every interaction

    Communicate volume drivers and all relevant "need to know information during daily huddles to ensure staff is prepared to assist the members

    Provide monthly / quarterly reports with "Voice of the Customer analysis driven by staff surveys, first contact resolution, and quality scores to present when requested

    Operates as a "Front Line Service Professional " by projecting professionalism, and being a role model and leader

    Counsels and supports staff's career path, training, and developmental needs accordingly. Ensure all training material and training sessions are kept up to date and the staff is fully trained consistently

    Oversees and coordinates the CLIENT Contact Center Outreach initiatives and ensures staff is trained to conduct outreach year over year

    Coordinates all support necessary for our business partners (vendors) related to fulfillment

    Qualifications

    Education

    Bachelor's degree or equivalent experience equivalent combination of education and experience will be considered

    Work Experience

    4-7 years supervisory experience in a high volume call center

    Skills and Requirements

    Ability to work with minimum supervision

    Must be experienced in people management and staff development

    Seeks out technical solutions to business challenges

    Strong knowledge of MS Office Applications (Word, Excel, PowerPoint, Access), Google Suite

    Intermediate to Advanced knowledge of internet browsers, email clients such as Google, technical troubleshooting skills

    Good understanding of Social Media

    Must be able to operate in a remote and electronic environment

    Must also be able to successfully operate the CLIENT Membership database system

    Must be able to present in a manner that is easily understood by individuals within the CLIENT and by highly educated individuals for whom English may be a second language.

    These stakeholders will be our customers who may include members of the CLIENT Board of Directors and its committees

    Excellent oral and written communications skills

    Strong organization skills

    Strong Analytical and technical skills

    Ability to manage multiple tasks simultaneously

    Experience servicing customers with diverse cultural backgrounds

    Ability to assume leadership role with staff

    Must have excellent communication skills with the ability to interact in a professional manner with all levels of staff, suppliers and volunteers

    Last updated : 2024-02-25

  • 28 Days Ago

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Contact Center Representative - Neptune
  • Hackensack Meridian Health
  • Neptune, NJ FULL_TIME
  • Overview: Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture r...
  • 18 Days Ago

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Contact Center Representative
  • Hackensack Meridian Health
  • Neptune, NJ FULL_TIME
  • Overview: Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture r...
  • 9 Days Ago

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Contact Center Representative - Neptune
  • HMH HOSPITALS CORPORATION
  • Neptune, NJ FULL_TIME
  • Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in c...
  • 17 Days Ago

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Contact Center Staff Administrator
  • Trinity Solar Careers
  • Wall, NJ OTHER
  • Job Details Job Location: Wall NJ Corporate Office - Wall, NJ Position Type: Full Time Salary Range: $25.00 - $26.00 Hourly Job Category: Administration DescriptionContact Center Staff Administrator A...
  • 26 Days Ago

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Supervisor, Contact Center
  • Hackensack Meridian Health
  • Wall, NJ FULL_TIME
  • Overview: Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture r...
  • 27 Days Ago

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0 Inbound Contact Center Manager jobs found in New Brunswick, NJ area

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Patient Service Representative
  • Regional Womens Health Group
  • East Brunswick, NJ
  • ** Patient Service Representative** **Job Category****:** none **Requisition Number****:** APPOI004456 Showing 1 locatio...
  • 3/28/2024 12:00:00 AM

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Customer Service Representative
  • Firmenich
  • Piscataway, NJ
  • **Responsibilities** **and** **Functions**: * *Provide order management support for Agilex Fragrances Customers, includi...
  • 3/28/2024 12:00:00 AM

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Customer Service Representative
  • Pro Energy Solutions
  • East Brunswick, NJ
  • Job Description Job Description Job Summary New Jersey leading brand of the home improvement services and a full Provide...
  • 3/27/2024 12:00:00 AM

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Patient Flow Coordinator
  • Saint Peter's Healthcare System
  • New Brunswick, NJ
  • Patient Flow Coordinator Clinical Operations The Patient Flow Coordinator will: * Identify and prioritize patient admiss...
  • 3/27/2024 12:00:00 AM

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Customer Service Associate
  • Wawa, Inc.
  • Piscataway, NJ
  • Job Description Job Title: Customer Service Associate Location: Field Department: Store Operations Job Summary: The Cust...
  • 3/27/2024 12:00:00 AM

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Customer Specialist - Full time
  • CarMax, Inc.
  • Edison, NJ
  • 6098 - Edison - 1015 US Route 1, Edison, New Jersey, 08817 CarMax, the way your career should be! About this job As a Cu...
  • 3/26/2024 12:00:00 AM

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Service Project Manager
  • Albireo Energy
  • Edison, NJ
  • The Service Project Manager provides management oversight for all phases of BAS / BMS Service projects. Including projec...
  • 3/25/2024 12:00:00 AM

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Bi-Lingual Medical Call Center Representative
  • Garden State Pain & Orthopedics
  • Edison, NJ
  • Job Description Job Description Busy Pain Management and Orthopedic Practice seeking multiple Call Center Specialists Du...
  • 3/24/2024 12:00:00 AM

According to the United States Census Bureau, the city had a total area of 5.789 square miles (14.995 km2), including 5.227 square miles (13.539 km2) of land and 0.562 square miles (1.456 km2) of water (9.71%). New Brunswick is in Raritan Valley (a line of cities in central New Jersey). New Brunswick is on the south side of Raritan Valley along with Piscataway Township, Highland Park, Edison Township, and Franklin Township (Somerset County). New Brunswick lies southwest of Newark and New York City and northeast of Trenton and Philadelphia. New Brunswick is bordered by Piscataway, Highland Park...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Inbound Contact Center Manager jobs
$98,013 to $140,716
New Brunswick, New Jersey area prices
were up 1.5% from a year ago

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