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)
About Nitor Billing Services, LLC
Nitor Billing Services, LLC (“Nitor”) provides customer
support and billing services to clients primarily in the water and sewer
utility space. Founded in 2015, the company continues to grow by providing
exceptional service to our clients and opportunities for our team members.
Customer support is provided by our virtual contact center
team who respond to customer calls and emails to answer questions about
bills, rates, service issues, emergencies, or other general questions about the utility service. The contact center operates 24 hours a day, 7 days a week.
Position Summary
Nitor is looking for an experienced Contact Center Manager
to supervise daily operations and personnel for our growing call center operations.
The successful candidate will ensure that staff are fully trained,
well-organized and productive and that our procedures are efficient and
effective. The Contact Center Manager must also have excellent customer service
and communication skills and ensure that key performance metrics are met or
exceeded.
The Contact Center Manager is a full-time salary position
that reports to the Customer Experience Director. This position will work weekdays
and will have CSRs and Contact Center Supervisors/Leads as direct reports. This
position will also oversee CSRs and Leads that work on 2nd & 3rd shifts and weekends so occasional meetings and responses to afterhours and
weekend issues are required.
The Contact Center Manager is responsible for the day-to-day
activity and development of a team of Contact Center Supervisors and the team
of Customer Support Representatives. The Contact Center Manager is responsible
for ensuring call quality from start to finish and proactively seeks ways to
improve the internal processes and results. This person will work closely with
the Customer Experience Director to ensure overall adherence to corporate
policies and procedures and delivery of excellent service to our clients.
Responsibilities
· Oversee the Daily Operations of the Call Center.
· Manage all Customer Support Representatives,
Supervisors, and other Call Center Staff assuring they have the support and
information they need to do their jobs with excellence.
· Hire, train, and coach call center representatives
and supervisors to achieve high customer service standards and comply with all
call center objectives, performance standards, and policies. This includes
initial training as well as routine ongoing training and needs based training.
· Manage scheduling of CSRs and supervisors and
ensure compliance with time-tracking for bi-weekly payroll, using Work Force
Management Software (currently Five9)
· In conjunction with QA, routinely monitor calls
by CSRs for quality and training purposes. Coordinate with QA and make any
changes needed to assure necessary data is tracked and timely information is
communicated to employees to affirm their work and make improvements where
needed.
· Work with the Customer Experience Director to develop
and oversee an incentive and recognition program for employees.
· Handle escalated calls and emails and involve
the Customer Experience Director as needed.
· Monitor progress towards objectives for the call
center’s key performance indicators (KPI) and initiate corrective action when
KPIs are not being met.
· Prepare reports for internal and external
stakeholders using Analytics software (Tableau and Five9). Analyze all data in
these reports and take any needed actions to improve performance and eliminate
trouble areas.
· Provide CSRs positive feedback and let them know
where they need to improve and how. Communicate regularly with the Customer
Experience Director and work with them to improve the overall Call Center
effectiveness and atmosphere.
· Other duties and responsibilities as assigned.
Skills & Experience
· Effective manager with Contact Center management
& leadership experience.
· Excellent de-escalation abilities.
· Effective and professional communication skills,
both written and oral.
· Exceptional Customer Service skills, including the ability to remain flexible and calm in high pressure or continually changing situations.
· Attention to detail to ensure adherence to call
quality, standards, and metrics.
· Strong Analytical/Problem Solving skills are
required. Experience with Tableau and/or other Analytics tools is essential.
· Strong organizational skills, including the ability to prioritize issues for escalation to management and work on multiple tasks
throughout the day.
· Self-starter able to manage this position and the flexible schedule working from their
home office.
· Proficient working with Work Force Management
software and scheduling call center representatives in a multi shift
environment. Experience scheduling a 24/7 call center is preferred.
· Proficient with web-based applications and office software (for example, Microsoft 365 Email, Microsoft Excel, Teams,
Five9)
Qualifications
BA / BS in a related field preferred.
Supervisory experience
3 years of experience in a call center management role.
Benefits:
Career advancement opportunities
Remote work
Team environment
Paid Time Off
Healthcare benefits
Bonus opportunity
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