Outbound Contact Center Manager jobs in Cranston, RI
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)
Recently Added Outbound Contact Center Manager jobs
Manager Contact Center Workforce Management
- Blue Cross & Blue Shield of Rhode Island
-
Providence, RI
FULL_TIME
-
Please email hr_business_partners@bcbsri.org if you are a candidate seeking a reasonable accommodation for the application and/or interview process.
Schedule: Remote / Hybrid
Compensation: $90,500 - $135,700
Jump into the new world of health insurance:
At Blue Cross & Blue Shield of Rhode Island (BCBSRI), our business is healthcare. But our focus is on improving lives. Be part of a team that is large enough to make a difference but small enough to be innovative. Work in a rapidly changing field. Take a chance to be creative. Move outside the status quo. Shape new ideas with the power of a national brand behind you.
Join others who know diversity is strength:
We appreciate and celebrate everything that makes us unique: age, national origin, citizenship status, perspectives, experiences, physical or mental disability, military status, race, ethnicity, religion, gender, sexual orientation, gender identity and/or expression. Our diversity strengthens us as an organization and helps us better serve an increasingly diverse Rhode Island population.
Why this job matters:
Oversee contact center workforce management (WFM) function for the Medicare Concierge team. Drive customer and employee experience within the contact center by forecasting volumes and staffing needs to support optimal staffing plans, scheduling, and the day-to-day responsibilities of overseeing the WFM analyst staff members. In an omni-channel setting, experience overseeing WFM systems and technology, agent adherence, real-time ACD management, reporting, identification of trends and implementation of strategies to maximize efficiency and customer satisfaction.
What you will do:
- Develop and implement WFM strategies to optimize staffing levels and achieve service level objectives in compliance with Centers for Medicare and Medicaid Services (CMS) regulations.
- Maintain and utilize the WFM system in the contact center to generate forecasted call and agent staffing needs, future call volumes and tactical forecasts for scheduling.
- Develop and maintain policies and procedures in partnership with contact center operations staff members to support scheduling, adherence monitoring, shift bid processes, intra-day and real-time adherence and service level monitoring practices.
- Collaborate with other departments and stakeholders to ensure alignment of the BCBSRI and WFM goals against future marketing, product, projects, or service campaigns.
- Oversee the implementation and adoption of WFM practices and methodologies along with new technologies, system, and/or reporting solutions to drive efficiency with the contact center.
- Oversee contact center user acceptance testing (UAT) resources and SME participants for system platform integration, IVR, telephony or other IT projects that impact contact center technology and WFM.
- Utilizes programming languages (SQL, Python, R) and tools such as Power BI to develop reporting solutions to track agent performance and ACD statistics within the contact center.
- Responsible for department-level Risk and Compliance practices and reporting, including but not limited to CMS reporting. Ensure corrective actions plans are adequately designed and are closed in a timely manner.
- Oversee the rewards and recognition programs, reporting, and scheduling/cadence for WFM engagement activities throughout the year.
- Guide and mentor less experienced members of the team and orient new associates.
- Remain aware of industry changes and/or trends in contact center and WFM technology.
- Perform other duties as assigned.
- A combination of education and related work experience
- Advanced analytical skills, with the ability to interpret and synthesize complex data sets
- Strategic and critical thinking skills
- Strong business acumen and political savvy
- Strong negotiation skills
- Strong written and verbal communication skills
- Strong problem solving skills
- Ability to work effectively with a wide variety of people in individual and group settings
- Strong organizing skills, with the ability to prioritize and respond to shifting deadlines
- Strong time management skills
- Ability to manage diverse and deadline-oriented workflow
- College Degree in related field preferred (Quantitative Analysis, Mathematics, Data Science) or related field; or an equivalent combination of education and experience.
- Three to five years of experience overseeing or leading a workforce management function and team.
- Demonstrated experience producing data and workforce insights using programming languages (SQL, R, etc.) and reporting tools.
- Five9 Community Workforce Management System
- A.I./Machine Learning validation, testing and parameter tuning
- Experience leading workshops and meetings comprised of managers from different departments
- Established track record of analyzing and improving enterprise processes
- Demonstrated experience with steering ROI analysis and identification of opportunity costs
BCBSRI is headquartered in downtown Providence, conveniently located near the train station and bus terminal. We actively support associate well-being and work/life balance and offer the following schedules, based on role:
- In-office: onsite 5 days per week
- Hybrid: onsite 2-4 days per week
- Remote: onsite 0-1 days per week*.
At Blue Cross & Blue Shield of Rhode Island (BCBSRI), diversity and inclusion are central to our core values and strengthen our ability to meet the challenges of today's healthcare industry. BCBSRI is an equal opportunity, affirmative action employer. We provide equal opportunities without regard to race, color, religion, gender, age, national origin, disability, veteran status, sexual orientation, genetic information and gender identity or expression.
The law requires an employer to post notices describing the Federal laws prohibiting job discrimination based on race, color, sex, national origin, religion, age, equal pay, disability, veteran status, sexual orientation, and genetic information and gender identity or expression. Please visit https://www.eeoc.gov/employers/eeo-law-poster to view the "EEO is the Law" poster. - 9 Days Ago
Contact center
- Axelon Services Corporation
-
Johnston, RI
FULL_TIME
- Job Title : Contact Center - Education Finance (Hybrid) Location : Johnston, RI Hours : 10 AM - 7 : 30 PM Pay : 20 / hr Job Description : This department handles incoming calls in regards to Education...
- 2 Months Ago
Contact Center Representative
- SGS TECHNICAL SERVICES PRIVATE LIMITED
-
Johnston, RI
CONTRACTOR
- Description: This department handles incoming calls in regard to Education finance loans, this contract will be throughout the peak processing time period for this dept. The contractor will be respons...
- Just Posted
Call Center Contact Associate
- The Miriam Hospital
-
Providence, RI
PART_TIME
- Summary: Under the general supervision of the Contact Center Supervisor and following established policies and procedures performs Contact Center tasks for all Lifespan Affiliates using computer telep...
- 5 Days Ago
Contact Center- Education Finance
- Software Galaxy Systems, LLC
-
Johnston, RI
FULL_TIME
- Hours and Work Schedule 1-2week full training at 8:30-5 full onsite. Schedule with be between 10am-7:30pm Monday – Friday and will be hybrid after training. Description: This department handles incomi...
- 1 Month Ago
Center Human Resource Manager
- Warren Center
-
Warren, RI
FULL_TIME
- Genesis is one of the nations' leading provider of healthcare services from short-term to long-term care and a wide variety of living options and professional clinical services. We are changing how ca...
- 11 Days Ago
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0 Outbound Contact Center Manager jobs found in Cranston, RI area
Customer Service Representative & Invoicing Administrator
- G & A Plating
-
Cranston, RI
- Job Description Job Description Job Title: Customer Service Representative & Invoicing Administrator Reports To: General...
- 4/16/2024 12:00:00 AM
Customer Service Representative
- Checkngo
-
Warwick, RI
- Customer Service Representative page is loaded **Customer Service Representative** **Customer Service Representative** l...
- 4/16/2024 12:00:00 AM
Call Center Representative
- A-Line Staffing Solutions
-
Johnston, RI
- Job Description Job Description A-Line Staffing is now hiring a Call Center Representative in Johnston, RI. The Call Cen...
- 4/16/2024 12:00:00 AM
Pharmacy Customer Service Associate
- WALGREENS
-
Cranston, RI
- Models and delivers a distinctive and delightful customer experience. Registers sales on assigned cash register, provide...
- 4/15/2024 12:00:00 AM
Customer Service Representative
- Citizens
-
Johnston, RI
- Description Starting Salary: $20 / hour Start Date: June 17th When theres a question about your finances, you want answe...
- 4/15/2024 12:00:00 AM
Speech Analytics Program Manager I
- Point32Health
-
Canton, MA
- The Program Manager I will take the lead in the data compilation, process mapping, and analysis of the customer experien...
- 4/14/2024 12:00:00 AM
Mass Tort Inbound Call Representative for Client Engagement and Issue Resolution
- Marin, Barrett, and Murphy Law Firm
-
Cranston, RI
- Marin, Barrett, and Murphy Law Firm is seeking a highly responsible and detail-oriented Inbound Call Representative to j...
- 4/14/2024 12:00:00 AM
Customer Care Coordinator | Warwick Retail Warwick
- Widex Sivantos Audiology Group
-
Warwick, RI
- Retail Warwick **Customer Care Coordinator | Warwick** **You will be instrumental in supporting our customers through th...
- 4/12/2024 12:00:00 AM
About Cranston, Rhode Island
Cranston, once known as Pawtuxet, is a city in Providence County, Rhode Island, United States. With a population of 80,529 at the 2010 census, it is the third largest city in the state. The center of population of Rhode Island is located in Cranston. Cranston is a part of the Providence metropolitan area.
Cranston was named one of the "100 Best Places to Live" in the United States by Money magazine in 2006. It is among the top 25 safest cities in the country, according to CQ Press's research. According to the survey done by 24/7 Wall St website, Cranston ranked 36th on the list of “America’s ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Outbound Contact Center Manager jobs
$123,517 to $166,323
Cranston, Rhode Island area prices
were up 1.6% from a year ago
were up 1.6% from a year ago
What does an Outbound Contact Center Manager do?
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