Outbound Contact Center Manager jobs in Honolulu, HI

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)

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Contact center manager
  • HMSA
  • Honolulu, HI FULL_TIME
  • Job Summary

    Worksite Location (In-Office) : Honolulu, Oahu

    Note : Individuals typically begin between the minimum to middle of the pay range

    Responsible for managing and overseeing all aspects of a Customer Relations Contact Center Location, to include business continuity and operations of a service center.

    Responsibilities include overseeing human resource management of Customer Relations staff, coordinating workforce management, and ensuring staff is providing accurate and timely servicing to members and providers via the telephone, in writing (hard copy correspondence and email) and in person servicing.

    Responsible for contact center internal and external goals and standards including the Association's First Call Resolution (FCR) and Member Touchpoint Measures (MTM), corporate goals, Net Promoter Score, positive customer satisfaction levels, and employer groups' performance guarantees.

    Is actively involved in building relationships with customers to transform healthcare delivery and improve wellness in their community.

    Overseeing and coordinating all Customer Relations activities for Customer Relations at the location. This can range from providing management oversight to non-exempt staff to setting up and coordinating HMSA-sponsored meetings at the location.

    Minimum Qualifications

    • Bachelor's degree and four years of related experience, or equivalent combination of education and related work experience.
    • Two years supervisory / management experience.
    • Effective verbal and written communication skills.
    • Basic working knowledge of Microsoft Office applications. Including Word, PowerPoint, and Outlook. Intermediate working knowledge of Excel.

    Duties and Responsibilities

    Manages and oversees the overall daily operations of a Contact Center location. This includes business continuity responsibilities, as well as working directly with vendors, contractors, and other service vendors to support the physical operations and maintenance of the facility and equipment on behalf of all staff / departments (with minimal onsite support from departments such as Human Resources, Administrative Services, HMSA's Compliance Office, and Information Systems).

    Coordinates operations in conjunction with management at the HMSA Center and other service locations.

    Throughout the day makes sound business decisions to adjust personnel to respond to fluctuations in customer servicing needs and ensure appropriate coverage for servicing our customers.

    Articulate, review, and oversee the staff's consistent adherence to corporate and department policy standards to ensure efficient operations and compliance with requirements set by Federal and State laws, NCQA, FCR and MTM standards, corporate measures, and group performance guarantees where poor performance could result in monetary penalties.

    Assists staff in the investigation and resolution of complex issues and policies that impacts members, providers, and groups.

    Ensures accurate and timely resolution to comply with HMSA's contract terms, policies, and procedures.

    • Manage and lead projects and servicing related activities, represent Customer Relations in meetings, be the business owner of servicing related functions and performance, and provide oversight of vendors.
    • Select, train, and develop Customer Relations staff including the timely compilation and dissemination of individual employee performance statistics, and development of people in roles such as team leads, coordinators and supervisors.
    • Review results from surveys that measure customer satisfaction and staff effectiveness in resolving inquiries with minimal impact on customers.

    Use survey data to effectively coach staff to improve their servicing effectiveness and their customer satisfaction scores.

    Use survey data to recommend business process changes that improve the customer experience and reduce inquiry volume, costs, or increases efficiency across the organization.

    Demonstrate proficiency in the Web-based tool that is used to access, analyze and act on the survey data.

    • Provide support in the development of the department business plan and budget. Monitors unit performance and makes necessary adjustments to meet the plan and budget.
    • Performs all other miscellaneous responsibilities and duties as assigned or directed
    • Last updated : 2024-03-09

  • 15 Days Ago

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Contact Center Representative
  • ALOHA PACIFIC FEDERAL CREDIT UNION
  • Honolulu, HI FULL_TIME
  • Position: Contact Center Representative, Full-time Location: Kaimuki Plaza: 3465 Waialae Avenue, Honolulu, HI 96816 Department: Contact CenterJob Summary: Performs Call Center responsibilities not lim...
  • 24 Days Ago

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Contact center associate
  • Frontdoor
  • Honolulu, HI FULL_TIME
  • Be responsible for authorizing repair / replacement of covered systems or appliances; Negotiate pricing with contractors; Inform customers of non-covered claims when applicable; Provide any necessary ...
  • 16 Days Ago

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Contact center associate
  • Frontdoor
  • Wahiawa, HI FULL_TIME
  • Call Center / Remote - Anywhere in U.S. / Competitive pay / Medical, dental & vision / 401k matching - As a Contact Center Associate you'll : Review contracts and determines coverage; Be responsible f...
  • 16 Days Ago

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Information Technology Help Desk Contact Center Analyst - Honolulu
  • Frontline Managed Services
  • Honolulu, HI FULL_TIME
  • DescriptionDo you want to shift gears into a new IT career? We will steer your future towards the finish line!Frontline Managed Services is looking for talented individuals who are passionate about te...
  • 3 Days Ago

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Outbound Forklift
  • Sysco
  • Honolulu, HI FULL_TIME
  • Company: US1570 FreshPoint Oahu, Ltd.Zip Code:96819Minimum Level of Education:High School or EquivalentMinimum Years of Experience:3 YearsEmployment Type:Full TimeTravel Percentage: 0Compensation Rang...
  • 14 Days Ago

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Utility House Attendant (On-Call)
  • Alohilani Resort Waikiki Beach
  • Honolulu, HI
  • Compensation Type: Hourly Highgate Hotels: Highgate is a leading real estate investment and hospitality management compa...
  • 3/28/2024 12:00:00 AM

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Guest Service Manager (Japanese Speaking)
  • Hilton Grand Vacations
  • Honolulu, HI
  • The Guest Experience Manager is responsible for assisting the Director of Guest Services in all facets of the property o...
  • 3/27/2024 12:00:00 AM

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Customer Service Agent
  • SIXT
  • Kailua, HI
  • Company Description Come Join the SIXT Team in Kalaoa-Kona, HI. Customer Service Agent hourly rate $21.00/hr. **$1,500 S...
  • 3/27/2024 12:00:00 AM

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Call Center Coordinator
  • Sutter Health
  • Ewa Beach, HI
  • We are so glad you are interested in joining Sutter Health! Organization: Sutter Health Pacific Position Overview: The C...
  • 3/27/2024 12:00:00 AM

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Customer Greeter - FT
  • Avis Budget Group
  • Honolulu, HI
  • $14.75/hour Up to $3,500 Retention Bonus Shift Premium may Apply Immediately hiring! No experience necessary! If you fin...
  • 3/26/2024 12:00:00 AM

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Customer Service Representative
  • Steve's Plumbing & A/C Service
  • O‘ahu, HI
  • Job Description Job Description Steve's Plumbing & A/C Service Located in O'ahu, Hawaii, is looking to find the best Cus...
  • 3/26/2024 12:00:00 AM

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Customer Greeter - FT
  • Avis Budget Group
  • Honolulu, HI
  • $14.75/hour Up to $3,500 Retention Bonus Shift Premium may Apply Immediately hiring! No experience necessary! If you fin...
  • 3/25/2024 12:00:00 AM

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REMOTE Travel Reservation Specialist
  • Magical Destinations Travel
  • Honolulu, HI
  • We are searching for a focused Remote Travel Reservation Specialist to join our incredible team at Magical Destinations ...
  • 3/24/2024 12:00:00 AM

Honolulu (/ˌhɒnəˈluːluː/; Hawaiian: [honoˈlulu]) is the capital and largest city of the U.S. state of Hawaiʻi. It is an unincorporated part of and the county seat of the City and County of Honolulu along the southeast coast of the island of Oʻahu.[a] The city is the main gateway to Hawaiʻi and a major portal into the United States. The city is also a major hub for international business, military defense, as well as famously being host to a diverse variety of east-west and Pacific culture, cuisine, and traditions. Honolulu is the most remote city of its size in the world and is the westernmost...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Outbound Contact Center Manager jobs
$122,450 to $164,882
Honolulu, Hawaii area prices
were up 1.9% from a year ago

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