Outbound Contact Center Manager jobs in Kentucky

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
  • Twinspires - Louisville & Lexington, KY
  • Lexington, KY FULL_TIME
  • Job Summary – The TwinSpires Contact Center Manager is responsible for overall proficiency and efficiency of the TwinSpires Contact Center operations and is staff focused, customer focused and productivity conscious. This role will facilitate efficient customer transactions throughout the TwinSpires Contact Center, by maintaining correct staffing levels, effective recruitment, training programs, and routine coaching that improves the proficiency of the individual.  The TwinSpires Contact Center Manager is generally responsible for the individual performance of the Player Services Supervisor and Representative working each shift.

    Essential Functions

    The TwinSpires Contact Center Manager should exhibit the following qualities and skills:

    • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
    • Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
    • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
    • Exhibits appropriate time management skills and can evaluate priorities, delivering all tasks and projects on time and to sufficient level of detail.
    • Handling escalated calls, complaints, questions, and queries as necessary.
    • Carrying out team meetings and actively participating in the monthly and weekly meetings.
    • Reliable attendance and dependability in meeting commitments and deadlines are essential functions of this position.
    • Develops weekly and monthly reporting needed by senior management to understand call center performance, trends, and requirements.
    • Assist with development and modifications of CRM tool to meet needs of the business.
    • Strive to take overall player services to the next level by implementing and maintaining an effective up-sell / cross-sell program in conjunction with the Twinspires CRM team.
    • Ensure that all departments have adequate tech support to meet customer’s needs.
    • Ensure that Team Leads and Senior CSRs have the training needed to become capable supervisory staff.
    • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

    Supervisory Responsibilities:  Yes.

    • High responsibility for supervising Supervisor level employees.
    • Responsible for team building, coaching, counseling, and discipline to excellence in both the individual and the team.
    • High responsibility in the performance review, salary review and career recommendation area for the individual. Responsible for interviewing and hiring as needed.

    Qualifications:

      • Able to react effectively and calmly in emergencies.
      • Able to maintain customer confidentiality.
      • Strong communication, written skills, and interpersonal skills (required to establish and maintain inter-departmental relationships).
      • Comfortable with fast paced work environment.
      • Able to coach and develop Supervisors.
      • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

    Education and/or Experience: 

    • B.S. Degree Preferred, 2 years higher education or work experience substitute
    • 2 years customer service center or retail center experience
    • 5 years previous contact center management experience in a 40 seat or larger contact center
    • High level of integrity and sensitivity to confidential information
    • Strong organizational abilities and a good attention to detail
    • Ability to work independently and make well thought out decisions
    • Horse racing experience preferred

    Licenses/Certificates: Ability to be licensed as an Employee by various racing and gaming jurisdictions in which we operate, as required. 

  • 1 Month Ago

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Contact center
  • Service One Credit Union
  • Bowling Green, KY FULL_TIME
  • Position Summary This position is responsible for consistently providing exceptional service to our members in person, by telephone and / or through online communication. Provides members with timely,...
  • 3 Days Ago

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Sys Manager HR PR Contact Center
  • CommonSpirit Health
  • ERLANGER, KY FULL_TIME
  • OverviewCommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based ...
  • 13 Days Ago

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Contact center associate
  • WesBanco Bank Inc.
  • Frankfort, KY FULL_TIME
  • Job Title - Department Customer Service Associate - Contact Center Location This position is 100% remote within the Bank's footprint. Employee will work full time remote outside of a WesBanco location...
  • 23 Days Ago

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FT Contact Center Agent
  • German American Bank
  • Shelbyville, KY FULL_TIME
  • Overview: As a Contact Center Agent, you will be the first friendly person that greets clients on the phone or online and assists them with their banking needs. This role offers a team environment and...
  • 4 Days Ago

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Contact Center Agent
  • Pearl Interactive Network, Inc.
  • Winchester, KY FULL_TIME
  • Pearl Interactive Network is seeking Contact Center Agents in Winchester, KY - Onsite.The 2023 Recruiting Season Offers ONLY 5 TRAINING CLASSES. Scheduled Start Dates are Aug. 14, Aug. 28, Sept. 25, O...
  • 9 Days Ago

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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...
  • 3/28/2024 12:00:00 AM

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Call Center Manager
  • The Call Center Network
  • Tacoma, WA
  • Job Description Job Description ******This job will be located in Portland, OR surrounding area****** Rapidly growing, s...
  • 3/28/2024 12:00:00 AM

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Call Center Manager
  • Christopher Ligori & Associates
  • Tampa, FL
  • Job Description Job Description Pay: $40,000k to $45,000k plus year-end bonus Pay: $40,000k to $45,000k plus year-end bo...
  • 3/28/2024 12:00:00 AM

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Call Center Manager
  • Automated Health Systems
  • Baltimore, MD
  • Automated Health Systems, a dynamic healthcare company, is hiring motivated and experienced call center management profe...
  • 3/27/2024 12:00:00 AM

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Call Center Manager
  • Frontline Source Group
  • Dallas, TX
  • Call Center Manager Our client located in Dallas, TX has a need for a Call Center Manager on a direct hire basis. Compan...
  • 3/27/2024 12:00:00 AM

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Call Center Manager
  • Ultimate Staffing
  • Brea, CA
  • Excellent opportunity to work for a leading Heating and Plumbing company in Brea, CA. Manage a team of 25 in the call ce...
  • 3/25/2024 12:00:00 AM

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Call Center Manager
  • Johnson & Johnson Heating and Air Conditioning
  • Martinsburg, WV
  • Job Description Job Description Who we are Come to a company where you will be appreciated, where you can create your ow...
  • 3/25/2024 12:00:00 AM

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Call Center Manager
  • Automated Health Systems
  • Baltimore, MD
  • Automated Health Systems, a dynamic healthcare company, is hiring motivated and experienced call center management profe...
  • 3/24/2024 12:00:00 AM

Kentucky (/kənˈtʌki/ (listen) kən-TUK-ee), officially the Commonwealth of Kentucky, is a state located in the east south-central region of the United States. Although styled as the "State of Kentucky" in the law creating it, (because in Kentucky's first constitution, the name state was used) Kentucky is one of four U.S. states constituted as a commonwealth (the others being Virginia, Pennsylvania, and Massachusetts). Originally a part of Virginia, in 1792 Kentucky became the 15th state to join the Union. Kentucky is the 37th most extensive and the 26th most populous of the 50 United States. Ke...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Outbound Contact Center Manager jobs
$110,486 to $148,771

Outbound Contact Center Manager in Orlando, FL
Outbound call centers are designed to reach out to customers or prospects to provide information on a new product or service, follow up on recent purchase, or remind your customers of an upcoming appointment.
January 09, 2020
Outbound Contact Center Manager in Syracuse, NY
Automated management of outbound calling campaigns provides a powerful tool for streamlining those critical, high volume business processes.
December 19, 2019
Outbound Contact Center Manager in Racine, WI
Skills-based routing and reporting of inbound and outbound phone, email, and web chat.
December 30, 2019