Outbound Contact Center Manager jobs in New Mexico

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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Blended Contact Center Agent (Inbound & Outbound)
  • MCI Military Recruitment
  • Las Cruces, NM FULL_TIME
  • POSITION OVERVIEW

    BLENDED CONTACT CENTER AGENT (INBOUND & OUTBOUND)

    We are looking for contact center agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up-sell customers on new products and services. Experienced or entry-level candidates should be willing to learn on the job, have excellent communication skills, and be highly reliable. 

     

    Schedules vary by site and project; however, we can usually find something that works for everyone. This is a full-time, on-site position. Prior contact center experience isn't required; candidates experienced in customer service industries such as servers, bartenders, and retail associates are encouraged to apply! 

     

    To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

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    POSITION RESPONSIBILITIES

    WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

    In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience. 

     

    In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.  

     

    Essential Duties

    • Handle inbound and outbound contacts in a courteous, timely, and professional manner
    • Ensure first call resolution through problems solving and effective call handling 
    • Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
    • Accurately document and process customer claims in appropriate systems
    • Lead fact-finding discussions to determine the best options for the customer
    • Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
    • Comply with requirements surrounding confidential information and personal information
    • Escalate customer issues to the appropriate staff and managerial for resolution as needed
    • Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
    • Adhere to all attendance and work schedule requirements 

    STANDARD QUALIFICATIONS

    WONDER IF YOU ARE A GOOD FIT? 

    We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated. 

     

    Qualifications

    • Must be 18 years of age or older
    • High school diploma or equivalent
    • Excellent organizational, written, and oral communication skills
    • The ability to type swiftly and accurately (20 words a minute)
    • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
    • Basic understanding of Windows operating system
    • Highly reliable with the ability to maintain regular attendance and punctuality
    • The ability to evaluate, troubleshoot, and follow-up on customer issues
    • An aptitude for conflict resolution, problem-solving, and negotiation
    • Must be customer service oriented (empathetic, responsive, patient, and conscientious)
    • Ability to multi-task, stay focused, and self-manage
    • Strong team orientation and customer focus
    • The ability to thrive in a fast-paced environment where change and ambiguity prevalent
    • Excellent interpersonal skills and the ability to build relationships with your team and customers

     

    Preferred (Not Required)

    • One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
    • State or Federal work experience

    CONDITIONS

    • Must be authorized to work in their country of residence (The United States or Canada)
    • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results
    • Must be willing to submit to drug screening.  Job offers are contingent on drug screening results.

    PHYSICAL REQUIREMENTS

    This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

    COMPENSATION, BENEFITS, INCENTIVES, AND REWARDS

    WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

    We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive.   Standard starting compensation is commensurate with experience.  Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

     

    Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.  In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment.  Benefits options and plans vary slightly by location.  

     

    JUST A FEW OF THE BENEFITS

    • Medical, Dental, and Vision Coverage Options
    • Paid Time-Off
    • Regular Raises
    • Advancement Opportunity
    • Fun, Engaging Work Environment
    • Casual Dress Code
    • Cash and Prize Contests

    DIVERSITY AND EQUALITY

    At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.  All aspects of employment at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

     

    MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.  MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

     

    MCI will not tolerate discrimination or harassment based on any of these characteristics.  We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

    REASONABLE ACCOMMODATION

    Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources, kate.murph@mci.world.

    REGARDING COVID-19

    As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.

     

    Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.

     

    For more information on MCI’s response to COVID-19 please visit www.mci.world/covid-19.

    ABOUT MCI (PARENT COMPANY)

    MCI (www.mci.world) helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, call center services, customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

     

    In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times respectively. MCI has fifteen business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Texas, Massachusetts, New Hampshire, South Dakota, New Mexico, California, Kansas, and Nova Scotia. 

     

    Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000 talented individuals with 150 diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).

    DISCLAIMER

    The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

    The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

  • 12 Days Ago

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Blended Contact Center Agent (Inbound & Outbound)
  • MCI Careers
  • Las Cruces, NM FULL_TIME
  • LOCATIONLas Cruces, NM JOB TYPEFull-Time PAY TYPESHourly Bonus SALARY$12.10 - $13.75 / hour APPLICATION DETAILSNo Resume Required, On-site Interview POSITION OVERVIEW BLENDED CONTACT CENTER AGENT (INB...
  • 13 Days Ago

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Blended Contact Center Agent (Inbound & Outbound)
  • MCI Jobs
  • Las Cruces, NM FULL_TIME
  • POSITION OVERVIEW BLENDED CONTACT CENTER AGENT (INBOUND & OUTBOUND) We are looking for contact center agents to support inbound and outbound customer service and sales projects for a wide variety of c...
  • 13 Days Ago

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Support Center (Service Desk) Manager
  • Contact Government Services, LLC
  • Alburquerque, NM FULL_TIME
  • Support Center (Service Desk) ManagerEmployment Type: Full Time, Mid-levelDepartment: Information Technology CGS is seeking a Support Center (Service Desk) Manager to join our team supporting a wide-r...
  • 20 Days Ago

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Contact Center Representative
  • Adelante Development Center, Inc.
  • Albuquerque, NM FULL_TIME
  • General Description of Duties: Will be responsible for effectively handling customer contacts by receiving inbound calls and placing outbound calls for one of two processes. Process wellness referrals...
  • 1 Month Ago

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Experienced Contact Center Supervisor
  • MCI Jobs
  • Las Cruces, NM FULL_TIME
  • POSITION OVERVIEW Looking to work for a fast growing company? Start your career here at MCI. If you are a highly motivated individual and posses excellent communication skills, we need your help in ma...
  • 9 Days Ago

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Contact Center Manager
  • Sterling Search Partners
  • Sterling Search Partners is helping a Birmingham based client with its search for a Contact Center Manager. This positio...
  • 3/18/2024 12:00:00 AM

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Call Center Manager
  • Zynex Medical
  • Englewood, CO
  • Job Details Level Management Job Location Corporate HeadQuarters - Englewood, CO Salary Range $55,000.00 - $85,000.00 Sa...
  • 3/18/2024 12:00:00 AM

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Contact Center Manager
  • Russell Tobin
  • Title: Contact Center Manager Location: Saratoga Springs, NY (on-site) Salary: $90-105K with bonus will get it to $115-1...
  • 3/16/2024 12:00:00 AM

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Call Center Manager
  • Closet America
  • Hyattsville, MD
  • Overview: Closet America is hiring immediately for a Call Center Manager to join one of our inside sales teams in Landov...
  • 3/16/2024 12:00:00 AM

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Call Center Manager
  • Focal Point Remodeling
  • Harrisburg, PA
  • Focal Point Remodeling of Harrisburg, PA is seeking a Call Center Manager, the backbone of our marketing success, and re...
  • 3/15/2024 12:00:00 AM

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Call Center Manager
  • Valley Hope
  • Leawood, KS
  • Call Center Manager: Full-time Valley Hope of Overland Park, has an exciting opportunity for a Full-time Call Center Man...
  • 3/15/2024 12:00:00 AM

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Call Center Manager
  • Housing Works
  • Long Island City, NY
  • Description Housing Works requires employees working in our Health Services division to be fully vaccinated against COVI...
  • 3/15/2024 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...
  • 3/14/2024 12:00:00 AM

New Mexico (Spanish: Nuevo México Spanish pronunciation: [ˈnweβo ˈmexiko] (listen), Navajo: Yootó Hahoodzo pronounced [jòːtxó xɑ̀xʷòːtsò]) is a state in the Southwestern region of the United States of America; its capital and cultural center is Santa Fe, which was founded in 1610 as capital of Nuevo México (itself established as a province of New Spain in 1598), while its largest city is Albuquerque with its accompanying metropolitan area. It is one of the Mountain States and shares the Four Corners region with Utah, Colorado, and Arizona; its other neighboring states are Oklahoma to the north...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Outbound Contact Center Manager jobs
$108,302 to $145,831

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