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)
Description
Interested in joining the Union Square team?
Recently certified as a Great Place to Work®, Union Square offers competitive salaries and robust benefits, including credit union-paid medical & dental insurance, telemedicine, life & disability insurance, long-term care, voluntary vision insurance, and paid time off. We also provide several employee discounts, an employer-sponsored 529 plan, and a generous 401(k) retirement plan.
We believe in the advancement of our employees and offer several promotional opportunities throughout the year. Union Square provides a work culture that is progressive, empowering, fun, and team-oriented.
Responsibilities:
Serve as a liaison between the member and the Credit Union. Use knowledge of Credit Union products, services, and policies to assist callers with inquiries, complaints, or problems. Open accounts for all members, interview, and professionally handle the member’s daily needs.
Requirements
The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.
Required Knowledge and Abilities:
Prior experience in teller services, customer service, clerical office work, and administrative support is desirable. Ability to collect and analyze data. Knowledge of new accounts, IRAs, CDs, loans, wires, safe deposit boxes, online banking, and all products such as GAP, Extended Warranty, and Credit Life and Disability. Ability to operate a computer terminal, window-based computer programs. Strong social and communication skills. Excellent telephone manners and techniques.
Training and Experience:
High school diploma or equivalent.
Union Square Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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