Inbound Contact Center Manager manages inbound contact center agents and operations focusing on selling products or services. Develops standards and monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Manager implements sales and product training to ensure staff is updated on product and service offerings and standard customer response procedures. Sets and communicates operational policies and procedures. Additionally, Inbound Contact Center Manager may require a bachelor's degree. Typically reports to a director. The Inbound 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 Inbound 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)
Essential Functions
Strategic Leadership and Vision :
Drive consistent performance and execute comprehensive vendor strategies that align with Eversource’s goals, focusing on scalability, efficiency, and exceptional service delivery.
Workforce Management (WFM) :
Spearhead workforce planning and optimization initiatives to ensure alignment with service level agreements (SLAs) and operational efficiency with our vendor Partners.
Quality Assurance :
Collaborate with the vendor’s Quality Assurance (QA) team to ensure adherence to established guidelines and alignment with the Eversource’s QA framework.
Develop and uphold stringent QA protocols to assess, monitor, and elevate service quality, fostering ongoing enhancement throughout all vendor operations.
Training and Development :
Oversee the development and implementation of robust training programs and processes to equip the team with the necessary skills and knowledge to excel in their roles.
Escalation Management :
Lead the escalation management process, ensuring swift resolution of complex issues while maintaining high customer satisfaction levels.
Contract and Negotiation Management :
Negotiate and manage contracts with vendor partners, adeptly handling sourcing and transitions between vendors to optimize service quality and cost-effectiveness.
Technology Integration :
Be a key player in understanding call center technology to enhance operational effectiveness and the customer experience.
Data and Reporting :
Responsible for review of call center metrics and reporting to identify trends and improvements.
Qualifications :
Compensation and Benefits :
Eversource offers a competitive total rewards program. The annual salary range for this position is $105,000 - $117,000 plus incentive.
Salary is commensurate with your experience. Check out the career site for an overview of benefits.
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Worker Type : Regular
Regular
Number of Openings :
Last updated : 2024-05-22