Job Description
The Outbound Contact Centre Manager is responsible for two teams. Firstly, the Customer Success Advisory team whose focus is early-life, ensuring customers are set up to succeed through the customer lifecycle using various outbound campaigns and managing/resolving any incidents or queries in a manner that drives advocacy. Secondly, the Account Management team whose focus is managing commercial negotiations and account closure requests, as well as driving value through upselling and retention of our customers via outbound campaigns. As the Outbound Contact Centre Manager, you’ll ensure that these teams operate effectively, efficiently and profitably. Other responsibilities may include:
Drive staff retention & engagement
Develop a team culture that fosters teamwork, take ownership of challenges and proactively address issues to maintain high service standards.
Recruit, train and mentor call center staff, fostering a positive work environment and ensuring high levels of team engagement.
Leverage systems like salesforce to manage CX team interactions, track performance metrics and generate reports.
Achieve team KPI & Performance Objectives
Ensure all outbound activities comply with relevant regulations and company standards and maintain quality assurance practices.
Identify & implement proactive campaigns over multiple channels to reduce attrition and maximize customer satisfaction
Drive staff retention & engagement
Develop a team culture that fosters teamwork, take ownership of challenges and proactively address issues to maintain high service standards.
Recruit, train and mentor call center staff, fostering a positive work environment and ensuring high levels of team engagement.
Leverage systems like salesforce to manage CX team interactions, track performance metrics and generate reports.
Achieve team KPI & Performance Objectives
Ensure all outbound activities comply with relevant regulations and company standards and maintain quality assurance practices.
Identify & implement proactive campaigns over multiple channels to reduce attrition and maximize customer satisfaction
💡 Quick Summary
Seeking a career-building opportunity? The Outbound Contact Centre Manager position is now open for candidates interested in the BPO Jobs sector. This role in Auckland offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
