Outreach Specialist Manager

Job Description:

  • Oversee daily operations and performance of Outreach Specialists
  • Manages, coaches and trains staff to meet established performance standards
  • Performs regular call monitoring & audits of staff phone conversations
  • Monitor phone system and call volume throughout the day
  • Handle escalated customer complaints or complex issues
  • Communicate and meet with Clients as needed
  • Facilitate staff training sessions and support career development
  • Monitors staff attendance and performance daily
  • Track and report on key performance indicators and service metrics
  • Identify opportunities to enhance processes and improve service efficiency
  • Coaches and develops staff to address areas of concern

Requirements:

  • Minimum of 2 years Call Center Customer Service experience
  • College degree or demonstrated professional leadership experience
  • Excellent verbal and written communication skills
  • Detail oriented and well organized
  • Demonstrates follow through on assignments
  • Effectively navigates telephony and Computer Information Systems technology
  • Displays sound judgment and critical thinking skills
  • Available to work all shifts / days as needed
  • Ability to deliver and receive feedback to include difficult discussions
  • Ability to maintain a high degree of confidentiality
  • Proficient with MS Office
  • Ability to work flexible hours and shifts

Benefits:

  • Equal Opportunity Employers
  • E-Verify users
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