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Outbound Call Center Unit Manager

December 6, 2023
Nationwide, Work from Home
Job Type


  • Work-From-Home
  • Full Time Position
  • Full Benefits Package (Medical, Dental, Vision – And Much More)
  • IT Equipment Provided

The Outbound Call Center Manager manages all aspects of outbound contact center operations. Reviews and implements all policies and procedures for the unit. Reviews performance to ensure quality standards are met. Assists the CSR's with customer complaints and resolving problems with customers.


Essential Functions, Duties and Responsibilities:

  • Hire, coach and provide training to personnel to maintain high customer service standards.
  • Oversees and directs the day-to-day activities of the contact center CSR’s.
  • Conduct effective resource planning to maximize productivity and resources, both people and technology.
  • Acts as a source of information and answers CSR questions, assigns tasks, give instructions, and follows up as needed.
  • Insureds the CSR’s have the appropriate training and support to best apply their knowledge on the job.
  • Monitor random outbound calls to Improve the quality, minimize errors and track employee performance.
  • Measure performance against goals for efficiency, quality, and service.
  • Responsible for completing and administering performance evaluations, attendance reporting and miscellaneous personnel issues.

Job Requirements:

  • High School Diploma or equivalent required, 2-year degree or higher preferred.
  • Five years customer service experience with a minimum of two years in management leading teams, preferably in a call center environment required.
  • Excellent communication, leadership and interpersonal skills required.
  • Must be able to work in a fast-paced environment.

Technical Skills:

  • Knowledge of Predictive dialing software.
  • Must have a high level of interpersonal skills to handle sensitive and confidential situations and information.
  • Must be able to work independently and possess excellent written and verbal communication skills.
  • Advanced knowledge of a variety of computer software applications in word processing, spreadsheets, database, and presentation software (Microsoft Office platform).
  • Knowledge of basic IT troubleshooting.


  • Superior phone skills
  • Must have excellent team working skills and be able to develop and motivate staff.
  • Familiar with property/casualty insurance claims.
  • Position requires poise, tact, and diplomacy always.
  • Must have a high level of interpersonal skills to handle sensitive and confidential situations and information.
  • Must be able to communicate clearly and concisely with customers, claimants, and other involved parties.
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