Customer Information Center Manager manages a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Oversees the configuration of the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Being a Customer Information Center Manager monitors the productivity of customer service representatives. Ensures customer satisfaction by overseeing the call volume and redirecting inbound traffic as needed. Additionally, Customer Information Center Manager reviews call volume reports to coordinate and complete capacity planning within the contact center and identify potential problems. Evaluates historical and recent performance and statistics to identify trends. May act as a resource for more complex questions. Requires a bachelor's degree. Typically reports to a director. The Customer Information 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 a Customer Information 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)
Please note: full remote work for this team is taken under consideration for applicants coming in with prior Telecom Co-op Industry experience and/or NISC software experience. Applicants from outside the Cooperative Industry or without a good understanding and baseline knowledge of NISC software will need to be local to the Mandan, North Dakota, office and able to work on-site during the week to maximize training and learning. A hybrid office/work-from-home schedule is a possibility in these instances after training. The work schedule will be discussed during the interview process.
We will not be able to consider candidates for a fully remote position without the requirements above being met.
Primary Responsibilities
Would you like to build a career with a company with a focus on building relationships and challenging you to grow in your career? NISC is ranked in ComputerWorld’s Best Places to Work survey for fourteen consecutive years and we are looking for a qualified individual to join our Telecom Support team. Become part of a team that is responsible for providing exceptional customer service and technical support while supporting NISC Member/Customers in their use of NISC’s applications. This highly motivated person will assist customers in all aspects of application support including troubleshooting, training, and on-going support.
What you will do in this role:
Desired Job Experience
Important Skills
Desired Education
Bachelor's degree in a business-related field or equivalent experience.
Minimum Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Employees must be able to see, speak, and hear, to operate computer keyboards or office equipment, and are required to stand, walk, and sit.
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