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)
Company Description
Economic Impact Catalyst (EIC) is a SaaS technology company that provides economic developers with the tools they need to empower entrepreneurs and improve opportunities within their communities. Located in Clearwater, FL, EIC aims to catalyze wealth building and autonomy for individuals while making a positive impact on the local economy.
Role Description
This is a full-time on-site role for an Information Technology Project Manager at Economic Impact Catalyst. The Project Manager will be responsible for overseeing and managing IT projects, ensuring their successful completion within the defined scope, timeline, and budget. The day-to-day tasks of the role include project planning, program management, and effective communication with stakeholders.
Qualifications
This is a full-time Monday-Friday 9am-5pm position in our Clearwater office.
Job Type: Full-time
Pay: $60,000.00 - $70,000.00 per year
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Work Location: In person
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