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)
Summary
Responsible for ensuring that the trauma care for their facility or facilities is in constant compliance with state regulations appropriate for the level of trauma designation for the facility. Possesses in-depth knowledge and experience to meet the needs of trauma patients. Works with the medical staff, administration, department heads, ancillary staff and nursing personnel to coordinate all aspects of trauma care for the facility. Assumes administration of Trauma Program which includes, but is not limited to: trauma care management; trauma education; nursing direction; physician relations and education; Regional Trauma Advisory Councils; facility representative to external entities; trauma registry; process improvement and community involvement; active participation in facility, regional and community disaster preparedness. Completes established competencies for the position within designated introductory period. Other related duties as assigned.
Qualifications
Education
Required: Academic degree in nursing
Preferred: Bachelors or Masters degree
Experience
Required: 3 years of recent full time hospital nursing experience in critical care, trauma, or emergency room.
Preferred Experience: Trauma Coordinator or Program Management
Certifications
Required: Must be currently licensed, certified or registered to practice profession as required by law, regulation in state of practice or policy.
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Tenet complies with federal, state, and/or local laws regarding mandatory vaccination of its workforce. If you are offered this position and must be vaccinated under any applicable law, you will be required to show proof of full vaccination or obtain an approval of a religious or medical exemption prior to your start date. If you receive an exemption from the vaccination requirement, you will be required to submit to regular testing in accordance with the law.
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