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)
Are you a customerservice expert looking to make a difference in the banking industryWe are seeking dedicated individuals to join our team as RemoteBanking Customer Service Specialists.
With over a century ofexperience we provide a wide range of financial services toindividuals businesses professionals and the medicalcommunity.
Why Choose Remote Work withUs
Join a leading force trusted provider of financialsolutions serving clients through a network of branch officestelephone banking online banking and ATMs.
Due to our recent mergerwe continue to expand our reach and enhance our services to betterserve our customers
What toAnticipate
Requirements
Purchase a call center noisecanceling headsetconnecting to your computer via USB.
Benefits
Ifyoure passionate about providing exceptional customer service andready to join a reputable financial institution we want to hearfrom you! Apply now to become part of our team of Remote BankingCustomer Service Specialist.
Experience : Minimumof 2 years in a customer service role. Home Office Setup : A quiet,professional workspace is essential.
Ambient noise should beminimal to ensure focus and professionalism. Internet Requirements : A stable, high-speed internet connection (75 Mbps download, 10 Mbps upload) is crucial.
Please note, that WiFi connectivity isincompatible with our client applications; an Ethernet connectionis required. Communication Tools : Must have a phone readilyavailable for support and assistance.
Educational Background : Possession of a high school diploma, GED, or equivalent. LanguageSkills : Excellent command of English, both in writing and speaking,is a must.
We value strong grammatical skills and the ability tocommunicate clearly and professionally with consumers. Work Ethic : A strong dedication to your work and the ability to excel in afast-paced environment are key.
We're looking for committedindividuals with a strong work ethic. Communication Proficiency : Exceptional written and verbal communication skills arenon-negotiable.
We pride ourselves on excellence in customerinteractions. Technical Savvy : General knowledge of PCs is requiredto navigate our systems effectively.
Background Check : Candidatesmust be able to successfully pass a background check. SchedulingFlexibility : Availability for a flexible schedule that includesdays, nights, and weekends is required.
Last updated : 2024-04-18
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