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)
OMNI is honored to be retained by Lewis and Clark Information Exchange (LACIE) in their search for a highly-motivated, self-directed, and detail-oriented Project Manager. The Project Manager (PM) will spearhead projects alongside internal teams and external collaborators, taking charge of project timelines to ensure timely completion and deliverable fulfillment. Additionally, the PM will take responsibility for overseeing the integration and daily operation of LACIE’s Customer Relationship Management (CRM) software, as well as overseeing client contracting and grant reporting for LACIE.
The Lewis and Clark Information Exchange (LACIE) a 501(c)(3) organization has been exchanging data since September of 2010, the first Health Information Organization (HIO) to go live in Kansas or Missouri. LACIE was initially formed by Heartland Health in Saint Joseph, MO, now MOSAIC, and was gifted to the Greater Kansas City Community and the State of Kansas in 2013. LACIE provides patient information to prominent healthcare systems and providers across the Midwest. LACIE is committed to enhancing patient safety by eliminating obsolete, paper-based medical records, and combining patient data into a single, widely available digital record.
OMNI is honored to be retained in this search. We appreciate your referrals to professionals who may have an interest in this outstanding opportunity. Formal interest accepted through the OMNI Executive Career Portal. Please direct all inquiries to:
OMNI Human Resource Solutions
Anna Robinson, Senior Consultant – arobinson@omnihrm.com
OMNI and our clients are Equal Opportunity Employers and seek diversity in candidates for employment. EEO Employer W/M/Vet/Disabled/Sexual Orientation/Gender Identity.
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