Customer Information Center Manager jobs in Minneapolis, MN

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)

A
Manager, Customer Care Center
  • ABM US
  • Minneapolis, MN FULL_TIME
  • Providing best-in-class customer service to our clients and maintaining customer service procedures will be the focus. Creating, training, mentoring a team of professionals to act as extensions of our client. Provide oversight to the whole Customer Care Center team for all related needs in all client facilities. Provide appropriate oversight for staff development/performance, collaboration with all departments, and adherence to all policies, procedures, and reporting requirements.

    Benefit Information:

    ABM offers a comprehensive benefits package.  For information about ABM’s benefits, visit  ABM 2024 Employee Benefits | Staff & Management

    Duties and Expectations:

    • Working Hours and Reporting for Duty
      • Flexibility and fluctuation of shifts and hours should/will be expected and will be required in some cases based on business demands. Primary shift and hours will be Monday -Friday 8AM – 5PM. Weekly hours expected will be 45-50 hours.
      • Notice of fluctuations in the working schedule should be directed to the CCC Managers Direct Supervisor and require pre-approval. Schedules may be adjusted to meet the needs of major events, staffing fluctuations and training needs as determined.
      • You must start your shift rested and ready to work in approved working attire for your position. See office rules for descriptions of acceptable working attire.
    • Operate Facilities Within Approved Parameters
      • Know and understand all applicable requirements the Client expects and ensure CCC Team works within those parameters. 
      • Ensure CCC Team follow all standard operating procedures (SOP).
      • Collaborate with all departments and vendors, delivering brand excellence that drives improvement, cost reduction, and revenue growth.
      • Ability to report on any budgetary variances, technical issues/outages, or any other anomalous event that may arise.
    • Oversee Customer Service Documentation and Training
      • Develop extensive customer service documentation for use by both CCC staff and all other customer service staff within the parking system.
      • Develop and conduct regular training for both CCC staff and all other customer service staff within the parking system.
    • Develop and Maintain Working Relationships with Client, Customers, and Vendors
      • Develop customer satisfaction goals and mentor the team to meet them.
      • Address customer concerns and recommend process or procedure improvements to enhance the customer experience.
      • Evaluate current process and procedures to make recommendations for improvement. 
    • Documenting and Reporting Requirements
      • Assess service statistics and prepare detailed reports on findings.
      • Review and sign all required reports prepared by staff and ensure they are completed correctly and in a timely manner.
      • Properly prepare and present proposals and recommendations for changes as new ideas or situations arise.
      • Ensure that all incidents are properly documented and reported in a timely manner to the correct manager/Department. 
      • Properly document all meetings, training, or counseling’s completed and submit documentation to HR department for placement in permanent employee file.
    • Manage and Develop Staff. 
      • Hire, train, develop all CCC Agents and Supervisors.
      • Maintain employee schedules and anticipate adjustments based on system trends and events.
      • Ability to perform all tasks and duties of all subordinate roles. 
      • Delegate responsibilities to subordinates and check on work regularly. 
      • Conduct regular meetings and training with each level of staff. 
      • Mentor and counsel as appropriate.
    • Use and Knowledge of Access Control and Mechanical Systems and Devices. The Manager is expected to be the subject matter expert of all access control equipment used by department personnel.
      • Must be able to effectively train all departmental staff in the proper use of the access control systems and instruct staff to use the equipment as intended.
      • Ability to effectively troubleshoot/evaluate all system dysfunctions and take action to correct in timely manner. Prepare reports and escalate issues for timely resolution with appropriate departments.
      • The manager must also know how to use programs and change functions that are available on some computer systems installed which operate equipment or are necessary for daily functions of the business. These may include but are not limited to the following examples:
        • Skidata and other PARCS Systems.
        • IntegraPark
        • Flowbird
        • All supported reservation providers
        • Windows PC usage to include Microsoft Office Suite of tools.
    • Be willing and prepared to perform other duties as assigned to Including but not limited to
      • Conducting competition and rate surveys.
      • Assist in the development of new training programs or processes/procedures.
      • Participate and complete any reasonable task requested of you by your manager. 

    Qualifications Required:

    • Education / Training / License (s) Required:
      • Computer Literacy (Microsoft Suite of programs)
      • 4-year college degree, equivalent experience may substitute for degree.
      • Continuing education credits in management or equivalent.
    • Experience / Job Knowledge
      • Three years management experience in parking, call center, or high-volume customer service role 
    • Physical demands include, but not limited to:
      • Sit and/or stand for extended periods of time.
      • Reach with hands and arms.
      • Use hands to write reports and operate computers and equipment.
      • Effectively communicate with customers using Intercoms, Phone and Email
      • Lift or move up to 50 pounds occasionally. 
  • 1 Month Ago

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Compressor Air Technician, Compressor Technique - Minneapolis, MN (up to $35hr)
  • Atlas Copco Compressors LLC -North America Customer Center
  • Minneapolis, MN FULL_TIME
  • Compressor Air Technician, Compressor Technique - Minneapolis, MN (up to $35hr) Functional area: Service Country: United States City: Minneapolis, MN , St. Paul, MN Company name: Atlas Copco Compresso...
  • 3 Days Ago

A
Field Service Technician, Compressor Technique - Multiple Locations
  • Atlas Copco Compressors LLC -North America Customer Center
  • Minneapolis, MN FULL_TIME
  • Field Service Technician, Compressor Technique - Multiple Locations Functional area: Service Country: United States City: Minneapolis, MN Company name: Atlas Copco Compressors LLC Date of posting: Jan...
  • 1 Month Ago

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Department Manager-Customer Service
  • Gerten Greenhouses and Garden Center, Inc
  • Inver Grove Heights, MN FULL_TIME
  • Think SPRING with Gertens! Gertens Family of Businesses in Inver Grove Heights is seeking an additional experienced Customer Service Retail Manager to join our team! If you're passionate and have a st...
  • 7 Days Ago

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Analyst Health Information
  • RIDGEVIEW MEDICAL CENTER
  • Waconia, MN FULL_TIME
  • Purpose of Job This position is responsible for (clerical) functions related to processing of health information records. These functions may include collection and reconciliation of discharges; prepp...
  • 1 Month Ago

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Analyst Health Information
  • Ridgeview Medical Center Health System
  • Waconia, MN FULL_TIME
  • Purpose of Job This position is responsible for (clerical) functions related to processing of health information records. These functions may include collection and reconciliation of discharges; prepp...
  • 14 Days Ago

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0 Customer Information Center Manager jobs found in Minneapolis, MN area

H
Tenant Services Coordinator
  • Hines
  • Minneapolis, MN
  • Overview: When you join Hines, you will work alongside innovative leaders who set the standards responsible for our repu...
  • 3/19/2024 12:00:00 AM

F
System Director Sterile Processing Services
  • Fairview Health Services
  • Minneapolis, MN
  • Overview: The System Director of Sterile Processing will oversee the policies, quality, compliance, safety, and related ...
  • 3/18/2024 12:00:00 AM

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Customer Service Representative *Hire on spot (All shifts available)
  • Planet Fitness
  • Minneapolis, MN
  • Job Summary The Customer Service Representative will be responsible for creating a positive member experience by providi...
  • 3/18/2024 12:00:00 AM

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*REMOTE* Call Center Representative (Direct Hire)
  • Contemporary Staffing Solutions
  • Minneapolis, MN
  • Job Description Job Description Our client, a leading retirement and college savings third party administrator, is in se...
  • 3/17/2024 12:00:00 AM

H
Spa Associate- Sales and Customer Service
  • Hand and Stone
  • Minneapolis, MN
  • Are you passionate about helping people improve their wellness? If you enjoy working in a positive team environment that...
  • 3/17/2024 12:00:00 AM

H
Patient Services Coordinator Ambulatory I - FOH, Ambulatory Float Pool
  • Hennepin County Medical Center
  • Minneapolis, MN
  • SUMMARY We are currently seeking a Patient Services Coordinator to join our Ambulatory Float Pool team. This full-time r...
  • 3/16/2024 12:00:00 AM

C
Customer Service Associate
  • Collabera
  • Minneapolis, MN
  • Job Description Job Description Note: The position is Onsite (No Work from Home). Banking / Financial experience is a Mu...
  • 3/15/2024 12:00:00 AM

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Vice President, Client Success - Healthcare
  • TTEC
  • Minneapolis, MN
  • Bringing smiles is what we do at TTEC… for you and the customer. As a VP, Client Success working remotely, you'll be a p...
  • 3/15/2024 12:00:00 AM

Minneapolis (/ˌmɪniˈæpəlɪs/ (listen)) is the county seat of Hennepin County and the larger of the Twin Cities, the 16th-largest metropolitan area in the United States. As of 2017, Minneapolis is the largest city in the state of Minnesota and 45th-largest in the United States, with an estimated population of 422,331. The Twin Cities metropolitan area consists of Minneapolis, its neighbor Saint Paul, and suburbs which altogether contain about 3.6 million people, and is the third-largest economic center in the Midwest. Minneapolis lies on both banks of the Mississippi River, just north of the riv...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Information Center Manager jobs
$105,762 to $144,323
Minneapolis, Minnesota area prices
were up 1.4% from a year ago

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