Customer Information Center Manager jobs in Montgomery, AL

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)

Recently Added Customer Information Center Manager jobs

U
PROGRAM MANAGER (CLOUD COMPUTING)
  • US Defense Information Systems Agency
  • Montgomery, AL FULL_TIME

  • Duties

    • Serving as an expert in project management with skills sufficient to manage a core program office with the central contract while supporting delegated contracting authority across the Department to meet local organizational needs.
    • Applying a wide range of quantitative and qualitative analyses techniques and methodology sufficient to conduct comprehensive studies and analyses.
    • Providing leadership and oversight to the Program Office including directing and overseeing the review and evaluation of acquisition activities.
    • Applying administrative laws, policies, regulations, and precedents applicable to records management, human resource management, budget formulation/execution, travel, security, facilities management, internal controls, and organizational management.
    • Supporting the migration of legacy systems and technology across the Defense, working end users that require leading edge resources in IT and cloud technology to accomplish mission objectives.

    Requirements

    Conditions of Employment

    • Must be a U.S. Citizen.
    • Males born after 12-31-59 must be registered or exempt from Selective Service.
    • This national security position, which may require access to classified information, requires a favorable suitability review and security clearance as a condition of employment. Failure to maintain security eligibility may result in termination.
    • Top Secret/SCI security clearance required.
    • This is a drug testing designated position.
    • Financial Disclosure Statement, OGE-450, required.
    • Salary will be determined based on the locality of duty location after selection.

    Qualifications

    In order to qualify for this position, you must meet the requirements described below.


    Qualifying Experience:
    To qualify at the GG-15, your resume must describe at least one year of experience that demonstrates the competencies necessary for immediate success in the position. Experience refers to any paid or unpaid experience, including volunteer work and Military service, that would be considered equivalent to work normally performed at the next lower grade level in the federal service.

    For this position, qualifying experience is defined as: providing executive support in Program Management for a technology program through such areas as acquisition management, information technology, personnel management, finance, budgeting and cost control, quality assurance, contract execution and oversight, and subcontract management.

    Candidates must describe how they meet the qualifying experience and/or selective placement factor(s) within the body of their resume. All qualifications must be met within 30 days after the closing date of this announcement.

    Additional Information (Con't)
    The incumbent must obtain Acquisition certification in the Program Management Functional Area at the Advanced Functional Tier within 48 months of entry into this position, in accordance with DoD Instruction 5000.66, Defense Acquisition Workforce Education, Training, Experience, and Career Development Program. The incumbent must also achieve 80 hours of Continuous Learning Points (CLPs) every two years in accordance with the 4th Estate Director for Acquisition Career Management (DACM) Common Continuous Learning Cycle (unless prorated) from the time they are appointed to an Acquisition Workforce position, both while working toward and after obtaining the required certification.

    Education

    There is no substitution of education for the qualifying experienceat the GG-15 grade level.

    Additional information

    • This position is in the Excepted Service and does NOT convey eligibility to be converted to the Competitive Service. It is being recruited under 10 U.S.C. 1599f into the Cyber Excepted Service (CES) personnel system.
    • If you are a current Federal Career/Career-Conditional employee, you will be placed on an Excepted appointment.
    • This appointment does not confer eligibility to be non-competitively converted to an appointment in the competitive service.
    • A three year trial period may be required if you have not previously completed a trial or probationary period in the excepted or competitive service.
    • This position is subject to completion of 1 year probationary period for assignment to a supervisory position.
    • Telework availability will be based upon the mission requirements and supervisory determination.
    • Individuals tentatively selected for drug testing designated positions at the Defense Information Systems Agency will be required to submit to urinalysis for illegal drugs prior to appointment or placement.
    • This is a covered position and the person selected for this position must complete an OGE Form 450, Confidential Financial Disclosure Report within 30 days of appointment pursuant to 5 CFR 2634.903(b) (DoD 5500.7).
    • We may use this announcement to fill additional vacancies within 90 days of the closing date.
    • Moving costs MAY be paid.
    • The Tax Cuts and Jobs Act of 2017 makes certain reimbursements/payments taxable. For information on these changes and the Relocation Income Tax Allowance (RITA), for which some appointees are eligible, click here.
    • Recruitment, relocation, or retention incentives MAY be authorized.
    • Salary to be determined based on locality of the duty location after selection. A complete list of salary tables can be found at: https://www.opm.gov/policy-data-oversight/pay-leave/salaries-wages/2024/general-schedule
    • This position is covered under DoD Manual 8140 which will be subject to future Cyber Workforce requirements as defined by the Manual.
    • The Department of Defense (DoD) policy on employment of annuitants issued March 18, 2004 will be used in determining eligibility of annuitants. It applies to former Federal civilian employees receiving a retirement annuity from the Civil Service Retirement and Disability Fund that are hired within the DoD on or after November 24, 2003. The policy also applies to annuitants (appointed in DoD on/or after November 24, 2003) who move from one position to another within DoD through voluntary reassignment, promotion, change to lower grade or transfer between military departments. Please see this policy here.:
    • Because this position is in the Cyber Excepted Service, Veterans' Preference will be applied to preference eligible candidates, as defined by Section 2108 of the Title 5 U.S.C. in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, "CES Employment and Placement." If you are a veteran claiming veteran's preference, as defined by Section 2108 of Title 5 U.S.C., you must submit documents verifying your eligibility with your application package.
    • For more information on the Cyber Excepted Service Personnel System, click here.
    • For more information on veterans' preference, click here.
    • For more information regarding qualifications requirements, click here.
    • All applicants are encouraged to apply electronically. If you are unable to apply on-line, you may contact 317-212-0454 for assistance.

    • Benefits

      A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

      Review our benefits

      Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

    How You Will Be Evaluated

    You will be evaluated for this job based on how well you meet the qualifications above.

    Once the application process is complete, a review of your resume and supporting documentation will be made and compared against your responses to the applicant questionnaire to determine if you are qualified for this job. If, after reviewing your resume and or supporting documentation, a determination is made that you have inflated your qualifications and or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your rating.

    The Assessment Questionnaire takes approximately 15 minutes to complete and collects information on your education, training and experience related to the following critical competencies:

    You can preview the Questionnaire here:https://apply.usastaffing.gov/ViewQuestionnaire/12382696

    • Benefits

      A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

      Review our benefits

      Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

    • Required Documents

      As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.



      FOR THIS JOB ANNOUNCEMENT THE FOLLOWING SUPPORTING DOCUMENTS ARE REQUIRED AS THEY APPLY STATED BELOW AND MUST BE RECEIVED BY THE CLOSE OF THE ANNOUNCEMENT. NOT ALL DOCUMENTS WILL APPLY TO EVERYONE.

      • Transcripts (if applicable) If you are substituting education for specialized experience you must submit all of your transcripts. The absence of this information will result in an ineligible rating.
      • SF-50 - (if applicable) Notification of Personnel Action for current or former federal employees- All applicants to include current agency employees must provide your most recent SF50 or the SF50 reflecting Career/Career-Conditional tenure and the highest grade held on a permanent basis.
      • Veterans Preference Documentation (if applicable): Candidates claiming Veterans Preference must submit a DD-214 (Member Copy 4), or, if you are CURRENTLY serving on active duty, a statement of service from your unit which states the date you entered on active duty, the date you are separating, and the campaign medals you have received. For those supplying the statement of service, preference will be verified by a DD-214 (Member Copy 4) upon separation from the military. Veterans with a service-connected disability must also submit a VA letter dated 1991 or later. DoD Components with CES positions apply Veterans' Preference to preference eligible candidates, as defined by Section 2108 of the Title 5 U.S.C. in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, "CES Employment and Placement."
      • Military Reserve (MR) and National Guard (NG) Technicians PPP Eligible: MR and NG technicians PPP applicants must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist to verify your eligibility for Military Reserve and National Guard Technician preference. Click here to obtain a copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist.
      • Military Reserve (MR) and National Guard (NG) Technicians Receiving Disability Retirement PPP Eligible: MR and NG technicians receiving disability retirement PPP applicants must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist to verify your eligibility for Military Reserve and National Guard Technician Disability preference. Click here to obtain a copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist.
      • Retained Grade PPP Eligible: Retained Grade PPP applicants, must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Retained Grade PPP Self-Certification Checklist to verify your eligibility for Retained Grade preference. Click here to obtain a copy of the Retained Grade PPP Self-Certification Checklist.
      Your complete Application Package (containing the above required documents) must be received no later than 11:59 pm Eastern Time on 04/26/2024.

      WARNING: Failure to submit a complete application package including any required documentation by 11:59 PM (EST) on 04/26/2024, or at the time of application for announcements with an extended closing date, may result in an ineligible rating and loss of consideration. To verify that your application is complete, log into your USAJOBS account, select Application Status and More Information. The Details page will display the status of your application. It is the applicant's responsibility to verify that information entered, uploaded is received, legible and accurate. HR will not modify answers submitted by an applicant.

      If you are relying on your education to meet qualification requirements:

      Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

      Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

    • How to Apply

      To apply for this position, you must provide a complete Application Package. See required documents below.

      • Your Resume
      Your resume MUST include the following information for each job listed: Job title; duties (be as detailed as possible); month & year start/end dates (e.g. June 2007 to April 2008); and full- time or part-time status (include hours worked per week).
      • about what should I include in my federal resume at USAJOBS.
        • DO NOT include the following information: Classified or government sensitive information; Social Security Number; Photos of yourself; Personal information, such as age, gender, religious affiliation, etc.; or encrypted and digitally signed documents.
      • about what should I leave out of my resume? at USAJOBS
      • A complete Assessment Questionnaire (if applicable)
      • Other required supporting documents: (SEE THE SECTION OF THIS ANNOUNCEMENT ENTITLED "REQUIRED DOCUMENTS" FOR MORE INFORMATION ON WHAT SUPPORTING DOCUMENTS MAY BE NEEDED)
      Click 'Apply Online' to create an account or log in to your existing USAJOBS account.
      • Follow the prompts to complete the assessment questionnaire and upload required documents.
      • Please ensure you click the Submit My Answers button to submit your application.
      • Check application status by logging into your USAJOBS account, clicking Application Status, then More Information for this position. Return to an incomplete application by logging into your USAJOBS account and clicking Update Application in the vacancy announcement. You must re-select your resume and other documents from your USAJOBS account or your application will be incomplete.

      Agency contact information

      HR Customer Care Center

      Phone

      (317) 212-0454

      Email

      dfas.indianapolis-in.zh.mbx.dfasmeritcc@mail.mil

      Address

      DISA - HC/Operations Support Office
      6910 Cooper Road
      Fort Meade, MD 20755-7088
      US

      Next steps

      Once the complete application package is received you will receive an acknowledgement email that your submission was successful. The content of your application package will be used to assess your qualifications for the job, and to determine whether you will be referred to the hiring manager for further consideration and possible interviews. We will notify you of the outcome after each of these steps has been completed. After making a tentative job offer, we will conduct a suitability/security background investigation.

      (317) 212-0454
      dfas.indianapolis-in.zh.mbx.dfasmeritcc@mail.mil

    • Fair and Transparent

      The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

      • Equal Employment Opportunity (EEO) Policy
      • Reasonable accommodation policy
      • Financial suitability
      • Selective Service
      • New employee probationary period
      • Signature and false statements
      • Privacy Act
      • Social security number request

    Required Documents



    FOR THIS JOB ANNOUNCEMENT THE FOLLOWING SUPPORTING DOCUMENTS ARE REQUIRED AS THEY APPLY STATED BELOW AND MUST BE RECEIVED BY THE CLOSE OF THE ANNOUNCEMENT. NOT ALL DOCUMENTS WILL APPLY TO EVERYONE.

    • Transcripts (if applicable) If you are substituting education for specialized experience you must submit all of your transcripts. The absence of this information will result in an ineligible rating.
    • SF-50 - (if applicable) Notification of Personnel Action for current or former federal employees- All applicants to include current agency employees must provide your most recent SF50 or the SF50 reflecting Career/Career-Conditional tenure and the highest grade held on a permanent basis.
    • Veterans Preference Documentation (if applicable): Candidates claiming Veterans Preference must submit a DD-214 (Member Copy 4), or, if you are CURRENTLY serving on active duty, a statement of service from your unit which states the date you entered on active duty, the date you are separating, and the campaign medals you have received. For those supplying the statement of service, preference will be verified by a DD-214 (Member Copy 4) upon separation from the military. Veterans with a service-connected disability must also submit a VA letter dated 1991 or later. DoD Components with CES positions apply Veterans' Preference to preference eligible candidates, as defined by Section 2108 of the Title 5 U.S.C. in accordance with the procedures provided in DoD Instruction 1400.25, Volume 3005, "CES Employment and Placement."
    • Military Reserve (MR) and National Guard (NG) Technicians PPP Eligible: MR and NG technicians PPP applicants must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist to verify your eligibility for Military Reserve and National Guard Technician preference. Click here to obtain a copy of the Military Reserve and National Guard Technician PPP Self-Certification Checklist.
    • Military Reserve (MR) and National Guard (NG) Technicians Receiving Disability Retirement PPP Eligible: MR and NG technicians receiving disability retirement PPP applicants must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist to verify your eligibility for Military Reserve and National Guard Technician Disability preference. Click here to obtain a copy of the Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist.
    • Retained Grade PPP Eligible: Retained Grade PPP applicants, must be selected and placed at the full performance level if determined well qualified. You must include a completed copy of the Retained Grade PPP Self-Certification Checklist to verify your eligibility for Retained Grade preference. Click here to obtain a copy of the Retained Grade PPP Self-Certification Checklist.
    Your complete Application Package (containing the above required documents) must be received no later than 11:59 pm Eastern Time on 04/26/2024.

    WARNING: Failure to submit a complete application package including any required documentation by 11:59 PM (EST) on 04/26/2024, or at the time of application for announcements with an extended closing date, may result in an ineligible rating and loss of consideration. To verify that your application is complete, log into your USAJOBS account, select Application Status and More Information. The Details page will display the status of your application. It is the applicant's responsibility to verify that information entered, uploaded is received, legible and accurate. HR will not modify answers submitted by an applicant.

    If you are relying on your education to meet qualification requirements:

    Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

    Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.


    Help

    This job is open to

    • The public

      U.S. Citizens, Nationals or those who owe allegiance to the U.S.

    Clarification from the agency

    US Citizens

  • 2 Days Ago
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A
Center Admin - Center Manager
  • ArchWell Health
  • Montgomery, AL FULL_TIME
  • Center Admin - Center Manager Montgomery, AL, USA Req #11455 Friday, April 5, 2024 ArchWellHealth is a new, innovative healthcare provider devoted to improving the lives of our senior members. We deli...
  • 15 Days Ago
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Center Admin - Center Manager
  • archwellhealth
  • Montgomery, AL FULL_TIME
  • ArchWellHealth is a new, innovative healthcare provider devoted to improving the lives of our senior members. We deliver best-in-class care at comfortable, accessible neighborhood clinics where senior...
  • 14 Days Ago
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Customer Account Rep-R00020
  • Rent-A-Center
  • Andalusia, AL FULL_TIME
  • Rent A Center Furniture Delivery & Collections Ready to do your best work? Interested in a minimum starting hourly rate of $14.50 hr Why should you apply in just a few clicks? Paid Time Off and Sunday...
  • 1 Month Ago
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R
Center Store Manager
  • Renfroe Corp.
  • Alexander, AL FULL_TIME
  • Position Summary: Assist in developing a store atmosphere focused on creating and exceeding the highest customer service, safety and cleanliness goals. Help assist the store manager in exceeding goals...
  • 18 Days Ago
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R
Center Store Manager
  • Renfroe Corp.
  • Dadeville, AL FULL_TIME
  • Position Summary: Assist in developing a store atmosphere focused on creating and exceeding the highest customer service, safety and cleanliness goals. Help assist the store manager in exceeding goals...
  • 18 Days Ago
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0 Customer Information Center Manager jobs found in Montgomery, AL area

H
FT Customer Service Representative - Work From Home>
  • House of Rohl
  • Selma, AL
  • [Call Center / Fully Remote] - Anywhere in U.S. / Up to $42K per year / Benefits - As a Customer Service Rep you'll: Han...
  • 4/24/2024 12:00:00 AM
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A
NetSuite Engineer
  • American Express Global Business Travel
  • Montgomery, AL
  • Amex GBT is a place where colleagues find inspiration in travel as a force for good and through their work can make an i...
  • 4/24/2024 12:00:00 AM
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M
BMS Quality Manager
  • Meta
  • Montgomery, AL
  • Summary: Meta is seeking a BMS Quality Manager to join our North American Data Center Design, Engineering & Construction...
  • 4/24/2024 12:00:00 AM
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C
IT Operations Technician, Network Support
  • CHS Inc.
  • Montgomery, AL
  • CHS Inc. is a leading global agribusiness owned by farmers, ranchers and cooperatives across the United States that prov...
  • 4/23/2024 12:00:00 AM
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C
ATM Field Service Technician
  • Cennox
  • Montgomery, AL
  • ATM Field Service Technician Montgomery, AL Full Time Region 2 Field Service Mid Level Share (https://cennox.applytojob....
  • 4/23/2024 12:00:00 AM
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L
Service Advisor - Truck Care
  • Love's Travel Stops & Country Stores
  • Shorter, AL
  • Job Description Job Description Req ID: 432859 Address: 431 main st. Shorter, AL, 46075 Welcome to Love’s! OBJECTIVE: Se...
  • 4/22/2024 12:00:00 AM
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H
Contact Center Customer Service Representative- Onsite (20 hours)
  • Hancock Whitney Corp.
  • Montgomery, AL
  • Thank you for your interest in our company! To apply, click on the button above. You will be required to create an accou...
  • 4/22/2024 12:00:00 AM
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E
Risk Management Support Services Coordinator
  • EY
  • Montgomery, AL
  • EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these q...
  • 4/20/2024 12:00:00 AM
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About Montgomery, Alabama

Montgomery is the capital city of the U.S. state of Alabama and the county seat of Montgomery County. Named for Richard Montgomery, it stands beside the Alabama River, on the coastal Plain of the Gulf of Mexico. In the 2010 Census, Montgomery's population was 205,764. It is the second most populous city in Alabama, after Birmingham, and is the 118th most populous in the United States. The Montgomery Metropolitan Statistical Area's population in 2010 was estimated at 374,536; it is the fourth largest in the state and 136th among United States metropolitan areas. The city was incorporated in 18...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Customer Information Center Manager jobs
$88,438 to $120,677
Montgomery, Alabama area prices
were up 1.3% from a year ago
View detail

What does a Customer Information Center Manager do?

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